Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › Enable Automatic Links to Tickets

Enable Automatic Links to Tickets

Click the Ticket ID link for an alert in CA SOI to open CA Service Desk in context to see the associated ticket details.

When you click the link, you are prompted for a user name and password to log in to CA Service Desk. If you set up external authorization with Apache Tomcat on the CA Service Desk system, you can proceed directly to the ticket detail without logging in.

Perform this procedure on the CA Service Desk server.

Follow these steps:

1. Go to the web site http://jcifs.samba.org.
2. Download the latest version of the jcifs.jar file and copy it to NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\lib on the CA Service Desk system.
3. Open the web.xml file that is located at NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF.
4. Add the following code after the Add filter-mapping here section:

   <!-- Add filter-mapping here -->
   

   <filter>
   

   <filter-name>NtlmHttpFilter</filter-name>
   <filter-class>jcifs.http.NtlmHttpFilter</filter-class>
   

   <init-param>
      <param-name>jcifs.smb.client.domain</param-name>
      <param-value>domainname</param-value>
   </init-param>
   

   <init-param>
      <param-name>jcifs.netbios.wins</param-name>
      <param-value>WINS IP</param-value>
   </init-param>
   

   </filter>
   <filter-mapping>
   

   <filter-name>NtlmHttpFilter</filter-name>
   <url-pattern>/*</url-pattern>
   

   </filter-mapping>
   

   <!-- Context Listener -->
   

5. Restart Tomcat by entering the following commands on the command line:

   pdm_tomcat_nxd -c stop
   pdm_tomcat_nxd -c start
   

6. Log on to the CA Service Desk web interface and go to the Administration tab, Security, Access Types. Click the default access type.

   The Access Type Detail page opens.

   For more information about configuring CA Service Desk using the web interface, see the CA Service Desk Administration Guide.

7. Click Edit.

   The Update Access Type page opens.

8. Go to the Web Authentication tab and enter a check mark in the Allow External Authentication check box.
9. Create a contact with your domain login as the System Login.
10. Run the Tomcat URL.

    You can now log in to CA Service Desk directly.