Integrating with Other Help Desk Products › How to Configure Other Help Desk Product Integrations › Configure Universal Help Desk Connection

Configure Universal Help Desk Connection

You configure a connection to the help desk product in CA SOI.

Follow these steps:

1. Access the CA SOI Administration UI and click the Administration tab.

   The Administration Pages pane opens.

2. Expand CA Service Operations Insight Manager Configuration and the server name and click Help Desk Configuration.

   The Help Desk Configuration page opens.

3. Select Universal Help Desk in the Help Desk Type drop-down list and enter the following properties:

   Server

   Specifies the name of the help desk host server.

   Port

   (Optional) Specifies the port number that the desk host server uses.

   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

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

4. Click Test.

   A successful connection message displays if you entered valid help desk settings.

5. Click Save.

   The help desk connection is configured. CA SOI begins interacting with the help desk application through escalation policy and manual ticket generation.