CA Service Desk and CA Spectrum
Overview of Functionality
CA Spectrumand CA Service Desk Manager integration provides the following features:
- AssociatesCA Spectrumalarms 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 theCA SpectrumAlarm Notification Manager (SANM) functionality.
- Maintains the consistency of the following information that is shared between aCA Spectrumalarm 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 Spectrumintegration 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.
Once the integration has been successfully configured,
CA Spectrumand 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 Spectrumand 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 Spectrumand 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.
You can specify a list of multiple CA Service Desk Manager servers to enable fault tolerance when you configure the integration. When
CA Spectrumdetects a loss of connectivity to a CA Service Desk Manager, it attempts to connect to the next server in the list.
CA Spectrumcontinues to step through the list to establish a connection until one is successful.
Important! If CA Service Desk web services are down,
CA Spectrumcannot 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.