How to Implement CAISDI › Configure CAISDI/elmds › Customize the CA Service Desk Parameters

Previous Topic: Define a Product Security User ID

Next Topic: Customize the CAISDI/med Product Parameters

Customize the CA Service Desk Parameters

Follow these steps to customize CA Service Desk parameters:

  1. So that CAISDI can successfully generate a ticket, CAISDI must define certain fields in a request. Because the CA Service Desk administrator typically builds and manages these field specifications, that person must obtain such information.
  2. Before CA Service Desk can create tickets generated by CAISDI/elmds (supporting the CAISDI/med and CAISDI/els functionality), the CA Service Desk administrator must predefine the contacts referenced by the AFFECTED_END_USER, REPORTED_BY, and ASSIGNEE fields in a request. Consult the CA Service Desk administrator for appropriate contact names to define these fields.
  3. To categorize and direct CA Service Desk tickets effectively, field data is sometimes required such as AFFECTED_END_USER, REPORTED_BY, and ASSIGNEE. In that case, the CA Service Desk administrator can predefine other fields in a CA Service Desk template. CAISDI/elmds can reference these fields when it generates a ticket using a template. Unique templates are predefined for each individual CA z/OS-based product that generates CA Service Desk tickets through CAISDI/elmds. The contacts and ticket templates must be replicated on every CA Service Desk server that receives tickets from CAISDI/elmds. The appropriate template name to use for each CA product is documented in the chapter “Configuring CA Products for the CAISDI” in this guide.
  4. Learn the contact names as applicable that are specified for AFFECTED_END_USER, REPORTED_BY, and ASSIGNEE. If a CA Service Desk template is used for opening tickets, learn the name of the template as defined in the CA Service Desk server. Use this information in CAISDI/elmds PRODUCT initialization statements.

This step is complete when: