CA Technologies Clarity Service Connect Overview

This section contains the following topics:

About CA Technologies Clarity Service Connect

CA Clarity PPM Remedy Administrator User

CA Clarity PPM Remedy Administrator Access Rights

About CA Technologies Clarity Service Connect

CA Technologies Clarity Service Connect is an add-in you can use to connect CA Clarity PPM with BMC Remedy Service Desk (Remedy). The primary objective of this add-in is to transfer cases from a Remedy server to a CA Clarity PPM server as incidents where they can be costed with effort charged back to the customer, or transformed into tasks and projects, if necessary.

Transfer cases from Remedy into CA Clarity PPM to:

Track internal service requests. CA Clarity PPM can help you understand how those requests impact IT resources and the investments supported by those resources.
Track and predict the incident-related costs of investments and projects managed in CA Clarity PPM.
Monitor investment health by tracking the volume and severity of incidents.
Manage the allocation and assignment of resources that work on unplanned incidents.
Convert incidents into planned project work in CA Clarity PPM.
Use one system to track the time and effort associated with IT resources, regardless if it is an incident or project work.

How the Incident Process Flow Works

The following process describes the flow of an incident through the default lifecycle:

The requestor submits a request in Remedy. The request becomes a Help Desk case and is routed to the appropriate assignee.
The assignee works on the case in Remedy and updates the record with information that is discovered during the troubleshooting process. When complete, the assignee sets the case status to "Closed".
See the BMC Remedy Service Desk documentation for more information on how to work on Remedy cases.
The Execute Process job is scheduled to run.
The incident manager opens and views the incidents in CA Clarity PPM, where they can be charged back to the customer, or otherwise have costs associated with them.
See the Demand Management User Guide for more information.

CA Clarity PPM Remedy Administrator User

The Remedy Administrator is a new CA Clarity PPM user included with and used by the CA Technologies Clarity Service Connect add-in. This user is included with the Remedy Admin User role. Any CA Clarity PPM user can be granted the appropriate rights to fill this role.

The Remedy Admin User role includes the following attributes:

First Name: The first name of the Remedy Administrator user.
Default: Remedy
Last Name: The last name of the Remedy Administrator user.
Default: Administrator
Full Name: The full name of the Remedy Administrator user.
Default: Remedy Administrator
Login Name: The login name of the Remedy Administrator user.
Default: remedyadmin
Email Address: The email address of the Remedy Admin user used by the process to send administrative messages.

CA Clarity PPM Remedy Administrator Access Rights

The CA Clarity PPM Remedy Administrator access right includes:

Access to process administration with read/write access to the Default Remedy Clarity Integration Process.
Access to the processes page to start new instances of the Default Remedy Clarity Integration Process.
Access to the reports and jobs page with ability to schedule a process using the Execute Process job function.
Access to the incidents page and the ability to work with any Incidents assigned by the process.