Asset management integrates with CA Service Desk Manager to automatically raise service desk tickets whenever a policy is violated. You can also create ad hoc service desk tickets in the context of a managed computer asset. The DSM administrator is enabled to launch the CA Service Desk Manager web browser, so that tickets associated with software policies can be viewed immediately. Similarly, the Service Desk Analyst is enabled to launch the DSM Explorer and the Web Console to locate the violated policies.
As a prerequisite for enabling the integration, you must have enabled the Service Desk Integration in the common configuration policy.
The following features are implemented:
Asset management populates the problem types from the CA Service Desk Manager database and displays in the Service Desk section of the Policy Designer dialog. You can select any of these problem types when creating a policy. Asset management assigns this problem type when creating a ticket in CA Service Desk Manager.
CA Service Desk Manager has a duplicate ticket handling policy to decide whether to open a new issue for each policy violation or just append to the activity log of the same issue. You can also configure a combination of both so that a new issue is opened for example, every day.
Asset management does not support automatic closure of service desk tickets. You have to close the tickets from the Service Desk GUI.
Note: For more information about CA Service Desk Manager integration, see the Implementation Guide.
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