Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › Configure CA Service Desk Connection

Configure CA Service Desk Connection

Configure the connection to CA Service Desk in CA SOI to integrate alert and incident management between CA SOI and CA Service Desk.

Follow these steps:

1. Click the Administration tab on the Dashboard.
2. Expand CA Service Operations Insight Manager Configuration and the server name and click Help Desk Configuration.
3. Select the appropriate version of CA Service Desk in the Help Desk Type drop-down list.

   Note: The Service Desk Web Services component must be installed for the version that you select.

4. Enter CA Service Desk server properties. Select the SSL check box if CA Service Desk is SSL-enabled.

   Note: For more information about enabling integration with SSL-enabled CA Service Desk, see Export the CA Service Desk SSL Certificate.

   The user credentials must either have administrator privileges or belong to an Access Type that has rights to CA Service Desk Web Services and APIs. In addition to the Administrator role, the Level 2 Analyst role has the appropriate rights.

5. Click Test.

   A successful connection message displays if you entered valid CA Service Desk server settings.

6. Click Save.

Note: If you changed an existing Help Desk Configuration setting (for example, a BMC Remedy or different CA Service Desk server integration), restart the CA SAM Application Server service for the change to take effect.