Post-Installation Tasks › Configure Help Desk Integration

Configure Help Desk Integration

As an administrator, you can configure CA SOI to communicate with CA Service Desk, BMC Remedy IT Service Management Suite, HP Service Manager, ServiceNow, or a custom help desk application.

After you complete this configuration, CA SOI can create help desk tickets that are automatically based on alert escalation policies and their associated actions.

For help desk product integration procedures, see the Implementation Guide.

Follow these steps:

1. Click the Administration tab.
2. Click the plus sign (+) next to CA SOI Insight Manager Configuration.
3. Click the plus sign (+) next to the server you want to configure.
4. Click Help Desk Configuration.
5. Select or enter the appropriate information in the following fields:

   Help Desk Type

   Specifies the type and version of help desk software you want to integrate with CA SOI.

   Server

   Specifies the name of the help desk host server.

   Note: Install the Service Desk Web Services component on the CA Service Desk server for the integration with CA Service Desk to work.

   Server Port

   Specifies the port number that the help desk host server uses.

   Launch in Context Port

   (CA Service Desk Only) Specifies the port number that is configured on the help desk host server to launch the ticket detail page.

   User

   Specifies the user account with which to access the help desk.

   Password

   Specifies the password that corresponds with the help desk user account.

   SSL

   Specifies whether to use SSL to communicate with the selected help desk application.

   Note: Import an SSL certificate from the help desk application or CA Process Automation (if you selected BMC Remedy or HP Server Manager) into the CA SOI trust store for the SSL connection to work. For more information about importing the SSL certificate, see the Implementation Guide.

6. (Optional and available only if CA Service Desk integration with Polling is off and SDM Notifications ON) Click the button that is available:

   Resync

   Synchronizes the CA Service Desk Manager ticket statuses. Use when the Service Desk Manager server is restarted to ensure that the ticket statuses are synchronized.

   Refresh Status

   Refreshes and displays the status of the Resync button. This button is available only while a resync is in progress.

7. Click Test to verify that CA SOI can connect to the selected help desk application.

   A message confirms the connection.

8. Click Save.

   CA SOI is configured to communicate with the specified help desk application.

   The updated configuration file is in the SOI_HOME\tomcat\custom\help-desks.xml folder on the SA Manager server.

9. Restart the CA SAM Application Manager service and verify that all changes function correctly.

Note: If the Administration tab changes do not save or the fields clear when you click Save or Test, adjust your browser settings. One of the following actions should solve the problem:

• Add the CA SOI URL to your trusted sites and lower the privacy to accept all cookies. For more information about trusted sites and privacy settings, see your browser documentation.
• Add the domain name of the CA SOI UI Server and SA Manager (for example, company.com) to the privacy managed websites and set to Allow. For more information about managing privacy settings, see your browser documentation.