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Incidents Integration with Service Management Vendors

You can capture incidents by either creating them in CA Clarity PPM or through integrations with other systems that already capture help desk tickets, incidents, and service requests. Typically the primary data source for incidents is from other systems.

If your organization uses an existing service management vendor to track help desk tickets, incidents, and service requests and you would like to capture these in CA Clarity PPM, use the XML Open Gateway (XOG). These integrations are supported through the XOG and through Service Connect’s pre-built integrations to IT Service Management (ITSM) systems. You can use the XOG to import incidents as well as any associated notes and effort. Once imported, the incidents are ready to be part of the demand management process.

Note: See the XML Open Gateway Developer Guide for more information.