Customizing Asset Management › Policies › Integration with CA Service Desk Manager › Configure Integration to Service Desk

Configure Integration to Service Desk

Asset management integrates with CA Service Desk Manager for automatically raising service tickets when an asset violates a policy. To configure this integration to Service Desk, follow these steps:

1. Navigate to Domain, Control Panel, Configuration, Configuration Policy, Default Configuration Policy, DSM, Service Desk Integration, default.

   The right pane displays the policy settings relating to service desk integration.

2. Double-click the following policy settings to change the values:

   Note: You can change these values only if you unseal the Default Configuration Policy by right-clicking the policy and selecting Un-Seal.

   Enabled

   Indicates whether CA Service Desk Manager integration is enabled.

   Default: False

   Identifier Field

   Defines a reserved field in MDB for querying all tickets being created by a specified asset or software distribution.

   Note: Instead of the default, you may want to reserve one of the string# fields that CA Service Desk Manager provides for user-specific purposes.

   Default: summary

   Logon Password

   Specifies the logon password for CA Service Desk Manager Web Services.

   Logon Service Aware Policy

   Specifies the name of the policy to log into if Type of Logon to Service Desk is set to notmanaged. If left blank, the default Service Desk policy is used.

   Note: A PKCS#12 certificate includes a policy description that will always override this value.

   Default: MANAGED_ASSET_EVENTS

   Logon User Name

   Defines the user account for the logon to CA Service Desk Manager Web Services.

   Default: System_MA_User

   Service Desk Endpoint

   Specifies the URL to CA Service Desk Manager Web Services. Replace myhost with the appropriate server address for your installation. Note that port 8080 is the default port.

   Default: http//myhost:8080/axis/services/USD_R11_WebService.

   Throttling

   Indicates whether networking and CPU throttling are enabled.

   Default: False

   Timeout

   Specifies the timeout interval for calls to CA Service Desk Manager Web Services. Valid values are: 0 = infinite, positive integers = seconds, and negative integers = milliseconds.

   Example: A value of 200 means a call will time out after 200 seconds, but a value of -200 means it will time out after 200 milliseconds.

   Default: 120

   Type of Logon to Service Desk

   Indicates how logon to CA Service Desk Manager Web Services is controlled. Valid values are: managed (by PKCS#12 certificate) and notmanaged (by user account and password).

   Default: managed

   The integration to the Service Desk is configured as per the settings specified in the above fields.

   Note: You must restart the DSM Explorer GUI for the integration to take effect.

Important! This section is intended for the administrators only. Entering incorrect information may result in the product not working properly. Hence, it is recommended that you create a new policy and modify the same.