How do I integrate CA Service Desk with CA Automation Point?

Document ID : KB000027428
Last Modified Date : 14/02/2018
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Introduction: 

CA Service Desk is an extremely powerful tool that is used to manage and control trouble tickets. It can become an even more powerful tool when it is integrated with CA Automation Point to perform notifications. The Notification Manager component of CA Automation Point is a robust notification system that allows you to set up individuals and groups with multiple time blocks and notification methods. Sending a single command to the Notification Server starts CA Automation Point's internal process to contact the individual or group based on what time and/or day it is, using the selected type of notification. E-mail, 2 way pager, and voice phone are a few examples of the options available to notify an individual.

Question: 

How do I integrate CA Service Desk with CA Automation Point?

Environment:  

CA Automation Point r11.4.x an r11.5.x, CA Service Desk, CA NSM Event Manager Console

Answer: 

Using CA Automation Point's connection to the CA NSM Event Manager console, notification requests can be sent from Service Desk Manager, through Unicenter NSM Event Manager, then to the Automation Point desktop. Once CA Automation Point is configured to monitor notifications from the CA NSM host via the Event Traffic Controller (ETC), a rule picks up the message, parses the relevant information, and begins the notification process. The configuration on the CA Service Desk side is minimal, requiring only that you set up a method for creating the initial trouble ticket that in turn starts a script that sends the values of the internal CA Service Desk Manager variables to the CA NSM Event Manager console.

An even more powerful use of this functionality is to have CA Automation Point automatically open and/or update a trouble ticket in CA Service Desk during different stages of the notification process. To accomplish this, you need to write rules against some of the messages that normally go to the CA Automation Point Notification Messages window on the Automation Point desktop during a notification request.

Assume that you want to write a rule against message VOX6128I, illustrated here:

VOX6128I NMSUBMIT.REX 06555606687 1054 Starting with parms: ENTNAME{Merlin M. Man} ITEM{1054} TELLMSG{Test 1} ASKKEY{0} ASKMSG{} ASKNAME{*null method*} ATTACHMENT{} DEBUG{YES} ENTKEY{100001044} ITEMDEPTH{1} ITEMIX{2} NOTIFIER{APissued} TELLKEY{200001027} TELLNAME{Speak 1} TIMEKEY{400001134} UserParms{} ASYNC{NO}

    1. You would write a rule similar to the following:

      MSGID(VOX6128I)
      WHEN(&WORD5 EQ 'Starting' and &WORD2 EQ 'NMSUBMIT.REX')
      REXX(parseit.rex &MSG)

      This rule fires the parseit.rex program, which parses what we want out of the message and passes it to the NSM Event Manager console.

      */ REXX  parseit.rex  */Parse arg MSGMessage = MSG/* first we grab the entity being notified */parse var message "ENTNAME{" person "}"/* Everything after the bracket is the Tell message. Anything after that is the item number.*/ parse var message "TELLMSG{" tell "}"  parse var message "ITEM{" item "}" /* Now we ship the message to NSM */ Address cmd "CAWTO APNM001;%STRING=KEYWORD1;%CUSTOMER=ServiceDesk;%SUMMARY=Notification 
      Request;CATEGORY=Applications;%DESCRIPTION=Description:Notification Sent For Item Number "item" To
      "person" Regarding "tell" "

      In this example we use a CAWTO command to pass the message to the NSM Event Manager console. We could have just as easily used one of the ADDRESS TNG command processors, such as UNIWTO, to do the same thing. Take note of the format of the message. By using this approach, you can capture and reformat (for translation into an expected format for inclusion into CA Service Desk) any alerts of interest coming into the Event Management console.

    2. To have NSM Event Manager react to the message sent from CA Automation Point and have CA Service Desk open a trouble ticket, you must set up a message record and message record action in NSM Event Manager and define an event writer rule to CA Service Desk.

      The NSM Event Manager record would look like this:

Figure 1

The corresponding message record action looks like this:

Figure 2

Note that we are calling ahd.dll with the AHD_Call parameter. This allows the %<parm> parameters that we passed from CA Automation Point with the CAWTO to be processed correctly

Finally, you need to define a message writer rule in CA Service Desk. Define the rule in the file tngwriter_rule.dat (in the <install directory>\site\eh\<server IP address>\ directory, that it, D:\Program Files\CA\Unicenter Service Desk\site\eh\100.200.300.400\tngwriter_rule.dat)

For example:
APNM.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH_EXPLICIT=STRING1

Using this technique, a notification request is generated from the CA Automation Point Notification Website:

Figure 3

This notification request opens an unassigned request in Unicenter Service Desk:


Figure 3

Using CA Automation Point, CA NSM, and CA Service Desk together adds a large amount of flexibility to the way an internal notification system is configured. It removes the possibility of hit-and-miss notification if the intended recipient needs to be notified in a specific way at a specific time. It also allows for more detailed problem tracking and provides true "end-to-end" coverage of notification requests. Not only can you use this technique to open CA Service Desk requests, but you can also update tickets and close them.

Additional Information:

More information about CA Automation Point command processors can be found in the CA Automation Point Command and Keyword Reference Guide. For detailed information about integrating SDM with NSM Event Manager Console, review the green book found in Integrating CA Service Desk Manager With Other Product.