System Description › Customization Considerations › SERVICEDESK Option

SERVICEDESK Option

If CA Service Desk is installed and available, CA SMF Director can be set up to automatically open Service Desk requests at any instance of Service Desk installed in an enterprise. If the default Service Desk instance is the one where CA SMF Director is to open Service Desk requests, then only the SERVICEDESK operand need be present on the OPTIONS control statement. All of the principal defaults used by Service Desk can be overridden using the other Service Desk operands on the OPTIONS control statement.

Note: A NOSERVICEDESK operand is the default; therefore, it need not be specified if you do not want CA SMF Director to issue Service Desk requests.

If Service Desk requests are to be opened, the CA Common Services SOAP Client Service (CAISDI/soap) address space must be up and running, because it is that address space that actually opens the Service Desk requests in Service Desk. In addition CA Common Communications Interface CAICCI must be installed and set up so that the Service Desk API can locate the SOAP Client Service. For more information on the SOAP Client Service, see the CA Common Services for z/OS Service Desk Integration Guide. For more information on CAICCI, see the CA Common Services for z/OS Administrator Guide.

If the SERVICEDESK operand is the only operand present, the following defaults will be used for making Service Desk requests:

CA SMF Director provides operands on the OPTIONS statement to override these values. These operands require that the SERVICEDESK operand be present; otherwise they will be ignored.

If the Service Desk default request priorities are not what you want, the SDHIGHSEVERITY and SDLOWSEVERITY are provided to set the priorities to the desired values:

• The SDHIGHSEVERITY operand can be set to any value between 1 and 4.
• The SDLOWSEVERITY operand can be set to any value between the value of SDHIGHSEVERITY and 5.
• CA SMF Director can also be set to issue all requests at a single priority by setting the two operands to the same value between 1 and 4 (but not 5).

If CA SMF Director needs to send Service Desk requests to an instance of Service Desk that is not the default instance indicated in the SOAP Server, the SDURL operand of the OPTIONS statement is provided to indicate the Service Desk that should receive the request.

Note that the SDURL value is case-sensitive. Also, since the SDURL that is coded contains special characters, it must be enclosed in single quotes within the parentheses. If the URL is not coded in single quotes, a parsing error will be returned and the COMPILE CONFIGURATION process will fail.

If the Service Desk User ID and Password are different from the User ID and Password indicated in the SOAP Client address space, the SDUSERID and SDPASSWORD operands are available on the OPTIONS statement. Note that both parameters must be present if they are to be used. In addition, note that the values of the User ID and Password are case-sensitive. If special characters are part of the User ID or Password, the operand values must also be enclosed in single quotes.