Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › Bypass CA SOI Polling for Ticket Assignees

Bypass CA SOI Polling for Ticket Assignees

If you experience a degraded CA Service Desk performance, you can bypass the CA SOI polling for ticket assignees to reduce the number of web service calls into CA Service Desk.

Follow these steps:

1. On the Dashboard Administration tab, edit the Help Desk configuration page for the SA Manager and click Save.
2. On the SA Manager node, edit the following file:

   SOI_HOME\tomcat\custom\svcdesk-config.xml

   This file now has the following entry:

   <svcdsk-poll-assignee>true</svcdsk-poll-assignee>
   

3. Set the parameter to "false" instead of "true".
4. Restart the CA SAM Application Server service.