|
|
|
To create CA Service Desk tickets for product messages, CA Spool Enterprise Print Management uses CAISDI/med services to interface with the CAISDI/soap task to open a CA Service Desk tickets based upon a CA Spool Enterprise Print Management message id. To activate this, in the CA Spool Enterprise Print Management parameters add SDI=YES. You control which CA Spool Enterprise Print Management message cause a CA Service Desk ticket to be opened by adding SDIREQ=YES to the MESSAGE statement for that message number. Optionally, for some or all of these messages, you can code EXIT=YES on the MESSAGE statement to invoke user exit ESFMSG0 before making the request to open a CA Service Desk ticket. With this exit the text of the CA Service Desk ticket can be updated or the creation of a CA Service Desk ticket can be skipped completely.
In addition to the changes to the CA Spool Enterprise Print Management parameters and MESSAGE statements, a PRODUCT initialization statement must be added to the CAISDI parameters to define the interaction between CAISDI and CA Spool Enterprise Print Management to generate the CA Service Desk tickets for the selected messages. Here is a sample of the PRODUCT statements:
/*==================================================================*/
/* Unicenter CA-Spool Product Interface Definitions */
/* */
/* Define Unicenter CA-Spool product ABEND and message events that */
/* are to be captured by CAISDI/med, and how that information is */
/* to be presented in the ticket to CA Service Desk. */
/* */
/* Required customization: */
/* */
/* SERVER CAISDI/med name for Service Desk Server */
/* /
/* */
/* NOTE: Sample values for AFFECTED_END_USER, REPORTED_BY, */
/* ASSIGNEE, and TEMPLATE are valid, provided the */
/* CA Service Desk Administrator loads predefined */
/* templates and contacts. Otherwise, customize these */
/* parameters as directed by the Unicenter Service */
/* Desk Administrator. */
/* */
/*==================================================================*/
PRODUCT CA-SPOOL, /* Product name */+
EVENT=(%ESF886), /* Event qualifier */+
AFFECTED_END_USER=System_Spool_User, /* Affected End User */+
REPORTED_BY=System_Spool_User, /* Reported by for tickets */+
ASSIGNEE=System_Spool_User, /* Assigned contact name */+
PRIORITY=2, /* Priority for tickets */+
/* TEMPLATE='CA-Spool,Priority unassigned', /* template name */+
SERVER=USDSRV01 /* Direct requests to this server */
PRODUCT CA-SPOOL, /* Product name */+
EVENT=(ABEND,%ESF*), /* Event qualifier */+
AFFECTED_END_USER=System_Spool_User, /* Affected End User */+
REPORTED_BY=System_Spool_User, /* Reported by for tickets */+
ASSIGNEE=System_Spool_User, /* Assigned contact name */+
PRIORITY=3, /* Priority for tickets */+
/* TEMPLATE='CA-Spool,Priority unassigned', /* template name */+
SERVER=USDSRV01 /* Direct requests to this server */
This sample shows two PRODUCT statements that are used to activate the capture of message events for CA Spool Enterprise Print Management. The PRODUCT statement defines the following:
If all of the CA Service Desk attributes are the same for the message events, then only one PRODUCT statement would be necessary. However, the severity of messages can vary, and this sample shows how you can open CA Service Desk tickets with different priorities for different messages.
The EVENT parameter indicates the events associated with this PRODUCT definition. The event ID associated with the messages produced by CA Spool Enterprise Print Management is composed of the command character followed by the message id. For example, the event ID for message ESF355 could be -ESF355. This sample contains two PRODUCT statements, the first for message ESF886 and the second for all other CA Spool Enterprise Print Management messages by using the event name of %ESF*.
The SERVER parameter refers to the SERVER statement that defines the CA Service Desk server that is to receive tickets associated with this product definition.
The remaining parameters identify CA Service Desk entities that are assigned to any generated tickets. These entities should be predefined by the CA Service Desk administrator on the target CA Service Desk server. Note that the PRIORITY parameter is the only one that is different in the two preceding PRODUCT definitions. You could also set different templates and/or end user for the different messages.
The most important predefined entity is the CA Service Desk TEMPLATE name. The proper use of predefined CA Service Desk templates ensure that tickets generated by CAISDI/med on behalf of CA Spool Enterprise Print Management are properly categorized, prioritized, and assigned.
The AFFECTED_END_USER parameter is used to define the contact name that appears in the Affected End User field of the ticket.
The REPORTED_BY parameter is used to define the contact name that appears in the Reported By field of the ticket.
The PRIORITY parameter defines the priority of the ticket.
The ASSIGNEE parameter is used to define the contact name that appears in the Assignee field of the ticket.
For detailed information on these parameters, see Running CAISDI.
| Copyright © 2012 CA. All rights reserved. | Tell Technical Publications how we can improve this information |