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Service Desk User Tasks (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed) › How to Integrate Service Desk to CA Clarity PPM User Tasks › Create CA Clarity PPM Incidents from Service Desk

Create CA Clarity PPM Incidents from Service Desk

Service Desk analysts typically initiate CA Clarity PPM incidents after the change order representing the demand is analyzed and it has been determined that the change order be managed in CA Clarity PPM. The CA Clarity PPM incident can remain as an incident, or the CA Clarity PPM change manager can convert the incident to a project.

To create a CA Clarity PPM incident from Service Desk

  1. In Service Desk, with the change order open, click Category.
  2. Select the Project.Other Maint Work change order category.
  3. Complete the required fields listed in the following table:

Field

Description

Order Description

A detailed description of this change order or request.

On search windows that display this field, enter the first characters in the field and click Search.

Category

Shows the type of change order to which this task is associated.

Description

The Order Description from the original Service Desk change order that created the CA Clarity PPM task.

Need By Date

The date and time specified in the Service Desk ticket (e.g., change order) by which you want the ticket closed and resolved.

Requester

The name of the person initiating the ticket (record). This person must be a defined contact in Service Desk.

Affected End User

The name of the person affected by the ticket (record). This may be the same person who reported the ticket. This person must be a defined contact in Service Desk.
  1. Click Save.
  2. From the Workflow Tasks tab, click the sequence number associated with the Create Clarity Work Request workflow.

    The Change Workflow Detail window appears.

  3. Change the Service Desk change order Create Clarity Work Request workflow task status from "Pending" to "Complete".

    The workflow invokes the connection between Service Desk and CA Clarity PPM, and the incident is created.

    Note: The changes you make to workflow tasks do not display until you save the ticket.

  4. Click Save.

Note: See the Demand Management User Guide for more information.

Note: For more information about Service Desk workflows, see the Unicenter Service Desk Administrator Guide or Service Desk online help.