The integration of CA IT Client Manager with CA Service Desk Manager makes CA IT Client Manager a Service Aware application, meaning that CA IT Client Manager can trigger on certain events of its Managed Assets and create tickets in CA Service Desk Manager.
Ticket creation and workflow in CA Service Desk Manager is controlled by the Service Aware policy, which enumerates a list of problem types. CA IT Client Manager uses problem types to categorize the problem and to address the ticket to be created.
CA IT Client Manager and CA Service Desk Manager provide graphical user interfaces that allow context-sensitive launches of each other for the integration.
This chapter describes setting up and configuring the system and security and authentication aspects. The configuration considerations apply for DSM domain and enterprise managers.
For details on CA Service Desk Manager, for example problem types, see the CA Service Desk Manager documentation set.
This section contains the following topics:
Associating Discovered Assets with Owned Assets
Context Launch Between CA ITCM and CA Service Desk Manager
Context Launch from CA Service Desk Manager to CA ITCM
Setting Up CA Service Desk Manager and CA ITCM
Prerequisite for In-context Launching of CA Service Desk Manager
Prerequisites for CA Service Desk Manager Integration with Multiple Engines
Prerequisites for CA Service Desk Manager Integration with Enterprise Manager
About CA ITCM and CA Service Desk Manager Integration
Secure Logon to the CA Service Desk Manager Web Service
Settings in the Configuration Policy
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