CA Service Desk Manager Connection Settings

To integrate with CA Service Desk Manager, provide the following parameters:
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Parameters
To integrate with CA Service Desk Manager, provide the following parameters:
  • Protocol_SOAP
    Specifies the Protocol that is used to connect to CA Service Desk Manager SOAP web services.
    Valid Values:
     http, https
    Default:
     http
  • Host_SOAP
    Specifies the host that is used to connect to CA Service Desk Manager SOAP web services.
    Example:
     CA-SERDESK-S1
  • Port_SOAP
    Specifies the port number that is used to connect to CA Service Desk Manager SOAP web services.
    Default:
     8080
  • Protocol _REST
    Specifies the protocol that is used to connect to CA Service Desk Manager REST web services.
    Example:
     http
  • Host_REST
    Specifies the host that is used to connect to the CA Service Desk Manager REST web services.
    Example
    : CA-SERDESK-S1
  • Port_REST
    Defines the port number that is used to connect to CA Service Desk Manager REST web services.
    Default:
     8050
    SSL Port:
     8413
  • Username
    Defines the user ID that is used to connect to CA Service Desk Manager web services.
    Default:
     Service Desk
  • Password
    Defines the password that is used for the CA Service Desk Manager user.
    Example:
     N0tall0wed
  • DefaultAttachmentRepositoryName
    Defines the default repository that is used to store CA Service Desk Manager attachments.
    Default:
     Service Desk
  • Enable Incident Validation
    Enables incident validation with the service desk against the incident ID. If the incident validation option is enabled, the incident ID is validated when the privileged account request is created. 
    If this parameter is not checked when you click Submit, your settings are saved but incident validation for Privileged Account Requests is not enabled.
  • Advanced
    Enables the user to configure incident fields to create Incident Queries with combinations of values used to validate service desk incidents. To configure the queries, check the advanced box and enter the query values in the Incident Query field. 
    Default:
     status==open
Advanced Parameter Values
To configure CA Service Desk Manager Incident queries, Use the following Advanced incident field values:
  • Impact
    Values:
     entireorganization, multiplegroups, none, oneperson, singlegroup, smallgroup
  • Priority
    Values:
    highpriority (5), lowpriority (4), medium-highpriority (3), medium-lowpriority (2), mediumpriority (1), none (0)
    The CA Service Desk Manager UI uses the numeric values that are in parenthesis to indicate the incident priority.
  • Severity Values:
    allhandsescalation, escalated, hdmgrescalation, mgrescal, supervisorescal 
  • Status
    Values:
     acknowledged, analysiscomplete, approvalinprogress, approved, avoided, awaitingenduserresponse,  awaitingvendor, cancelled, closed, closedunresolved, closerequested, fixed, fixinprogress, hold, inprogress, knownerror, open, pendingchange, problem-closed, problem-fixed, problem-open, rejected, researching, resolved, sa-abandon, sa-resolved
  • UrgencyValues:
    immediate, quickly, soon, veryquickly, whenpossible
Incident Query Examples
  • Possible query values:
     status==active, status==new, status==openNew
  • Operators used for combined query with multiple fields:
    && (and), || (or) 
     
    Example: (
    urgency==Immediate&&priority==highpriority
    )
    ||
    (
    status==AwaitingVendor&&impact==entireorganization
    )
  • To ignore any field:
     urgency!=immediate
When you migrate from release 12.8 to
Privileged Identity Manager
12.9, your CA Service Desk Manager connection settings are saved.
 For more information about CA Service Desk Manager, see the CA Service Desk Manager documentation.