Integrating with CA Service Desk Manager › How to Open Change Orders During Request Fulfillment › Synchronize Notes and Attachments

Synchronize Notes and Attachments

This topic applies if you have configured CA Service Catalog to create a ticket (change order or incident) in CA Service Desk Manager when a catalog user submits a request for certain services. In such cases, each ticket is associated with a specific service option in the requested service. You can enhance this integration by synchronizing notes and attachments to be copied from a service option its related ticket. You can specify this synchronization to occur both before and after the ticket is created. This synchronization helps provide the latest information about the request to the CA Service Desk Manager staff (for example, the analysts) who process the related ticket.

Follow these steps:

1. Click the Event Type named Request/Subscription Item Change, and proceed as follows:
   1. Click the rule named When Category is Hardware and Status is Filled from Inventory.
   2. Select the action named Launch HWSWFilledFromInv_SDM SRF and click the Disable button on the Actions bar.

      This step disables the default fulfillment action, which does not support the synchronization of notes and attachments.

   3. Select the action named Launch HWSWFilledFromInv_SDM_SYNC SRF and click the Enable button on the Actions bar.

      This action synchronizes both notes and attachments between service options and tickets before the ticket is created.

   4. Click Done.

      You return to the Event Details page.

2. Perform these actions, using the previous step as a model:
   1. Open the Document Create Event Type.
   2. Enable the rule named When attachment is added to Service Catalog request.
   3. Enable the action named Launch PAM SRF to sync attachments.

   This action synchronizes attachments between service options and tickets after the ticket is created. That is, if a catalog user adds an attachment to a service option after submitting the request, this action passes the attachment to the related ticket.

3. Perform these actions:
   1. Open the Notes Create Event Type.
   2. Enable the rule named When note is added to Service Catalog request.
   3. Enable the action named Launch PAM SRF to sync notes.

   This action synchronizes notes between service options and tickets after the ticket is created. That is, if a catalog user adds a note to a service option after submitting the request, this action passes the note to the related ticket.