Customizing Asset Management › Policies › Integration with CA Service Desk Manager › Create Service Desk Ticket for a Failed Job

Create Service Desk Ticket for a Failed Job

Asset management integrates with CA Service Desk Manager only through policies. So, if you want to automatically raise a ticket for a failed job, you must do the following:

• Create query that retrieves the failed jobs
• Create a policy based on the query. This policy can be configured to create a ticket for a failed job.

To create a query to retrieve the failed jobs

1. Right-click the Queries folder and select New.

   The Select Target dialog appears.

2. Select Computers and click OK.

   The Query Designer dialog appears.

3. In the Insert Argument section, select Jobs, Asset Jobs.

   The Select Field dialog appears.

4. Expand the tree and select Job Status.
5. Select the job to be queried in the Job field, select the Status as Error and click OK.

   The Select Field dialog closes.

6. Click OK in the Query Designer dialog.

   The Save Query dialog appears.

7. Enter the name of the query and click OK.

   The query is saved with the given name and is displayed under the Queries, Computers folder.

To create a policy based on the above query

1. Right-click the Policies, Query Based folder and select New.

   The Policy Designer dialog appears.

2. Specify the policy name, policy severity and select the above query from the list of queries in the General section.
3. Click the Service Desk section and enable the service desk integration, select the problem type and specify the description or comment and click OK.

   The policy is saved. This policy checks whether the selected job is failed on any managed computer. If yes, it creates a service desk ticket for the policy violation.