Customizing CA SMF Director › Defining Service Desk Support

Defining Service Desk Support

When defining configurations, CA SMF Director can be configured to create Service Desk requests in the unlikely event of an error during the dump process. Events are split into two categories:

High Priority Requests

High priority Service Desk requests are opened when there is a problem that could result in a loss of SMF data if the dump process does not complete:

• Allocation error on history file. CA SMF Director can dynamically allocate history files where the SMF data will be dumped during the dump process. If the file does not get allocated, the dump process will terminate before any data is dumped.
• I/O error on history file. If one of the output history files encounters an error while being written to, the dump process will terminate before all of the data in the input SMF data set is dumped.

Low Priority Requests

Low priority Service Desk requests are issued if something goes wrong during the Dump Process, but there is no risk of the loss of SMF data because the history files were written to completion as intended:

• Allocation and deallocation errors on split files.
• I/O error on split file.
• Error cataloging history file. The data was successfully written to the history file, but the attempt to CATALOG the data set was unsuccessful. The Service Desk request will indicate the catalog operation that is needed to catalog the history file.
• Overlap error in SMF data written to history file.

To enable CA SMF Director to open Service Desk requests, you must code the SERVICEDESK operand on the OPTIONS statement when compiling configurations. If the indication is made and an error occurs during the Dump Process, which is defined as a Service Desk event, CA SMF Director will make one and only one attempt to open a Service Desk request. To allow for greater flexibility in the creation of Service Desk requests, additional operands provided on the OPTIONS control statement can indicate which instance of Service Desk is to be used (SDURL), what user ID and password work for that instance (SDUSERID, SDPASSWORD), and what Service Desk severity levels should be used for high priority and low priority requests.

In order for the Dump Process to open Service Desk requests successfully, you must do the following:

• The CA Common Services SOAP Client Service (CAISDI/soap) address space must be installed and configured. For information on configuring the SOAP Client Service, see the CA Common Services for z/OS Service Desk Integration Guide.
• Service Desk must be installed at your site. See the Service Desk documentation for installation and setup procedures for Service Desk.