CA Service Desk and CA Spectrum

Contents
casp1022
Contents
Overview of Functionality
The
CA Spectrum
and CA Service Desk Manager integration provides the following features:
  • Associates
    CA Spectrum
    alarms with the CA Service Desk tickets in the following ways
    • Creates tickets when manually requested by OneClick operators.
    • Automatically creates tickets for each alarm type.
    • Automatically creates tickets using the
      CA Spectrum
      Alarm Notification Manager (SANM) functionality.
  • Maintains the consistency of the following information that is shared between a
    CA Spectrum
    alarm and its associated CA Service Desk ticket:
    • Status of alarms and associated tickets
    • The current assignee (troubleshooter) assigned to tickets
  • Provides a link to launch a CA Service Desk Manager view of a particular ticket directly from within the OneClick console.
  • Provides an approval system for host configuration change requests that are initiated in Network Configuration Manager.
  • Supports multiple CA Service Desk Manager servers.
Starting with version 12.5 of CA Service Desk, the product name has changed to CA Service Desk Manager. The
CA Spectrum
integration supports earlier versions that used the previous name. As a result, the two product names are used interchangeably in this section. The name "CA Service Desk" is used to describe generic product features, such as tickets and assets.
Integration Details
Once the integration has been successfully configured,
CA Spectrum
and CA Service Desk Manager share data.
  • OneClick uses CA Service Desk web services to:
    • Create CA Service Desk tickets.
    • Update alarm owners (the troubleshooters who are assigned to alarms).
    • Close the tickets.
  • CA Service Desk Manager uses a custom notification that issues HTTP requests to OneClick to:
    • Update the assigned troubleshooter.
    • Clear the alarms.
  • CA Spectrum
    and the CA Service Desk Manager integration work with SANM to provide automatic ticket creation. You configure the SANM automatic ticket creation using SANM policies. You can then specify which alarms create tickets by configuring alarm properties, such as the date, time, alarm severity, alarm cause, IP address, and the device type.
  • CA Spectrum
    and the CA Service Desk Manager integration also provide an approval system for host configuration changes that are initiated in Network Configuration Manager. When a host configuration change is requested in NCM, a CA Service Desk ticket is created for the request. The ticket requires approval before it can be implemented.
Fault Tolerance
You can specify a list of multiple CA Service Desk Manager servers to enable fault tolerance when you configure the integration. When
CA Spectrum
detects a loss of connectivity to a CA Service Desk Manager, it attempts to connect to the next server in the list.
CA Spectrum
continues to step through the list to establish a connection until one is successful.
Important
! If CA Service Desk web services are down,
CA Spectrum
cannot create Service Desk tickets. Or if an alarm is cleared when CA Service Desk web services are down, that ticket is not closed, but remains open.