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
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 the
Broadcom
product.
Do not
change 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 the
Service Desk Manager
contact 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 Manager
provides several mechanisms to select an assignee. For example, if you specify TEMPLATE, that template can set the assignee. Also, the
Service Desk Manager
Assignee_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 the
Service Desk Manager
documentation.
AFFECTED_END_USER
Specifies the
Service Desk Manager
contact ID to use as the affected end user for every ticket that the interface opens for this product.
REPORTED_BY
Specifies the
Service Desk Manager
contact ID to use as the individual who reports the problems of all
Service Desk Manager
tickets 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 the
Service Desk Manager
for all tickets that the interface opened for each
Broadcom
product.
ASSET
(Optional) Specifies the
Service Desk Manager
asset (network resource) to associate with the
Service Desk Manager
tickets 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 the
Service Desk Manager
for all tickets that the interface opened for each
Broadcom
product.
If the
Service Desk Manager
server 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 the
Service Desk Manager
. This parameter is required when the
Service Desk Manager
server is configured for ITIL compliance, and it is optional for non-ITIL configurations. The predefined template opens tickets as
incidents
, not
requests
.
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 with
Service 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 place
Service Desk Manager
looks 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.