Step 4 - Synchronize Notes and Attachments

If you have configured CA Service Catalog to create a ticket (change order or incident) in CA Service Desk Manager when a catalog user submits a request for certain services, each ticket is associated with a specific service option in the requested service. You can enhance the integration by synchronizing notes and attachments to be copied from a service option its related ticket. You can specify this synchronization to occur both before and after the ticket is created. This synchronization helps provide the latest information about the request to the CA Service Desk Manager staff (for example, the analysts) who process the related ticket.
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If you have configured CA Service Catalog to create a ticket (change order or incident) in CA Service Desk Manager when a catalog user submits a request for certain services, each ticket is associated with a specific service option in the requested service. You can enhance the integration by synchronizing notes and attachments to be copied from a service option its related ticket. You can specify this synchronization to occur both before and after the ticket is created. This synchronization helps provide the latest information about the request to the CA Service Desk Manager staff (for example, the analysts) who process the related ticket.
Follow these steps:
  1. Enable the CA SDM options, as follows:
    1. Log in to the CA SDM web UI from the following server, depending on your CA SDM configuration:
      Conventional: Primary server
      Advanced availability: Background server
    2. Select Options Manager, CA Service Catalog from the Administration tab.
    3. To enable the integration, install the following options:
      casc_aty_sync
    Specifies the type of activity logs to be synchronized from CA SDM to CA Service Catalog. If this field is left blank, Log Comment activity logs are synchronized. To synchronize enter the respective log type codes, separated by comma. Out of the box integration between CA SDM and CA Service Catalog syncs the CA SDM Escalate/Closed status. 
     
    casc_endpoint
    Specifies the CA Service Catalog Web Services URL. 
    Format:
     http://<CA_Service_Catalog_hostname>:<CA_Service_Catalog_portnum>/usm/services.
     (Optional) 
    casc_session_timeout
    Specifies the time in minutes for which the CA Service Catalog web services session will be cached. 
    Range:
     20 to 60 mins.
    casc_user
    Specifies the CA Service Catalog administrator username that is responsible for making the web service calls to CA Service Catalog. This user must exist in EEM against which CA SDM is configured.
    casc_user_password
    Specifies the password of the CA Service Catalog user as entered in the casc_user option.
    (Optional) 
    casc_ws_retry
    Specifies the number of retries to synchronize a CA SDM ticket update (activity logs/ attachments/status) with CA Service Catalog, if there is a failure. Enter -1 to try indefinitely, until the synchronization succeeds. As a system administrator you can define the time interval after which you want the failed ticket update to be retried again.
    Run the following command to define the time interval:
    pdm_options_mgr -c -a pdm_option.inst -a option.inst -s NX_CASC_RETRY_INTERVAL -v [time interval in minutes]
    By default this time interval is set to 15 minutes. If you do not set any value or provide a non-numeric value to this variable, the failed update is retried according to the default time interval (15 mins.).
    Range:
     -1 to 50
    casc_integrated
    Enables the self-service integration.
    Restart CA SDM services for the options to work.
    The options are installed successfully. 
  2. From CA Service Catalog, click the Event Type named Request/Subscription Item Change, and proceed as follows:
    1. Click the rule named When Category is Hardware and Status is Filled from Inventory.
    2. Select the action named Launch HWSWFilledFromInv_SDM SRF and click the Disable button on the Actions bar.
      This step disables the default fulfillment action, which does
      not
      support the synchronization of notes and attachments.
    3. Select the action named Launch HWSWFilledFromInv_SDM_SYNC SRF and click the Enable button on the Actions bar.
      This action synchronizes both notes and attachments between service options and tickets
      before
      the ticket is created.
    4. Click Done.
      You return to the Event Details page.
  3. Perform these actions, using the previous step as a model:
    1. Open the Document Create Event Type.
    2. Enable the rule named When attachment is added to Service Catalog request.
    3. Enable the action named Launch PAM SRF to sync attachments.
    This action synchronizes attachments between service options and tickets
    after
    the ticket is created. That is, if a catalog user adds an attachment to a service option after submitting the request, this action passes the attachment to the related ticket.
  4. Perform these actions:
    1. Open the Notes Create Event Type.
    2. Enable the rule named When note is added to Service Catalog request.
    3. Enable the action named Launch PAM SRF to sync notes.
    This action synchronizes notes between service options and tickets
    after
    the ticket is created. That is, if a catalog user adds a note to a service option after submitting the request, this action passes the note to the related ticket.