PRODUCT Control Statement
The PRODUCT statement is used to establish initialization values that both define the representation of a CA Technologies product and provide specific values for all CA Service Desk tickets that are generated on behalf of the defined CA Technologies product.
Note: Specify at least one valid PRODUCT statement in the MEDPARMS initialization parameter data set; otherwise, CAISDI/med does 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 Technologies product name mask. The product name mask is compared against requests that are 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 enclose mask in single quotes ('). If a single quote is included in the mask, represent it 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 eight 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 Technologies 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 that the given product reports. 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 Technologies 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 are specified, separate the operand values by commas and enclose the entire operand string in parentheses.
CA Service Desk requires an AFFECTED_END_USER name 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 that is 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 are specified, separate the operand values by commas and enclose the entire operand string in parentheses.
CA Service Desk requires a REPORTED_BY name 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 are specified, separate the operand values by commas and enclose the entire operand string in parentheses.
If a TEMPLATE name operand is supplied on the product statement but the ASSIGNEE name operand is omitted, the ASSIGNEE name that is 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 can 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, CA Service Desk requires a PRIORITY value 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 server receives CA Service Desk tickets that this product generated.
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 categorizes and assigns tickets properly.
If this value is omitted or is not pre-defined, no CA Service Desk template specification is used to create a new ticket. In this case, do not specify valid operand values for the AFFECTED_END_USER, REPORTED_BY, and PRIORITY parameters.
If the TEMPLATE name parameter operand is specified, ASSIGNEE and PRIORITY are not required. If they are 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 override their respective values that are 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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