Service Desk User Tasks (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed) › How Service Desk to Harvest User Tasks are Integrated › How the Service Desk and Harvest Connection is Made

How the Service Desk and Harvest Connection is Made

You can create a Service Desk change order for software work that needs to be managed in Harvest as a new package. Each change order represents the work required to fix an issue reported by a Service Desk end-user. After the package is created in Harvest, you can monitor its Harvest lifecycle using Service Desk until the work is completed.

The following steps outline this process:

• Create a Project in Service Desk—First, you must establish an association between Service Desk and the existing Harvest project. The Service Desk analyst must define the Harvest project in Service Desk by creating a Service Desk project CI.
• Create a Change Order to Initiate a Harvest Package—The Service Desk analyst then creates a Service Desk change order for the work that is to be performed, and associates it with the Harvest project that they created.
• Initiate the Harvest Integration Process—The Service Desk analyst initiates the connection by setting the change order Create Harvest Package workflow task to Complete. After the connection is initiated and the package is delivered to Harvest, Harvest developers, testers, and managers begin working on the package.
• Monitor the Harvest Package Lifecycle—The Service Desk analyst is kept informed of the work performed in Harvest, as the package is promoted from the planning to the development lifecycle state, and to the test lifecycle state.
• Close the Change Order—The Service Desk analyst is notified when the package is promoted to the production lifecycle state. This lifecycle state indicates that the package work is complete. The analyst closes the change order in Service Desk.