Integrate CA Service Desk

When integrated, you can create incident tickets in CA Service Desk that are based on CA UIM alarms. Generating these incidents helps your service desk users take immediate corrective actions when CA UIM alarms are generated.
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When integrated, you can create incident tickets in CA Service Desk that are based on CA UIM alarms. Generating these incidents helps your service desk users take immediate corrective actions when CA UIM alarms are generated.
To integrate CA Service Desk and CA UIM, deploy and configure the CA ServiceDesk Gateway (casdgtw) probe. The casdgtw probe performs the following actions:
  • Tests the network access to the CA Service Desk (CASD) application.
  • Tests the login sessions on the CASD application.
  • Creates incidents in the CASD application that are based on UIM alarms.
  • Updates incident activity logs in the CASD application when the associated UIM alarm updates.
  • Closes the incident when the corresponding alarm is acknowledged.
  • Acknowledges the alarm when the corresponding incident is closed in the CASD application.
For more information, refer to the casdgtw probe documentation on the Probes Documentation Space.