Configure Service Desk Manager and Catalog to alter status synchronization

Document ID : KB000013216
Last Modified Date : 14/02/2018
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Introduction:

During the integration of service Desk Manager (SDM) and Catalog requires some configurations to be performed on both Catalog and SDM for ticket creation and synchronization of information between the tickets. Content configuration will give some leverage for getting this performed from Catalog end.

Question:

How to alter the status synchronization from Service Catalog to Service Desk Manager

Environment:
CA Service Desk Manager 14.1CA Service Desk Manager 12.9CA Service Catalog 14.1CA Service Catalog 12.9
Answer:

The steps below describe how to configure content configuration and change the integration attributes.

1. Login as service delivery administrator role

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2. Click Catalog -> Configuration

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3. Click on 'Content Configuration'

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4. Click on 'SDM incident Configuration' under Content Configuration

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5. Make changes to mentioned parameter 'Status of Service Desk Ticket when Catalog Request is Completed' i.e. the default value is 'CL' (Closed) and you can make the necessary changes to 'RE' (Resolved)

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 6. Click Save button to alter the changes.