Asset Management › Policies › Configure Service Desk Integration for a Policy

Configure Service Desk Integration for a Policy

Asset management can automatically raise a CA SDM ticket when a managed asset violates a policy. When a policy violation occurs, the CA SDM can do one of the following:

• Create a new ticket for the policy violation.
• Append to the activity log if a ticket is already created for the same policy violation.

Note: CA SDM makes the decision based on the duplicate ticket handling policy. If you want to create a new ticket each time a policy is violated, contact the CA SDM Administrator.

To configure Service Desk Integration for a policy

1. Right-click the policy and select Properties.

   The Policy Designer dialog appears.

2. Click Service Desk in the left pane

   The Service Desk section appears.

   Note: The Create Service Desk ticket option is available only if you have enabled the CA Service Desk integration. For more information, see Service Desk Integration Policy Group under Configuration Policy in the DSM Explorer Help.

3. Select the Enable Service Desk Integration check box and the problem type to be assigned in CA SDM for the policy violation; specify the comment to be included as the description in the service desk issue, and click OK.

   The policy is saved. This policy will create a ticket when any managed asset violates the policy or will append to the activity log.

More information:

Policy Designer Dialog: Service Desk