You can integrate CA Workload Automation AE with CA Service Desk to let you open a service desk ticket (request or incident) when a job fails.
CA Service Desk is an enterprise-level service desk solution that lets you automate IT processes and provide audit trails for regulatory compliance. CA Service Desk is installed as a standalone product. CA Service Desk provides a self-service web interface that helps customers resolve their own issues. From this web interface, they can submit tickets, check status, and browse the knowledge base. To initiate a service desk ticket to CA Service Desk, CA Workload Automation AE requires the web service desk URL, login identifier, and password. If you use a web service customer to access CA Service Desk, the web service desk customer can be provided to use as the customer in the service desk request instead of the web service desk login identifier.
The default data files that are added to the CA Service Desk database during configuration are used to create requests through the web services. In addition to the data files, CA Service Desk provides the default templates and contacts for CA Workload Automation AE. That is, the default users and templates use the names of CA Workload Automation AE.
Note: Only the CA Service Desk administrator is authorized to modify the default templates that are provided during the configuration process.
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