CA Service Desk Manager

This integration uses an xMatters workflow to become the voice and interface of an automation engine. When CA Service Desk Manager detects something that requires attention, xMatters places phone calls, send emails, or notifies your mobile app.

The instructions cover the following topics:

Overview

This article provides you with the installation and configuration details you need to integrate xMatters with CA Service Desk Manager.

Integration version — features and updates

This version of the integration (3.0) is compatible with CA Service Desk Manager 14.1 (and later).

The integration targets the inbound integrations included in the workflow rather than the form itself. This provides access to all of the enhancement and options available in the Integration Builder, including the Activity Stream, transformation scripts, and authentication options.

How it works

The integration adds functionality to the CA Service Desk Manager notification process, allowing users to own, acknowledge, escalate, and clear events remotely from their device.

Whenever CA Service Desk Manager detects an event, a custom Notification Method runs a wrapper shell script that sends a notification file to the xMatters Integration Agent. The Integration Agent extracts the NX_NTX fields from the notification file and sends them to xMatters as event properties.

A REST-based call to the CA Service Desk Manager web services API updates the original event with response information.

You can customize aspects of this integration to suit your specific requirements. For example, by default, the integration filters out notifications that are not addressed to the ticket's assignee or group, and terminates previous xMatters events related to the same ticket. You can also customize the response options according to your business needs.

Before you begin

Before you get started configuring the integration, there are a couple of things you can do ahead of time to make it easier: download integration package, make sure you have the xMatters Integration Agent installed and configured, and set up a web service user in CA Service Desk.

Configure xMatters

The first step in configuring this integration is to get your environment ready, and set up the components on the xMatters side: set up an integration user, import the workflow, create a web service user, and retrieve URLs and unique IDs you need to configure CA Service Desk Manager.

Configure the xMatters Integration Agent

Now that you've configured xMatters On-Demand, it's time to configure the Integration Agent: install and configure the files, set up passwords, and configure filtering and suppression.

The installation instructions below assume you already have a working xMatters Integration Agent. If this is a new installation and you have not yet deployed the Integration Agent, you need to download, deploy and configure it before you continue.

Configure CA Service Desk Manager

To configure CA Service Desk Manager to integrate with xMatters, you need to:

  • Install the xMatters integration script on the CA Service Desk Manager server.
  • Configure a new notification method to notify Users via xMatters.
  • Configure CA Service Desk Manager to use managed login and allow impersonations (optional but recommended).

You may also want to perform periodic maintenance on the CA Service Desk Manager temporary files, as described in Purging temporary files.

And that's it! Your integration should be ready to go.

How to use the integration

When the integration is configured, CA Service Desk Manager automatically sends information about any incidents it detects to xMatters via the Integration Agent. Learn how to trigger a notification, respond to it, and view response results in CA Service Desk Manager.

Extend and optimize your integration

You can use the following tips to customize your integration to better suit your deployment. To configure loading user and group data from CA Service Desk Manager, see the section on configuring data load.

Configure data load from CA Service Desk Manager to xMatters

This integration supports one-way batch loading of groups, users, and devices from CA Service Desk Manager into xMatters. To configure the data load according to your business needs, see Configuring data load for CA Service Desk Manager.

The data load feature is an extension of the CA Service Desk Manager integration, and enables one-way batch loading (adding and updating only) of groups, users, and devices from CA Service Desk Manager into xMatters. Make sure you install and configure the integration before following these instructions to set up the data load for your environment.

Configure the Integration Agent

The data load files are included with the CA Service Desk Manager integration package, which contains all the components you need to configure the data load from CA Service Desk Manager to xMatters, including the following configuration files:

  • configuration.js: defines the default values for objects loaded into xMatters, allows the configuration of filters that use CA Service Desk Manager contact attributes to determine which contacts are transferred to xMatters, and controls the logging of data load results.
  • dataSyncList.js: defines whether the data load updates existing objects or only adds new objects. It also specifies the list of included or excluded objects (referred to as the "sync list").

You can modify the behavior of the data load process by editing the parameters in these two files.

In these instructions, <IAHOME> refers to the installation folder of the Integration Agent on your system.

Edit the data load configuration files

There are two files you need to edit to configure the data load settings: the data load configuration.js file and the dataSyncList.js file.

Data load sources and rules

The data load uses the following rules for creating and updating the individual properties of users and groups in xMatters:

  1. New objects are created from a combination of CA Service Desk Manager object information and configured defaults provided by the configuration.js file.
  2. When an object in CA Service Desk Manager is changed and the corresponding user or group in xMatters is updated via the batch data load:
    • Any properties that are populated with information from CA Service Desk Manager are updated based on that information even if the property has been changed in xMatters.
    • Any properties that are populated with configured defaults are not updated, and any changes in xMatters will be preserved.

The following sections describe the source for the data used to populate the fields for users, groups and devices in xMatters.

Data load process

You need to run the data load script to initiate the batch data load process to transfer user and group information between CA Service Desk Manager and xMatters. This instructs the integration to retrieve lists of qualifying users and groups from CA SDM and transfer them to xMatters.

Optimize the data load integration

There are some additional ways you can adjust or modify the behavior of the data load integration to best suit your deployment.

Download resources

Download the workflow as a zip file (you can also download it as a tar file for Linux).