casdgtw (CA Service Desk gateway) integration with CA Service Desk

Document ID : KB000039401
Last Modified Date : 14/02/2018
Show Technical Document Details

Introduction:

The casdgtw probe is a gateway between the CA Unified Infrastructure Management and the CA Service Desk. The probe works by subscribing to alarm assignments. If an alarm is assigned to the user specified in the probe's Setup, the alarm is entered as a Service Desk Call Request. The following information provides some technical details on the integration.

Question:

How does the CA UIM casdgtw probe pull information from SDM and/or how does SDM push information to CA UIM?

Environment:

  • casdgtw 2.42
  • CA UIM 8.0 or higher
  • CA Service Desk Manager 12.9
  • CA Service Desk Manager (a.k.a. CASD or CA SDM or SDM or CA Service Desk)

Answer:

Incident creation:
casdgtw calls the webservice method of CA Service Desk to create an incident, and in response CASD sends the Ticket ID to UIM which is then stored in a custom field. Also the alarm details along with the Ticket id for which the ticket has been created is stored in the casdgtw database shipped with the casdgtw probe package.

Incident update:
During an alarm update the casdgtw probe looks at the database to see if any ticket has been created for that, and if so it again calls the web service method to update the incident.

Automatic incident closure:
When an alarm is acknowledged for which a ticket has been created it changes the status of the incident through the web service method.

Automatic alarm acknowledgement:
The casdgtw probe at every check interval (configurable) performs an SQL query for all incidents that have a status of “closed” and have been closed in between the last query time and the current time - and on the basis of that acknowledges the alarm in UIM. The query is logged in the probe logs at loglevel 5 so you can set that loglevel to observe it but make sure you set the logsize high enough so the log file isn't overwritten too soon.

Additional Information:

See also casdgtw troubleshooting tips v2.pdf which is attached to this Article.
 
File Attachments:
TEC1934874.zip