Creating the Business Structure

Contents
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Contents
A business structure is a logical representation of your enterprise in a CA Service Desk environment. This scenario describes how an administrator can create a business structure for an enterprise to manage and track contacts, groups, and assets that are spread across distributed locations. After you create a business structure, you can generate reports to analyze requests by site, organization, or group.
Example
The fictional company Forward, Inc. uses a request processing system for multiple offices that are spread across geographical locations. The company plans to implement CA Service Desk to analyze the number and types of requests that are generated from its various business segments.
To facilitate effective tracking and decision making, the organization must track the following elements:
  • Contacts, contact groups, and locations
  • Assets at various locations
Creating a business structure allows the management team at Forward, Inc. to perform the following actions:
  • Generate reports to analyze requests by site, organization, and group
  • Increase overall efficiency by implementing corrective measures for any gaps in the request process
Create a Contact
You must set the appropriate Validation Type for Web Authentication when creating a contact. For more information, see Configure Web Authentication for an Access Type.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. Contacts require a tenant.
There are three methods you can use to create a contact:
Create a Contact from the File Menu
On the Scoreboard, you can create a new contact from the File menu.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list or lookup table.
Follow these steps:
  1. Select File, New Contact from the menu bar on the Scoreboard.
    The Create New Contact window opens.
    If your installation is configured to access an LDAP server, and has the necessary options installed, the Merge LDAP button appears in the upper right corner of the Create New Contact page. For information about basing the contact record on an LDAP entry, see From the File Menu Using LDAP. Also see the
    Administration Guide
    for additional information.
  2. Complete the fields as appropriate for the contact.
    See Contact Fields for field definitions.
  3. (Optional) Use the controls available on the tabs at the bottom of this page to configure the contact.
    See Contact Tabs for more information.
  4. Click Save.
    The contact record is saved and the Contact Detail page appears. The following buttons are now available for configuring the contact:
    • Update Environment
      Displays the Configuration Item/Asset Search window for the contact or organization, where you can specify search criteria for the assets you want to consider. When you click Search, the Environment Update window is displayed, where you can add and remove assets for this contact or organization.
    • Update Groups
      Displays the Group Search window, where you can specify search criteria for the groups you want to consider for this contact. When you click Search, the Groups Update window is displayed, where you can add and remove groups for this contact.
Create a Contact Using Data From LDAP
If your installation is configured to access a Lightweight Directory Access Protocol (LDAP) server such as Microsoft Windows Active Directory and has the necessary options installed, you can create and update contacts using data from the LDAP database. This method makes it easy to synchronize contacts with network user data.
Administrators can configure automated synchronization of contacts with LDAP data. For more information about configuration, see the
Administration Guide
.
To create a contact using data from LDAP,
follow these steps:
  1. Select File, New Contact from LDAP from the menu bar of the Service Desk tab.
    The LDAP Directory Search page appears.
  2. (Optional) Complete one or more of the following filter fields to limit the LDAP Entry list to the records of interest:
    Last Name Specifies the last name of the user as it appears in the LDAP directory. For example, you could enter b% in the Last Name field to retrieve a list of the LDAP user entries with last names that begin with the letter B. First Name Specifies the first name of the user as it appears in the LDAP directory. Middle Name Specifies the middle name of the user as it appears in the LDAP directory. User ID Specifies the user name for logging in to the system.
  3. Click Search.
    The LDAP Entry List page displays the records that match your search criteria.
    : To see the information contained in an LDAP record without creating a contact, right-click the record of interest and select View. The LDAP Entry Detail page appears.
    All fields on the LDAP Entry Detail page are self-explanatory except for the following:
    User ID Specifies the ID the user enters to log in to the system. Distinguished Name Specifies the fully qualified LDAP login name. For example, CN=Joe, CN=Users, DC=KLAND, DC=AD, DC=com.
  4. Click the LDAP entry to create a contact.
    The Create New Contact page appears and is partially populated with LDAP information.
  5. Enter additional information as necessary.
  6. Click Save.
    The contact record is saved and the Contact Detail page appears. The following buttons are now available for configuring the contact:
    • Update Environment
      Displays the Configuration Item/Asset Search window for the contact or organization, where you can specify search criteria for the assets you want to consider. When you click Search, the Environment Update window is displayed, where you can add and remove assets for this contact or organization.
    • Update Groups
      Displays the Group Search window, where you can specify search criteria for the groups you want to consider for this contact. When you click Search, the Groups Update window is displayed, where you can add and remove groups for this contact.
Create a Contact Using the Quick Profile
You can create a new contact using the Quick Profile.
To create a contact from the Quick Profile,
follow these steps:
  1. Select View, Quick Profile from the menu bar on the Service Desk tab.
    The Quick Profile Contact Search page appears.
  2. Click Create New.
    The Create New Contact page appears.
  3. Complete the fields as appropriate for the contact.
    See Contact Fields for field definitions.
