sdgtw (Service Desk Gateway)

The Service Desk Gateway (sdgtw) probe acts as a gateway between the CA Unified Infrastructure Management and service desk applications. The probe generates an incident ticket in the service desk that is based on the CA UIM alarm. Generating an incident helps the service desk user to take corrective actions to resolve the issue. The probe periodically polls the service desk for the status of incidents and updates the corresponding alarms. CA Normalization Integration Management Service Management (CA NIM SM) is used to create a connection between CA UIM and the following service desk applications, through the webservices exposed by these applications:
uimpga-ga
The Service Desk Gateway (sdgtw) probe acts as a gateway between the CA Unified Infrastructure Management and service desk applications. The probe generates an incident ticket in the service desk that is based on the CA UIM alarm. Generating an incident helps the service desk user to take corrective actions to resolve the issue. The probe periodically polls the service desk for the status of incidents and updates the corresponding alarms. CA Normalization Integration Management Service Management (CA NIM SM) is used to create a connection between CA UIM and the following service desk applications, through the webservices exposed by these applications:
  • BMC Remedy IT Service Management
  • CA Cloud Service Management
  • CA Service Desk Manager
  • HP Service Manager
  • Salesforce (SFDC) Service Cloud
  • SAP Solution Manager
  • ServiceNow
For more information about the integration, see CA Normalized Integration Management for Service Management.
The probe supports the following functionalities:
  • Connects CA UIM to different service desk applications and to multiple instances of a single service desk application.
  • Selects an appropriate service desk based on the service desk rules.
  • Assigns an incident to a particular service desk user or group, based on the configuration.
  • Maps the probe alarm fields to relevant service desk incident fields, such as mapping an alarm's severity to the 
    Urgency
     of a service desk incident.
 There are no metrics to be configured for the probe as it does not generate any QoS .
 
More information: