Configuring CA SOI › Configure Help Desk Integration › Edit Help Desk Configuration

Edit Help Desk Configuration

After you configure integration with a help desk product, you can configure global preferences for a help desk configuration. You can also create and maintain custom help desk and announcement properties. For more information about integrating CA SOI with help desk products, see the Implementation Guide.

Follow these steps:

1. Select Tools, Help Desk Configuration in the Operations Console.

   If the Help Desk Status entry is Not Configured, then the connection to a help desk is not configured correctly in the Administration UI. You can still set the help desk configuration in this dialog, but it does not go into effect until a valid help desk connection is established.

2. Select the type of help desk in the Help Desk Type drop-down list.

   Note: If you select BMC Remedy or HP Service Manager, the General tab becomes unavailable. You configure these options for BMC Remedy or HP Service Manager in the CA Process Automation form used to configured BMC Remedy or HP Service Manager server settings. For more information, see the Implementation Guide.

3. Set the following properties in the General tab and click Save:

   Auto clear alert

   Specifies whether to clear the alert automatically in CA SOI when the corresponding help desk ticket changes to the selected status in the help desk.

   Auto change trouble ticket status when alert is cleared

   Specifies whether to change the help desk ticket status automatically to a specified value when the corresponding alert in CA SOI clears.

   Enable Polling

   Specifies whether to poll the help desk application for synchronization. If you select this option, specify a polling interval in the Polling interval for synchronization field. Enable polling if you selected to automatically clear an alert based on ticket status, and the help desk product cannot perform activity notifications triggered by certain user actions and call external binaries as a result of these actions. If this functionality is absent in the help desk, CA SOI must poll the help desk to query for ticket closure.

   The help desk configuration is saved.

4. (Optional) Click the Ticket Properties or Announcement Properties tab and add a custom ticket or announcement properties.

   On this tab, you can also edit or delete existing custom tickets or announcement properties.