  4. Click Save.
    The contact record is saved and the Contact Detail page appears. The following buttons are now available for configuring the contact:
    • Update Environment
      Displays the Configuration Item/Asset Search window for the contact or organization, where you can specify search criteria for the assets you want to consider. When you click Search, the Environment Update window is displayed, where you can add and remove assets for this contact or organization.
    • Update Groups
      Displays the Group Search window, where you can specify search criteria for the groups you want to consider for this contact. When you click Search, the Groups Update window is displayed, where you can add and remove groups for this contact.
Contact Fields
The following fields appear on the Create Contact, Contact Detail, and Update Contact pages.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Alert Banner
Indicates that the contact requires special handling, such as a visitor contact.
Tenant
Displays the tenant associated with the contact.
This field appears for privileged users in multi-tenancy installations. Tenant activities also appear in the Event Log.
Last Name/First Name/Middle Name
Specifies the last, first, and middle names of the contact. Only the Last Name field is required.
Status
Indicates whether the contact is Active or Inactive.
Contact ID
Specifies a unique identifier for the contact. If the default user authentication is being used, the value in this field is used as the password when the user logs in.
User ID
Specifies the user name of the contact. The contact uses this value to log into the system.
Contact Type
Specifies the contact type.
Service Type
Specifies the level of support received by the contact. For example, some users have 24-hour support, and others receive on-site training.You can enter a value directly or click the magnifying glass to search for the service type.
Time Zone
Specifies the time zone where the contact is located.
Regardless of the time zone specified for a user, the time zone where the server is located determines the time stamps on records.
Job Title
Specifies the job title of the contact within the organization.
Data Partition
Specifies the data partition for this contact. This value determines the records this contact can access. Data partitions are subsets of the database with restricted access to data records, based on their content. You restrict that access by defining a set of constraints for each data partition.
Access Type
Specifies the access type. The access type determines the system functions the contact can access.
Work Schedule
Indicates whether the contact is assigned to a specific work schedule.
Available
Indicates whether the contact is available for ticket assignments.
Confirm Self-Service Save
Indicates whether the contact receives a confirmation when saving a record from the self-service interface.
Alias
Specifies an alias can be assigned to the contact record, if appropriate.
Last Modified Date
Indicates the last time that this record was modified.
Last Modified By
Indicates the last user that modified this record.
Analyst's Tenant Group
(Analyst Contact Type Only) Specifies the tenant group that the analyst is responsible for.
Associate a Contact to a Special Handling Type
You can assign a special handling type to a contact to alert analysts about tickets that affect end users with special requirements, such as for a visually impaired person, a contact that poses a security risk, and so on.
To associate a contact to a special handling type,
follow these steps:
  1. On the Contact Detail page, select the Special Handling tab.
    The Associated Special Handling List tab lists special handling types that are associated with the contact.
  2. Click the Update Contact's Special Handlings button.
    The Search filter appears.
  3. Search for the special handling type that you want to associate to the contact.
    The Special Handlings Update page appears.
  4. Select one or more handling types from the left column and use the move button (>>) to move the types to the right column. Click OK.
    You can remove an association from a contact by using the move button (<<) to move the type from the right column to the left column. You can click the search icon to search for the value you want.
  5. The contact is associated to a handling type.
    CA SDM displays any of the following, depending on the handling type, when a ticket specifies the contact in the Affected End User field:
    • An alert banner appears on the Contact Detail for the affected end user on a ticket.
    • Alert text appears as a banner at the top of the ticket detail page and in the Quick Profile.
    • Ticket lists highlight the contact row and show an alert flag.
    • A V.I.P. folder appears in the Scoreboard for analyst roles. The folder contains all tickets that are associated with contacts (Affected End Users) that have a VIP special handling type.
Create a Site
HID_CreateaSite
A site is a geographical region where your organization has one or more locations.For example, North America can be a site, with locations (offices) in New York, California, and Texas.
If multi-tenancy is enabled, select the appropriate tenant from the drop-down list.
Follow these steps:
  1. Select File, New Site
    from the menu bar on the CA Service Desk Scoreboard.
  2. Enter the information as appropriate specific to your site.
  3. Click Save.
    The site record is created and saved.
Create Locations
HID_CreateaLocation
A location is a physical place such as an office address. For example, the addresses for New York, California, and Texas offices can be locations under the site North America.
Creating locations helps you manage contacts and resources in that location. After you create a location, you can assign it to a site.
Follow these steps:
  1. Select File, New Location from the menu bar on the Scoreboard.
  2. Enter the information specific to your location, then configure the location using the following controls on the tabs:
    • Address
      Specifies the physical address of the location.
    • Auto Assignment
      Automatically assigns the tickets (requests, change orders, and issues) to members in this location.
      • Update Request Areas
        Select the request areas that you want to auto-assign to members of the location.
      • Update Change Categories
        Select the change categories that you want to assign to members of the location.
