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Interfaces and Integration Points Best Practices › CA Service Desk

CA Service Desk

Use the CA Service Desk feature to open problem issues automatically. This feature is primarily intended to open issues for abnormal job completions or when selected queues reach 80% full.

To implement the CA Service Desk feature

  1. Install and configure the CA Service Desk using CAISDI/els from CA Common Services. CAICCI must also be present between the system where CAISDI/els and the CA WA CA 7 Edition are installed.
  2. Customize the AL2CNTL member found in the CA WA CA 7 Edition CAL2EVNT library.
  3. Review and if necessary create CAISDI/els events in the CAL2EVNT library.
  4. Define the product and event library to CAISDI/els system.
  5. Configure the CA Service Desk to recognize the information contained in the AL2CNTL member.
  6. Add the SERVICEDESK initialization statement to CA WA CA 7 Edition.
  7. Add SERVDESK and SERVLOG DD statements to the CA7ONL procedure. The SERVDESK statement contains the rules for the creation and customization of CA Service Desk events.

Business Value:

Using CA Service Desk enables the recording and processing of problem issues.

More Information:

For more information, see the Interface Reference Guide.