Portal User Guide › Using Administration Functions › Help Desk Integration › Set Properties for Help Desk Integration

Set Properties for Help Desk Integration

To set up Help Desk integration, set basic and ticket type mapping properties within the CA RCM portal.

To set properties for help desk integration

1. In the CA RCM portal, go to Administration, Settings.
2. Click Property Settings.

   The Properties screen appears.

3. Click Add New (or Edit, if the property exists) and set the following properties:

   tmsEvent.create.enable

   Defines whether to delegate CA RCM ticket creation events to clients, such as a help desk application.

   Values: True/False

   integration.unicenter.servicedesk.username

   Defines the help desk user name used to access CA RCM, such as administrator.

   integration.unicenter.servicedesk.password

   Defines the password for the help desk user.

   integration.unicenter.servicedesk.webservice.url

   Defines the help desk Web Service URL.

   Note: CA Help Desk r12 exposes a new Web Service, but CA RCM only supports the r11 Web Service.

   integration.unicenter.servicedesk.user.field

   Defines the field in the permission configuration user database (eurekify.udb) that states the login ID of the user in the help desk system.

   Note: If not specified, PersonID is used.

   integration.unicenter.servicedesk.type.mapping

   Defines the mapping between RCM ticket types and the help desk ticket types, using a key value pair.

   Example: TMS:TestTicket=ChangeOrder,SAGE:*RoleTicket=Bug, SAGE:ErrTicket=Issue

   The previous example details the following:

   • Maps the CA RCM test ticket to the help desk ChangeOrder
   • Maps the CA RCM error ticket to the help desk 'Issue' ticket
   • Maps any CA RCM ticket with a type that ends in 'RoleTicket' to a help desk ticket of 'Bug' type. (SAGE:*RoleTicket=Bug)

   integration.unicenter.servicedesk.object.type.ChangeOrder

   Defines the help desk object type of the ChangeOrder ticket.

   integration.unicenter.servicedesk.attributes.ChangeOrder

   Defines attributes of the ChangeOrder ticket. Use the velocity template language to set the values for this property. Predefined variables are available to set these values.

   Examples:

   chg_ref_num, RCM_1_${ticket.getTicketId()}_${currentTime},
   description, ${ticket.getDescription()},
   summary, ${ticket.getTitle()}, 
   affected_contact, ${ticketOwnerHandle}, 
   requestor, ${loginUserHandle} =
   

   Note: For more information about the velocity template language, see http://velocity.apache.org/engine/releases/velocity-1.6.2/user-guide.html.