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Integrate With CA Service Desk Manager

For CA Open Space installations, before you can complete the following integration procedure, there are prerequisites that your Service Desk administrator must complete. These prerequisites are required for integration options:

• Enable a Web Services Access Policy that is configured with the Allow Impersonation setting enabled. We recommend using the existing DEFAULT Access Policy. This policy is the one that you enter in the ACCESS POLICY field in the following procedure.
• Generate an authentication certificate for the Access Policy. CA Service Desk provides a server-side utility that can generate a certificate. On the Service Desk Server, the command line to generate the certificate for the access policy is as follows:

  pdm_pki -p policy_name
  

  This command generates an authentication certificate file policy_name.p12. This file is the one that you upload in the following procedure.

• Complete the Proxy Contact field for the DEFAULT Access Policy. The Proxy Contact must be a system administrator in CA Service Desk Manager.

For more information about the Access Policy and generating the certificate, see the Technical Reference Guide on the CA Service Desk Manager r12.6 and r12.7 bookshelf on CA Support Online.

Follow these steps:

1. From the Data Sources page, click the Edit icon for the CA Service Desk Manager data source.
2. Complete the fields to configure the integration as follows:

   NAME

   Defines a name for your data source. The name is displayed in the header for search results from the Service Desk Knowledge Base.

   TICKET TYPE

   Defines the type of Help Desk tickets that are implemented in your organization.

   DEFAULT PRIORITY

   Defines the default priority level for new requests.

   URGENT PRIORITY

   Defines the priority level for urgent requests.

   BASE URL

   Identifies the URL of the Service Desk server.

   To verify this value, enter the URL in a browser. If the value is correct, you see the CA Service Desk interface.

   Example: http://servicedesk.ca.com/

   WSDL URL

   Identifies the relative URL of the web services endpoint on the Service Desk server. Generally, this URL is generated for you. For some CA SDM deployment configurations, you may have to override this value with a value provided to you by CA Technologies Support.

   To verify this value, enter the complete URL in a browser, that is, the Base URL plus the WSDL URL. If the value is correct, you see an XML document (the WSDL).

   Example: http://servicedesk.ca.com//axis/services/USD_R11_WebService?wsdl

   SERVER HOSTNAME

   Identifies the internal hostname of the server. To obtain the hostname, run a command on the Service Desk server as follows:

   hostname
   

   This returns the hostname of the server.

   ACCESS POLICY

   Identifies the name of the Web Services Access Policy as configured in your CA Service Desk Manager installation. The Access Policy must be the one used to generate the authentication certificate.

   Default: DEFAULT

3. To upload your previously generated CA SDM authentication certificate, click UPLOAD CERTIFICATE. The default name for this file is DEFAULT.p12. The certificate file name matches the name of the Access Policy.

   The file name appears.

4. In the INSTRUCTIONS field, enter information to appear at the top of new request forms.
5. To test the integration connection, click TEST CONNECTION.
6. If the test is not successful, review the data that you entered and correct as necessary.
7. When you are ready to enable the data source for your organization, set the STATUS to Enabled.
8. Click Save.

   CA Open Space is integrated with CA SDM and the data source is available for your users. You can now configure the request form to include the fields and information your organization requires.

Note: Make sure that all the CA Open Space users available in CA SDM has the User ID and email address for a successful integration.