Integrating with CA Service Desk Manager › Key Terms

Key Terms

This section describes several key terms that you should know when implementing an integration between CA Service Desk Manager and CA Service Catalog. In CA Service Desk Manager, requests, change orders, and related items are the types of tickets that you can open. CA Service Desk Manager defines requests, change orders, and related terms from both an ITIL and non-ITIL perspective.

For a CA Service Desk Manager customer who is not running ITIL, the possible ticket types to open up are as follows:

• Requests are requests for service from internal customers, or in the non-ITIL case could also represent a failure.
• Issues are same as the above except they are meant for external customers.
• Change orders are a request for some type of change to the environment.

For a CA Service Desk Manager customer who is running ITIL, the possible ticket types to open up are as follows:

• Requests are requests for service for internal customers.
• Issues are requests for service from external customers.
• Change orders are a request for some type of change to the environment.
• Incident is a disruption in service, meant to be restored as quickly as possible.
• Problem is for getting to the root cause.

The following is a typical scenario to distinguish between these ticket types on an ITIL installation:

1. An end user opens up an incident with the helpdesk because of problems connecting to email.
2. At the same time, other end users also open up incidents complaining of the same.
3. To restore service as quickly as possible, the email server is rebooted.

   End users can now connect to email. The incident(s) is resolved. Although rebooting the email server got the end users up and running, we still need to determine and fix the root cause.

   From here a problem is opened and attached to the incident(s) for additional research.

After research, the root cause looks to be that there is not enough RAM on the email server, so a change order is opened for the proper approvals to go through to add the additional RAM, this change order is then linked to the problem.