Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › How to Create Notification Triggers in CA Service Desk › Configure CA Service Desk Notifications

Configure CA Service Desk Notifications

When the assignee value on a CA Service Desk ticket changes, the CA Service Desk Manager notification system notifies CA SOI of the change by calling the INSTALL_DIR\bin\NotifySOI.bat script. The script then calls CA SOI through the CA SOI Web Services to set the CA SOI assignee on the alert to the same value as the CA Service Desk ticket.

A CA SOI-created ticket can cause CA SOI to clear an alert when the ticket status changes to the configured (on the SOI Console Help Desk Configuration dialog) status. CA SOI clears alerts only if the Auto Clear Alert check box is selected.

Follow these steps:

1. On the CA SOI installation image, copy the contents from the Disk1\Integrations\SOI-CAServiceDesk folder to the CA Service Desk Manager server in the SDM_HOME\bin directory.
2. Edit the ConfigSOI.bat file and modify the following lines:
   • SDM_HOME: If the path is different from the default path.
   • JAVA_HOME: If the path is different from the default path.
3. Locate and run the SDM_HOME\bin and execute the ConfigSOI.bat utility.
4. Perform the following actions:
   1. Set the installation folder to SDM_HOME\bin.
   2. Set the Java home folder, but do not include the bin folder.
   3. Click Continue.
   4. Complete the CA SOI configuration information.
   5. Use the SA Manager port for the SOI Port number.
5. Click Save.

   The utility generates a file named soi_env.bat in the SDM_HOME folder.

6. Click Test to the test the connection to CA SOI from the CA Service Desk Manager server.

   Note: If the test fails, view your settings and verify that the SDM server can access the SA Manager server.

7. Exit the utility.