Update Product Control Members
Each
Broadcom
product that uses the CAISDI/els interface has a product control member in the event library. This article describes how to update that member.Required roles: systems programmer |
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You can use the product control members as they are or you can customize them to suit your environment. The members are delivered with
Service Desk Manager
pseudo contact IDs and pseudo asset names. This pseudo information is associated with any Service Desk Manager
ticket that this interface opens on behalf of the product. You can change the pseudo IDs to real IDs. All parameter values in the product control member, except for the PRODUCT control parameter, are case-sensitive. Each product control member has a SETUP control statement with the following parameters:
- PRODUCT
- Specifies theBroadcomproduct.Do notchange this value. This value must match the PRODUCT code from the DEFINE command.
- PRODNAME
- Specifies the full product name. This name is used for reporting purposes only.
- ASSIGNEE
- (Optional) Specifies theService Desk Managercontact ID to assign to every ticket that the interface opens for this product. Specify a contact with an "Analyst" ID type.
- If you omit the ASSIGNEE parameter, the tickets can be unassigned.Service Desk Managerprovides several mechanisms to select an assignee. For example, if you specify TEMPLATE, that template can set the assignee. Also, theService Desk ManagerAssignee_set option can be set to use the REPORTED_BY contact when ASSIGNEE is omitted. Rules can be applied to set the assignee. For more information about defining an assignee when one is not supplied, see theService Desk Managerdocumentation.
- AFFECTED_END_USER
- Specifies theService Desk Managercontact ID to use as the affected end user for every ticket that the interface opens for this product.
- REPORTED_BY
- Specifies theService Desk Managercontact ID to use as the individual who reports the problems of allService Desk Managertickets that the interface opens for this product. We recommend that you use the product-specific pseudo contact ID as it is distributed. Doing so provides a convenient way to query theService Desk Managerfor all tickets that the interface opened for eachBroadcomproduct.
- ASSET
- (Optional) Specifies theService Desk Managerasset (network resource) to associate with theService Desk Managertickets that the interface opens for this product. We recommend that you use the product-specific pseudo asset as it is distributed. Doing so provides a convenient way to query theService Desk Managerfor all tickets that the interface opened for eachBroadcomproduct.
- If theService Desk Managerserver is configured for ITIL compliance, the assets are labeled as “Configuration Items”. Non-ITIL servers label them as “Assets”.
- TEMPLATE
- Specifies a service desk template to use when opening tickets in theService Desk Manager. This parameter is required when theService Desk Managerserver is configured for ITIL compliance, and it is optional for non-ITIL configurations. The predefined template opens tickets asincidents, notrequests.
- If you specify TEMPLATE and the template is not available, the CAISDI/els interface for that product is not> enabled. Product-specific templates have been shipped withService Desk Manager, but they are not installed. The service desk administrator must install the templates using the PDM_LOAD utility. For installation instructions, see Load the Data Files in Configure Service Desk Manager to Work with CAISDI. Omit the TEMPLATE specification unless you are certain the template has been installed.
- You can use the template to set various fields in the ticket, such as ASSIGNEE. However, if you also specify ASSIGNEE in the product control member, that ASSIGNEE overrides the template. In other words, the template is the last placeService Desk Managerlooks for a data element.
- LANG
- (Optional) Specifies a two-character language code to use when selecting Event Control Members that have been translated. For a list of language codes, see Event Text Translation.
- Default:LANG=EN
Refer to Configure Broadcom Products for CAISDI to identify the specific DEFINE parameters to use and the default settings for the product control members.
When you have finished updating your product control members, your ELSSTART parameter library member looks similar to this example:
DEFAULTS USD_AUTODEF=yes Create contacts and assets DEFINE PRODUCT=CA-1,EVENTLIB=caisdi.eventlib,PRODCNTL=al0cntl,MASK=l0* DEFINE PRODUCT=allocate,EVENTLIB=caisdi.eventlib,PRODCNTL=xfgcntl,MASK=xf*
This step is complete after you complete the updates for the ELSSTART member and you have finished customizing the individual
Broadcom
product control members as described in Configure Broadcom Products for CAISDI.