Contacts

An important part of establishing a working service desk is defining the users who are going to access it. In CA SDM, users are named contacts, and you can perform several tasks to set up and manage them:

Set up contacts manually.
Organize contacts into groups that define areas of responsibility.
Establish contact types to organize your CA SDM contacts into logical groupings based on how they use the system.
Import LDAP user information into a CA SDM contact record.
Assign a contact to a role to define the accessible system functionality.
Assign a special handling type, such as Very Important Person (VIP), to a contact.

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