BRM Accelerator Installation and Setup › Service Desk Integration › How Incidents Portlets are Populated

How Incidents Portlets are Populated

The Import Unicenter Service Desk Data job calls a process that uses a GEL tag to communicate with the Service Desk database to retrieve the incident data. The job runs on a schedule and performs the following:

• Retrieves customer-by-service incident counts from Service Desk.
• Infers the correct customer and service in CA Clarity PPM.
• Stores the counts in attributes on the Subscription object in CA Clarity PPM.

Each time the job runs, it simply replaces the previous values. When this integration method is used, Service Desk is the system-of-record for incidents, and CA Clarity PPM is the system of record for the targets (or thresholds) for acceptable incident counts that are shown in some BRM Accelerator portlets.

For the job to run successfully, the following parameters must be correct:

• The Service Desk Contact ID matches a CA Clarity PPM username.
• The Service Desk incident’s configuration item matches a CA Clarity PPM Service ID.
• The incident’s affected User is a CA Clarity PPM user.
• The CA Clarity PPM user’s resource definition includes the OBS Department association to the same department that is subscribing to the service that the user is reporting against in Service Desk. When importing incident data, this association lets the system know to look for the match between Service Desk contact ID and CA Clarity PPM username.