How to Implement CAISDI › Configure CAISDI/elmds › Configure the CAISDI/els Interface for Each CA Product › Updating Product Control Members

Updating Product Control Members

Each product using this interface provides a single product control member in the event library. You can use the product control members as they are or you may customize them to suit your environment. They are delivered with CA Service Desk pseudo contact IDs and pseudo asset names to be associated with any CA Service Desk ticket opened by this interface on that product's behalf. You may choose to change the contact IDs from the pseudo IDs to real IDs. With the exception of the PRODUCT control parameter, all parameter values are case sensitive. In any given product control member you will find a SETUP control statement that includes the following parameters:

PRODUCT

Required. This parameter identifies the CA product that will be using this interface. The value of PRODUCT must not be changed. It must match the PRODUCT code from the DEFINE command.

PRODNAME

Required. This parameter identifies the full product name. This name is used for reporting purposes only.

ASSIGNEE

Optional. This parameter identifies the CA Service Desk contact ID to be assigned to every ticket opened by this interface for this product. If you omit the ASSIGNEE parameter, the tickets may be unassigned. CA Service Desk provides several mechanisms to select an assignee. For example, if you have specified TEMPLATE, that template can set the assignee. Also, the CA Service Desk Assignee_set option can set so the REPORTED_BY contact is used when the ASSIGNEE field is not specified. Additionally, rules can be applied to set the assignee. See the CA Service Desk documentation for details on defining an assignee when one is not supplied. If specified, the contact whose ID is used must be of the type “Analyst”.

AFFECTED_END_USER

Required. This parameter identifies the CA Service Desk contact ID to be used as the affected end user for every ticket opened by this interface for this product.

REPORTED_BY

Required. This parameter identifies the CA Service Desk contact ID to be used as the individual who reports the problems of all the CA Service Desk tickets opened with this interface for this product. CA recommends you use the product-specific pseudo contact ID as it is distributed. That will provide a convenient way of querying the CA Service Desk for all tickets opened by this interface on behalf of each CA product.

ASSET

Optional. This parameter identifies a CA Service Desk asset (network resource) to be associated with the CA Service Desk tickets opened by this interface for this product. CA recommends you use the product-specific pseudo asset as it is distributed. That will provide a convenient way of querying the CA Service Desk for all tickets opened by this interface on behalf of any given CA product.

Note: If the CA Service Desk server is configured for ITIL compliance, the assets are labeled as “Configuration Items” while non-ITIL servers will label them as “Assets”.

TEMPLATE

Optional unless the CA Service Desk server is configured for ITIL compliance. The predefined template is required for ITIL configurations so that tickets open as incidents, not requests.

This parameter identifies a service desk template to be used in opening tickets in the CA Service Desk. The template can be used to set various fields in the ticket. If you specify TEMPLATE and the template is not available, the CAISDI/els interface for that product will not be enabled. Product-specific templates have been shipped with CA Service Desk, but they are not installed. The service desk administrator must install the templates using the PDM_LOAD utility. For details, see the section Loading Data Files. We recommend omitting the TEMPLATE specification unless you are certain the template has been installed.

Certain fields such as ASSIGNEE may be set using the template, but if you also specify ASSIGNEE in the product control member, that will override the template. In other words, the template is the last place CA Service Desk will go for a data element.

LANG

Optional. This parameter identifies a two-character language code to be used in selecting Event Control Members that have been translated. See the section Notes on Translating Event Text. The default is LANG=EN.

The specific DEFINE parameters to use and the default settings for the product control members are described in Configuring CA Products for CAISDI. Note that some products use the CAISDI/els interface while others do not.

When you have completed this process, your ELSSTART parameter library member will look something like this:

DEFAULTS USD_AUTODEF=yes          Create contacts and assets     
DEFINE PRODUCT=CA‑1,EVENTLIB=caisdi.eventlib,PRODCNTL=al0cntl,MASK=l0*
DEFINE PRODUCT=allocate,EVENTLIB=caisdi.eventlib,PRODCNTL=xfgcntl,MASK=xf*

This step is complete when you have completed the updates for the ELSSTART member and have completed the customizing all of the individual CA product control members as outlined in Configuring CA Products for CAISDI.