Verifying the Service Desk Installation (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed)

This appendix contains procedures to verify whether Service Desk is installed properly or not.

This section contains the following topics:

Verify the Service Desk Integration Installation

To verify the Service Desk integration installation

Log in to the Service Desk web client as a user with Administrative Access rights, using the same credentials that you used to run the configuration.
Select Administration, Service Desk, Application Data, Configuration Items, and Configuration Item Classes from the Administration tab.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.

The Configuration Item Family List appears in the right pane, as follows:

A new CI family appears representing a project. A Service Desk project CI is used to store information about projects that exist in CA Clarity PPM and Harvest. This information is used during the various integration processes.
Select Administration, Service Desk, Configuration Items, and Configuration Item Classes from the Administration tab.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.

The Configuration Item Class List appears in the right pane, as follows:

A class named ECM Project appears in the list. This class is a member of the CI family of the project. You can use this class to create the project CIs for the connector.
Select Administration, Events and Macros, and Macros from the Administration tab.
The Macro List appears in the right pane. Service Desk macros are used to start the connection processes, and are launched during specific status changes in workflow tasks.
Verify that the above macros exist by performing a search using the following criteria:
- In the Type field, select Action.
- In the Object Type field, select Workflow Task.
- Click Search.
Select Administration, Service Desk, Application Data, and Remote References from the Administration tab.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.
- The Remote Reference List appears in the right pane. Remote references store the command line specification that is used to execute the integration processes. The values of the command line specifications that are stored here are used during the processing of the Action Macros that were examined in a previous step.
Perform this search using the following criteria and verify that the same search results are returned:
Several new workflow task statuses have been added for the connection processes. From the Administration tab, select Administration, Service Desk, Change Orders, and Workflow Task Status Code.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.

The Task Status List appears in the right pane.
Verify that the Evaluate and In Progress task statuses are listed, as follows:
Select Service Desk, Change Orders, and Workflow Task Types from the Administration tab.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.

The Task Type List appears in the right pane. Workflow task types are templates that are used to create the workflow tasks that are used in a change order. The task types represent a workflow task and associate the various statuses that will be used.
Verify that the following workflow task types are listed, as follows:
- Create Clarity Idea
- Create Clarity Work Request
- Create Harvest Package
- Evaluate Clarity Task
- Monitor Clarity Project
- Monitor Clarity Work Request
- Monitor Harvest Project
- Notify Assignee
Select Service Desk, Change Orders, and Categories from the Administration tab.
Note: If you chose ITIL, the list displays CIs and CI classes. If not, the list displays assets and asset classes.

The Change Category List appears in the right pane. These sample change categories define the workflow tasks, Valid Task Statuses, and Action Macros associations needed for the various types of Change scenarios that can be performed with the connection.
Enter project% in the Symbol field, and click Search to perform a search for all change categories that begin with project.
Verify that the following change categories are listed, as follows:
- Project.Maint Clarity Harvest
- Project.Maint Clarity Only
- Project.Maint Harvest Only
- Project.New System Development
- Project.Other Maint Work
Using the following table, access the detail window for each category and verify the Change Category, Workflow Task, Valid Status, and Status = Action Macro:

Change Category	Workflow Task	Valid Status	Status = Action Macro
Project.New System Development	100 Create Clarity Idea	Cancelled, Complete, Failed, Pending, Skip, Wait	Complete=Create Clarity Idea
	200 Monitor Clarity Project	Cancelled, Complete, Failed, In Progress, Pending, Skip, Wait
	300 Notify Assignee	Cancelled, Complete, Failed, Pending, Skip, Wait	Pending=Notify WF's CHG Assignee
Project.Maint Harvest Only	100 Create Harvest Package	Cancelled, Complete, Failed, Pending, Skip, Wait	Complete=Create Harvest Package
	200 Monitor Harvest Project	Cancelled, Complete, Failed, In Progress, Pending, Skip, Wait
	300 Notify Assignee	Cancelled, Complete, Failed, Pending, Skip, Wait	Pending=Notify WF's CHG Assignee
Project.Other Maint Work	100 Create Clarity Work Request	Cancelled, Complete, Failed, Pending, Skip, Wait	Complete=Create Clarity Incident
	200 Monitor Clarity Work Request	Cancelled, Complete, Failed, In Progress, Pending, Skip, Wait
	300 Notify Assignee	Cancelled, Complete, Failed, Pending, Skip, Wait	Pending=Notify WF's CHG Assignee
Project.Maint Clarity Harvest	100 Evaluate Clarity Task	Cancelled, Complete, Evaluate, Failed, Pending, Skip, Wait	Evaluate=Create Clarity Task
	200 Monitor Harvest Project	Cancelled, Complete, Failed, In Progress, Pending, Skip, Wait
	300 Notify Assignee	Cancelled, Complete, Failed, Pending, Skip, Wait	Pending=Notify WF's CHG Assignee
Project.Maint Clarity Only	100 Evaluate Clarity Task	Cancelled, Complete, Evaluate, Failed, Pending, Skip, Wait	Evaluate=Create Clarity Task
	200 Notify Assignee	Cancelled, Complete, Failed, Pending, Skip, Wait	Pending=Notify WF's CHG Assignee

Notes

If the system is restarted after installation, you must manually reboot the Unicenter Service Desk server.

