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CA Service Desk Configuration › Verify the File Server Installation › Configure CAISDI/elmds › Customize the CA Service Desk Parameters

Customize the CA Service Desk Parameters

Follow these steps:

  1. So that CAISDI can successfully generate a ticket, CAISDI must define certain fields in a request. Obtain these field specifications from the CA Service Desk administrator.
  2. Before CA Service Desk can create tickets that are generated by CAISDI/elmds (supporting the CAISDI/med and CAISDI/els functionality), the CA Service Desk administrator must predefine the contacts that are 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 Technologies 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. Use the appropriate template name for each CA Technologies product, documented in the chapter Configuring CA Technologies Products for the CAISDI.
  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 procedure is complete when: