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The PRODUCT statement is used to establish initialization values that both define the representation of a CA product and provide specific values for all CA Service Desk tickets generated on behalf of the defined CA product.
Note: At least one valid PRODUCT statement must be specified in the MEDPARMS initialization parameter data set; otherwise, CAISDI/med will not start.
Use this syntax for the PRODUCT statement:
PRODUCT product_name
JOBNAME=name
EVENT=(name[,name][,name] . . . [,name])
AFFECTED_END_USER=(lastname [,firstname][,middlename])
REPORTED_BY=(lastname [,firstname][,middlename])
ASSIGNEE=(lastname [,firstname][,middlename])
PRIORITY=value
TEMPLATE=name
SERVER=name
This required positional parameter defines the one- to 28-character CA product name mask. The product name mask is compared against requests made by callers of the CAISDI/med address space. The mask value can contain any alpha, numeric, special, or national character. If special characters are included in the mask, the mask should be enclosed in single quotes ('). If a single quote is included in the mask, it should be represented by two consecutive single quotes (''). Wild card support is provided. A percent sign (%) can be used to match any single character, while an asterisk (*) can be used to match all trailing characters inclusive of the asterisk.
This optional parameter specifies a one- to 8-character job name mask that must be associated with the abend event for a match condition to occur. This parameter is useful if a given instance of a CA product executes in multiple address spaces in the same z/OS image. The mask value can contain any alpha, numeric, or national character. Wild card support is provided. A percent sign (%) can be used to match any single character, while an asterisk (*) can be used to match all trailing characters inclusive of the asterisk.
If this parameter is omitted, JOBNAME match is not performed for the named product.
This optional parameter specifies a list of one to 16 qualifiers for the events being reported by the given product. A given type qualifier is a one- to eight- character mask that must be associated with the reported event for a match condition to occur. This parameter is useful if different events reported by a CA product are to have different and unique CA Service Desk attributes, or even to be directed to different CA Service Desk servers. The mask value can contain any alpha, numeric, or national character. Wild card support is provided. A percent sign (%) can be used to match any single character, while an asterisk (*) can be used to match all trailing characters inclusive of the asterisk.
If this parameter is omitted, event qualifier matching is not performed for the named product.
This parameter defines the CA Service Desk contact name to which newly created tickets are assigned. This contact name must be pre-defined on the CA Service Desk server.
A contact name is comprised of a required one- to 30-character last name, an optional one- to 30-character first name, and an optional one- to 30-character middle name. When either of the optional names is specified, the operand values should be separated by commas and the entire operand string should be enclosed in parentheses.
An AFFECTED_END_USER name is required by CA Service Desk to create a ticket. If this value is omitted, or is not pre-defined, a default CA Service Desk contact name of System_SD_User is used to create a new ticket.
This parameter defines the CA Service Desk creator name established for newly created tickets. This creator name must be a contact name pre-defined on the CA Service Desk server. This name is comprised of a required one- to 30-character last name, an optional one- to 30-character first name, and an optional one- to 30-character middle name. When either of the optional names is specified, the operand values should be separated by commas and the entire operand string should be enclosed in parentheses.
A REPORTED_BY name is required by CA Service Desk to create a ticket. If this value is omitted, or is not pre-defined, a default CA Service Desk contact name of System_SD_User is used to create a new ticket.
This parameter defines the CA Service Desk contact name that is displayed in the Assignee field of newly created tickets. This contact name must be predefined on the CA Service Desk server. The contact name is comprised of a required one- to 30-character last name, an optional one- to 30-character first name, and an optional one- to 30-character middle name. When either of the optional names is specified, the operand values should be separated by commas and the entire operand string should be enclosed in parentheses.
If a TEMPLATE name operand is supplied on the product statement but the ASSIGNEE name operand is omitted, the ASSIGNEE name defined in the CA Service Desk template is used, if defined.
If a TEMPLATE name operand is not supplied on the PRODUCT statement and the ASSIGNEE name operand is omitted or is not predefined, the ticket may be unassigned. CA Service Desk provides several mechanisms to select an assignee. For example, the CA Service Desk Assignee_set option can be set such that the REPORTED_BY contact name is used when the ASSIGNEE field has not been specified. CA Service Desk rules can also be applied to set the ASSIGNEE contact field in the ticket. See the CA Service Desk documentation for details on defining an ASSIGNEE contact when one is not supplied. If specified, the ASSIGNEE contact whose ID is used must be of the type "Analyst".
This parameter defines one of the defined CA Service Desk priority values to be assigned for newly created tickets. Acceptable operand values are 1, 2, 3, 4, 5, and NONE.
If a TEMPLATE name operand is specified on the PRODUCT statement, but the PRIORITY value operand is omitted, no PRIORITY value is required as it is assumed that the appropriate priority is defined within the named CA Service Desk template.
If a TEMPLATE name operand is not supplied on the product statement, a PRIORITY value is required by CA Service Desk to create a ticket. If this value is omitted, or is not pre-defined, a default CA Service Desk priority of NONE is used to create a new ticket.
This required parameter defines the one- to eight-character name of a SERVER initialization statement, which in turn, denotes the CA Service Desk sever will receive CA Service Desk tickets generated by this product.
Note: This is a required parameter and must be specified on the PRODUCT initialization statement.
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 defines the one- to 64- character CA Service Desk template name to be used for newly created tickets. This template name must be pre-defined on the CA Service Desk server. A template can be used to assign ticket attributes such as Impact, Severity, Asset, and Group. Effective use of templates will categorize and assign tickets properly.
If this value is omitted, or is not pre-defined, no CA Service Desk template specification is used when creating a new ticket. In this case, valid operand values should be specified for the AFFECTED_END_USER, REPORTED_BY, and PRIORITY parameters.
If the TEMPLATE name parameter operand is specified, ASSIGNEE and PRIORITY are not required, and if omitted, no defaults are supplied for these respective parameter operands. In this case, it is assumed that these ticket attributes are defined within the named template.
If ASSIGNEE or PRIORITY are specified in addition to a TEMPLATE name, the ASSIGNEE or PRIORITY values will override their respective values defined in the CA Service Desk template.
The following is an example of the PRODUCT control statement:
PRODUCT CA-OPS/MVS,
EVENT=(ABEND,PROBLEM),
JOBNAME=OPSMAIN,
AFFECTED_END_USER=System_OPSMVS_User,
REPORTED_BY=System_OPSMVS_User,
ASSIGNEE=System_OPSMVS_User,
PRIORITY=2,
TEMPLATE='CA-OPSMVS,Priority unassigned',
SERVER=USDSRV01
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