Some versions of Windows truncate the PATH value if there are more than 1023 characters in the total length of the PATH variable. If the value of the PATH is too long, you can either move the Harvest-related PATH entries to the front of the PATH variable, or you can use 8.3 file name notation to shorten the overall length of the PATH variable.

If you modify Windows environment variables, you must reboot the Service Desk server for the Service Desk service to recognize your changes.

The command lines of the new Remote References located on the Remote Reference Detail window contain the command that will be executed to call the connection. The command lines that are stored in the Remote References appear as follows:

${XOG_HOME}\bin\cai			(Clarity Processes)
 ${SD_CL_CNCTR_HOME}\bin\run_i		(Harvest Processes)

Service Desk changes the command lines based on the platform from which the server is running. These command lines include the following:

Windows

“%XOG_HOME%\bin\cai.bat”
“%SD_CL_CNCTR_HOME%\bin\run_i.bat”

Linux/UNIX

$XOG_HOME/bin/cai.sh
$SD_CL_CNCTR_HOME/bin/run_i.sh

The environment variables are then expanded, the command line parameters are added, and the command is executed.

The following Create Clarity Task Remote Reference Detail window illustrates the command line specified in the Remote Reference:

Environment Variables

The following is an example of the environment variables that are set with information from the Service Desk change order and workflow task. These environment variables are available when the command line is launched:

