Fault Handling (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed)

This appendix gives information about fault handling from Service Desk to CA Clarity PPM and CA Clarity PPM to Harvest.

This section contains the following topics:

Fault Handling: Service Desk to CA Clarity PPM

Fault Handling: CA Clarity PPM to Harvest

Fault Handling: Service Desk to CA Clarity PPM

Service Desk change orders have unique internal IDs (hidden) and reference numbers that are passed to CA Clarity PPM. The reference number is used to determine the type of CA Clarity PPM object-project, task, incident, or idea-that is created.

The following table contains errors you might come across during the connection of Service Desk and CA Clarity PPM and how CA Clarity PPM handles them.

Fault	Action	Resolution
Duplicate CA Clarity PPM Task ID	A log comment is entered in Service Desk Change Order Activity Log List.	One of the following should occur: Create a Service Desk change order. Change the duplicate CA Clarity PPM Task ID.
Project ID does not exist	A log comment is entered in Service Desk Change Order Activity Log List.	One of the following should occur: If the CA Clarity PPM project exists, edit the Service Desk project CI to match the CA Clarity PPM Project ID. If the CA Clarity PPM project does not exist, create the project. Create a Service Desk change order.
Resource ID not found	A default resource ID is used for the Idea Owner (for CA Clarity PPM ideas) and Primary Contact (for incidents).	The CA Clarity PPM administrator user named CAIAdmin is used by default.
Duplicate Incident ID	A log comment is entered in Service Desk Change Order Activity Log List.	Create a Service Desk change order.
Duplicate Idea ID	A log comment is entered in Service Desk Change Order Activity Log List.	Create a Service Desk change order.

Fault Handling: CA Clarity PPM to Harvest

The following table contains errors you might come across during the connection of CA Clarity PPM and Harvest and how Harvest handles them.

Fault	Action	Resolution
Harvest User ID does not match CA Clarity PPM Resource ID	The Assigned To field is left empty.	The Harvest manager must manually assign the Harvest package.
Resource ID not found	The Assigned To field is left empty.	The Harvest manager must manually assign the Harvest package.