Managing Policies › Rules and Actions › Configure CA Service Desk Manager

Configure CA Service Desk Manager

For CA Service Desk Manager releases before Version 12.5, configure CA Service Desk Manager properly with the appropriate ticket status codes, so that you can set your actions to open issues automatically when necessary.

Note: The release number of CA Server Automation and CA Service Desk Manager need not be the same, as long as the two products do not share a database.

To configure CA Service Desk Manager

1. Log in to your CA Service Desk Manager server by typing the following information in your web browser:

   http://servicedesk_servername:8080

   The CA Service Desk Manager splash screen appears.

2. Enter your user name and password, and click Log In.

   The CA Service Desk Manager main page appears.

3. Click Administration and expand the Service Desk tree node in the left pane.
4. Select Requests\Incidents\Problems and then Status.

   The Request\Incident\Status List appears.

5. Click Create New.

   A Create New Request Status window opens.

6. Type Approved in the Symbol text box, select Active from the Record Status drop-down list, type APP in the Code text box, and click Save.

   The new request status appears in the list.

7. Type Rejected in the Symbol text box, select Active from the Record Status drop-down list, type REJ in the Code text box, and click Save.

   The new request status appears in the list.

   CA Service Desk Manager setup is complete and you can now automatically open requests when an action is triggered.