###############################################################################
# Environment variables that are available at execution which
# contain information from current Change Order and Workflow task
################################################################################
#
# Change Order
# ------------
#
# SD_ACT_COMP_DATE		Actual Completion Date (UTC)
 # SD_ACT_COST			Actual Cost
# SD_ACT_DURATION		Actual Duration
# SD_AEU_HANDLE			Affected End User Persistent_id
# SD_AEU_NAME			Affected End User Combo Name
# SD_AEU_USERID			Affected End User User-id (System Login)
 # SD_ASSIGNEE_HANDLE		Assignee Persistent_id
# SD_ASSIGNEE_NAME		Assignee Combo Name
# SD_ASSIGNEE_USERID		Assignee User-Id (System Login)
 # SD_BACKOUT_PLAN		Backout Plan
# SD_CALL_BACK_DATE		Call Back Date (UTC)
 # SD_CATEGORY_CODE		Change Category Code
# SD_CATEGORY_HANDLE		Change Category Persistent_id
# SD_CATEGORY_NAME		Change Category Symbol
# SD_CD				Clarity Idea Processing Flag
# SD_CHARSET			Character set currently in use by Service Desk 
# SD_CHG_HANDLE			Change Order Persistent_id
# SD_CHG_REF_NUM			Change Order Number
# SD_CHG				Change Order Persistent_id
# SD_CHGNUM			Change Order Number
# SD_CI				Clarity Incident Processing Flag
# SD_CLARINFO			clarity_info from Project Asset Extension (projex)
 # SD_CLOSE_DATE			Change Order Close Date
# SD_CREATED_BY_HANDLE		Change Order Created By Persistent_id
# SD_CREATED_BY_NAME		Change Order Created By Combo Name
# SD_CREATED_BY_USERID		Change Order Created By User-Id (System Login) 
# SD_DESCRIPTION			Change Order Description
# SD_DF				Harvest Processing Flag
# SD_EF				Endevor Processing Flag
# SD_EFFORT			Change Order Effort
# SD_ENDEVOR			endevor_name from Project Asset Extension (projex)
 # SD_ENDINFO			endevor_info from Project Asset Extension (projex)
 # SD_ENDSRV			endevor_server from Project Asset Extension (projex)
 # SD_ENTINFO			entwb_info from Project Asset Extension (projex)
 # SD_ENTSRV			entwb_server from Project Asset Extension (projex)
 # SD_ENTWB			entwb_name from Project Asset Extension (projex)
 # SD_EST_COMP_DATE		Change Order Estimated Completion Date (UTC)
 # SD_EST_COST			Change Order Estimated Cost
# SD_EST_DURATION		Change Order Estimated Duration
# SD_GROUP_HANDLE		Change Order Assigned Group Persistent_id
# SD_GROUP_NAME			Change Order Assigned Group Last Name
# SD_HARVEST			harvest_name from Project Asset Extension (projex)
 # SD_HARVINFO			harvest_info from Project Asset Extension (projex)
 # SD_HARVSRV			harvest_server from Project Asset Extension (projex)
 # SD_IMPACT_HANDLE		Change Order Impact Persistent_id
# SD_IMPACT_NAME			Change Order Impact Symbol
# SD_IMPACT_VALUE		Change Order Impact Numeric Value
# SD_JUSTIFICATION		Change Order Justification
# SD_MF				Enterprise Workbench Processing Flag
# SD_NEED_BY_DATE		Change Order Need By Date (UTC)
 # SD_NIKU			clarity_name from Project Asset Extension (projex)
 # SD_NIKUID			clarity_id from Project Asset Extension (projex)
 # SD_NWF				Persistent_id Of Next Workflow Task (If Any)
 # SD_OPEN_DATE			Change Order Open Date (UTC)
 # SD_ORGANIZATION_HANDLE		Change Order Organization Persistent_id
# SD_ORGANIZATION_NAME		Change Order Organization Name
# SD_PARENT_HANDLE		Parent Change Order Persistent_id
# SD_PARENT_REFNUM		Parent Change Order Number
# SD_PF				Clarity Task Processing Flag
# SD_PRIORITY_HANDLE		Change Order Priority Persistent_id
# SD_PRIORITY_NAME		Change Order Priority Symbol
# SD_PRIORITY_VALUE		Change Order Priority Numeric Value
# SD_PROJECT_HANDLE		Change Order Project Persistent_id (Asset)
 # SD_PROJECT_NAME		Change Order Project Name (Asset)
 # SD_PROJECT_ORG_HANDLE		Change Order Project Organization Persistent_id
# SD_PROJECT_ORG_NAME		Change Order Project Organization Name
# SD_REQUESTER_HANDLE		Change Order Requester Persistent_id
# SD_REQUESTER_NAME		Change Order Requester Name
# SD_REQUESTER_USERID		Change Order Requester User-Id (System Login)
 # SD_RESOLVE_DATE		Change Order Resolve Date
# SD_ROOTCAUSE_HANDLE		Change Order Root Cause Persistent_id
# SD_ROOTCAUSE_NAME		Change Order Root Cause Symbol
# SD_START_DATE			Change Order Actual Start Date (UTC)
 # SD_STATUS_CODE			Change Order Status Code
# SD_STATUS_HANDLE		Change Order Status Persistent_id
# SD_STATUS_NAME			Change Order Status Symbol
# SD_SUMMARY			Change Order Summary
# SD_SYSTEM_AHD_GENERATED_USER_HANDLE	System_AHD_generated Persistent_id
# SD_SYSTEM_AHD_GENERATED_USER_UUID	System_AHD_generated Id
# SD_TYPE				Currently "WORKFLOW"
#
# Workflow Task
# -------------
#
# SD_WF_ACT_COMP_DATE		Workflow Task Actual Completion Date
# SD_WF_ACT_COST			Workflow Task Actual Cost
# SD_WF_ACT_DURATION		Workflow Task Actual Duration
# SD_WF_ASSIGNEE_HANDLE		Workflow Task Assignee Persistent_id
# SD_WF_ASSIGNEE_NAME		Workflow Task Assignee Combo Name
# SD_WF_ASSIGNEE_USERID		Workflow Task Assignee User-Id (System Login)
 # SD_WF_CI_HANDLE		Workflow Task Asset/CI Persistent_id
# SD_WF_CI_NAME			Workflow TaskAsset/CI Name 
# SD_WF_DESCRIPTION		Workflow Task Description
# SD_WF_EST_COMP_DATE		Workflow Task Estimated Completion Date (UTC)
 # SD_WF_EST_COST			Workflow Task Estimated Cost 
# SD_WF_EST_DURATION		Workflow Task Estimated Duration 
# SD_WF_GROUP_HANDLE		Workflow Task Assignee Persistent_id
# SD_WF_GROUP_NAME		Workflow Task Assignee Last Name
# SD_WF_HANDLE			Workflow Task Persistent_id
# SD_WF_NEXT_WF_HANDLE		Next Workflow Task Persistent_id (If Any)
 # SD_WF_SEQUENCE			Workflow Task Sequence Number
# SD_WF_STATUS_CODE		Workflow Task Status Code
# SD_WF_STATUS_NAME		Workflow Task Status Symbol
# SD_WF_TASK_TEMPLATE_HANDLE	Workflow Task Template Persistent_id
# SD_WF_TASK_TEMPLATE_NAME	Workflow Task Template Name
# SD_WF				Workflow Task Persistent_id
#################################################################