The BRM Accelerator › How to Set Up the BRM Accelerator › Set Up Service Desk Integration › Relevant Service Desk Fields

Relevant Service Desk Fields

The following lists the Service Desk fields that the Import Unicenter Service Desk Data job uses for calculations for the incident portlets. Not all the fields are stored in CA Clarity PPM. Certain fields are necessary only for matching up Service Desk values with CA Clarity PPM objects. The Service Desk values are retrieved from the Incident, Request, and Problem objects. The objects contain the same fields on their details pages. The database schema, therefore, is virtually the same for each of the objects.

Tracking ID (Service Desk DBS ID)

The database unique ID from Service Desk. If differentiating already-counted incidents and new incidents is required, the logic that counts incidents uses the tracking ID field.

Reported By

The user name in Service Desk entered in the System Login field. The Reported By field determines the CA Clarity PPM user. The user name requires matching with the CA Clarity PPM user name. Based on the CA Clarity PPM username, the job locates the specific CA Clarity PPM department.

Open Date/Time

The create date for the incident in Service Desk. The open date and time are necessary for time variance calculations.

Close Date/Time

The close date for the incident in Service Desk. The close date and time are necessary for time variance calculations.

Configuration Item

The configuration item in Service Desk. This field associates the Service Desk object (in this case, incident) with the service in CA Clarity PPM. Administrators require entering manually the CA Clarity PPM service names into the Service Desk lookup table for configuration items. Thus, a configuration item name in Service Desk matches with the CA Clarity PPM service name to assign an incident.