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CA Service Desk Manager

Describes how to set up an integration for viewing events as incidents in CA Service Desk Manager.

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Introduction

The CA Service Desk Manager (SDM) is designed to help IT service desk analysts improve their efficiency. A one-way integration is provided between the system and service desk incidents.

Prerequisite

  1. User credentials are required to access CA SDM
  2. Configure to receive an access token in CA SDM

CA SDM configuration

CA SDM uses two-level authentication to access the system’s REST services. To configure the system, access CA SDM to receive access tokens, token URL, and payload details. In addition, a RESTful API call can be viewed to update a CR. Create and update CR payloads are required to add an event to the system.

Getting access token

To access a token make a REST access request call:

  • Use http://<ca_sdm_server_url>/caisd-rest/rest_access to access credentials.
  • Use basic authentication and retrieve an access key from CA SDM.

For basic authentication, base64-encoded credentials are used in headers: Authorization: BASIC Base64EncodedCredentials.

With SDM, the same header is accepted: Authorization: SDM Base64EncodedCredentials.

Replace Authorization as SDM Base64EncodedCredentials.

Accept : application/json

Sample payload

{
}

A POST call made with these details retrieves the access token.

The access key in the response is used to make the RESTful API calls.

Sample response

{
    "rest_access": {
        "@id": 406101,
        "@REL_ATTR": 406101,
        "@COMMON_NAME": 796354189,
        "link": {
            "@href": "http://<ca_sdm_server_url>/caisd-rest/rest_access/406101",
            "@rel": "self"
        },
        "access_key": 796354189,
        "expiration_date": 1585800576
    }
}

RESTful API call to create a CR

URL: <ca_sdm_server_url>/caisd-rest/cr

Sample payload

{
"cr": {
  "customer": {
  "@COMMON_NAME": "System_SD_User"
  },
  "description": "Created from REST API Java Samples code"
  }
}

Headers

Access Key from the first call is used in X-AccessKey header as X-AccessKey : $access_key:

Accept : application/json Content-Type : application/json X-Obj-Attrs : chg_ref_num X-AccessKey : 730838761

Sample response to a POST call

{
    "cr": {
        "@id": 677195,
        "@REL_ATTR": "cr:677195",
        "@COMMON_NAME": "REQ-265395",
        "link": {
            "@href": "http://<ca_sdm_server_url>/caisd-rest/cr/677195",
            "@rel": "self"
        }
    }
}

RESTful API call to update the CR

Update the details of a CR details for creating an integration event during configuration:

Endpoint URL: <ca_sdm_server_url>/caisd-rest/cr/677445

Headers

Accept : application/json Content-Type : application/json
 

Sample payload

{
"description": "Update description"
}

Sample request

{
  "cr": {
  "@id": 677445,
  "@REL_ATTR": "cr:677445",
  "@COMMON_NAME": "REQ-265451",
  "link": {
    "@href": "<ca_sdm_server_url>/caisd-rest/cr/677445",
    "@rel": "self"
    }
  }
}

OpsRamp configuration

Install CA SDM

To install CA SDM:

  1. Go to All Clients and select the client.
  2. From the drop-down menu, click Setup.
  3. From the Integrations menu, click Integrations.
  4. In Available Integrations, select Collaboration and click CA Service Desk.
  5. Click Install to install CA SDM integration.

Outbound integration – system to service desk

  1. Configure notification details to trigger integration events in Basic Configuration:
    • Notification Type: REST API
    • BASE URI: <ca_sdm_server_url>
    • Authentication Type: JWT
    • User Name and Password: Credentials used in CA SDM
    • Token URL and Token Payload: Copy from the CA SDM configuration. The token used for RESTful API calls in CA SDM configuration serves as the token URL.
    • Token Header, Token Path, and Resource headers: Configure as appropriate for CA SDM
    • Click Save.
    • Tenant Id and Token: Used during the creation of integration events
  2. Add Integration Events. An action performed on an entity is defined as an event. When an event is triggered, notifications are sent to specific users.
    1. Click Add and the Add Integration Event page appears.
    2. Provide a name for the integration event.
    3. Select Service Desk, select the entity and select action.
    4. Provide endpoint URL from the CA SDM configuration.
    5. Select REST API as Notification Type.
    6. Select JWT as Authentication Type.
    7. Enter Token URL from the CA SDM configuration.
    8. Enter User Name and Password used in the CA SDM.
    9. Enter Token Payload from the CA SDM configuration.
    10. For Token Headers, replace BASIC with SDM. The authorization header is auto-populated with both the Token Path Key and Resource Authorization values. Enter the appropriate authentication.
    11. Enter details for Token Path. Resource authorization headers are automatically configured for all RESTful API calls.
    12. Select Post as Web Method.
    13. Enter desired Header and select a value.
    14. Enter Payload received from the CA SDM configuration.
    15. Add response if required.
    16. Click Save. The integration event is added. Additional events may be added.
    17. Click Add again in integration event.
    18. Enter the name and details for On field as required.
    19. Select the checkbox of Parent Configuration to have all specified properties applied to the new event. The endpoint URL and web method information automatically appears.
    20. Enter the header and required payload.
    21. Click Save.
  3. Verify that the integration works as expected.
CA SDM Outbound Configuration

CA SDM Outbound Configuration

Once the configuration is updated, the CA SDM will display alerts.