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Configure Data Sources › How to Configure the CA SDM Data Source › Configure the CA SDM Data Source

Configure the CA SDM Data Source

Configure the CA SDM data source for the users to create, review, and search information from CA SDM directly in CA Open Space.

Follow these steps:

  1. Select Data Sources from the Administration page.
  2. Click the arrow for the CA SDM data source to enter the following configuration information:
    NAME

    Specifies the name for the CA SDM data source. This name is displayed in the header for search results from the CA SDM Knowledge Base.

    TICKET TYPE

    Indicates the type of Help desk tickets that are implemented in your organization.

    LABEL FOR TICKET TYPE

    Specifies the label that you want to associate with the selected ticket type.

    DEFAULT PRIORITY

    Specifies the default priority level for new requests.

    URGENT PRIORITY

    Specifies the priority level for urgent requests.

    BASE URL

    Specifies the CA SDM server URL. To verify this value, enter the URL in a browser. If you see the CA SDM interface, then the value is correct.

    Format: http://<CA_SDM_Server_Hostname>:<Port_Number>/

    Example: http://servicedesk.test.com:8080

    WSDL URL

    Specifies the relative URL of the web services endpoint on the CA SDM server. By default, 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.test.com:8080/axis/services/USD_R11_WebService?wsdl

    SERVER HOST NAME

    Specifies the servlet server as defined in CA SDM for Service Desk attachment repository. Since this host name is case-sensitive, run the hostname command from the CA SDM server and enter exactly the same value that is returned from the command.

    Important! In the advanced availability configuration, if you have used the background server host name for this field and the system administrator performs a scheduled failover, the background server will become the standby server. You must add the new background server host name to this field after the failover.

    ACCESS POLICY

    Specifies the name of the Web Services Access Policy as configured during the CA SDM installation and that is used to generate the authentication certificate. Use the access policy mentioned in the Verify the Prerequisites topic.

  3. Click UPLOAD CERTIFICATE to upload the authentication certificate that you created in the Verify the Prerequisites topic. The certificate file name must match the name of the ACCESS POLICY.
  4. Follow these steps to enable live chat:
    1. Select YES to enable Live Chat from the Search, Home, and Request pages.
    2. (Optional) Customize the Live Chat link text (Default text: Chat with an IT Analyst now!).

      Important! Users with the OOTB Customer access type cannot create tickets (incident or request) or launch live chat from CA Open Space. The Customer access type must have Employee as the role in CA SDM to perform these actions. For more information about adding the roles, see the CA SDM documentation.

  5. Enter information to appear at the top of new request forms in the INSTRUCTIONS field.
  6. If you want the users to access the ITSM mobile application, enter the CA SDM server URL (where REST is installed and configured) as the SERVICE DESK REST URL FOR MOBILE APP.

    Format: http://<CA_SDM_Server_Host_Name>:<Rest_Port_Number>/

    Example: http://<CA_SDM_Server_Host_Name>:8050/

  7. Click TEST CONNECTION. If the test is not successful, review the data that you entered and correct as necessary.
  8. When you are ready to enable the data source for your organization, set the STATUS to Enabled.
  9. 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.

  10. Configure Request Form