      • Update Issue Categories
        Select the issue categories that you want to assign to members of the location.
      • Update Groups
        Select the groups that you want to update for auto assigning tickets.
      After updating the request areas and categories, enable the automatic assignment for each request area and category individually.
  3. Click Save.
    The location details are saved.
  4. (Optional) Repeat steps 1-3 to add more locations.
Configure Auto Assignment by Location
The Auto Assignment tab allows you to establish a relationship between this location and one or more request areas, change categories, issues categories, and groups. This allows you to automatically assign tickets (requests, change orders, and issues) that are defined using the request areas or category to eligible members of the group within the location.
You must enable automatic assignment for each request area and category individually. Listing them on the Location Auto Assignment tab does not enable this function.
To add auto assignments to a location
  1. On the Location Detail page, click Edit and select the Auto Assignment tab.
  2. Click one of the following buttons:
    • Update Request Areas to select request areas for auto assignment.
    • Update Change Categories to select change categories for auto assignment.
    • Update Issue Categories to select issue categories for auto assignment.
    • Update Groups to select groups for auto assignment.
    The Search page for the selected item appears.
  3. Enter the search criteria to display the desired items and click Search.
    The Update page appears, listing the items that matched the search criteria.
  4. From the list on the left, choose the desired items. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the items you want, click Select button.
    The selected items move to the Assigned list on the right.
  6. Click OK.
    The Location Detail page displays, with the selected items listed on the Auto Assignment tab.
    Create Organizations
HID_CreateanOrganization
An organization refers to an internal department or division or an external company. You can assign organizations to tickets, Configuration Item (CI) classes, and contacts.
For example, you can define CIs for organizations to specify the hardware, software, and services that the organization uses.
If multi-tenancy is enabled, select the appropriate tenant from the drop-down list.
Follow these steps:
  1. Select File, New Organization from the menu bar on the Scoreboard.
  2. Enter the information specific to your organization, then specify organization details in the following fields:
    • Address
      Displays the address of the location to which you associate the organization. The fields are automatically populated when you assign location to the organization.
    • Environment
      Displays the Configuration items (for example, equipment, software, and services) that the organization uses. You can associate one or more configuration items with the organization. Associating the CI items to the organization helps administrators to keep track of the resources used by the organizations in various locations.
  3. Click Save.
    The organization details are saved.
  4. (Optional) Repeat Steps 1-3 to add more organizations.
Set Up an Organization's Environment
HID_SetupOrganizationEnvironment
An organization's environment consists of the equipment, software, and services they use.
Follow these steps:
  1. Select the Environment tab on the Organization Detail page
  2. Click Update Environment.
    The Configuration Item Search page appears.
  3. Enter the search criteria to display the configuration items of interest and click Search.
    The Organization Environment Update page displays the configuration items that matched the search criteria.
  4. From the list on the left, choose the configuration items you want to add to this organization's environment. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  5. When you have selected all the configuration items you want, click the double right-arrow button.
    The selected configuration items move to the Organization Environment list on the right.
  6. Click OK.
    The Organization Detail page displays the selected items listed on the Environment tab.
Create Groups
HID_CreateGroups
A group is a collection of contacts that represent a specific area of responsibility. Defining groups lets you assign the responsibility for resolving a ticket when that responsibility is shared among several individuals. For example, a Dallas Human Resources group is responsible for dealing with the personnel issues in the Dallas office of your organization. When an employee in that office has a problem, you can assign the problem to the Dallas Human Resources group for resolution.
The public (shared) option creates the object for all tenants.
If multi-tenancy is enabled, select the appropriate tenant from the drop-down list
Follow these steps:
  1. Select File, New Group from the menu bar on the Scoreboard.
  2. Enter the information specific to this group and your organization by specifying the group details in the following fields:
    • Notification
      Defines the contact information and method for notifying the group.
    • Address
      Assigns the group to a location.
    • Organizational Info
      Specifies the functional or administrative organization, department, cost center, or vendor information.
    • Environment
      Specifies the environment (for example, equipment, software, and services).
    • Members
      Adds or removes contacts.
    • Service Contracts
      Lists service contracts that have been associated with the group.
    • Auto Assignment
      Lists auto assignments of tickets that are based on the group membership.
    • Remarks and Special Handling
      Lists remarks and special handling types, such as VIP or security risk types. You can click Update Contact's Special Handling to search for special handling members.
  3. Click Save.
    The group record is saved and the group detail page opens. The following buttons are now available for configuring the group:
    • Update Environment
      On the Contact Details, Environment tab, click this button to display the Configuration Item Search window for the group. You can specify search criteria for the assets you want to consider on this page. You can create new configuration item and search assets using the Update window of Contacts respectively.
    • Update Members
      On the Members, Service Contracts, Auto Assignment, Members tab, this button displays the contacts. You can add and remove contacts for this group.
  4. (Optional) Repeat Steps 1-3 to add more groups as needed.