How does CA Unified Infrastructure Management (UIM) push information to CA Service Desk (SD) and/or how does CA SD send information to CA UIM?

Document ID : KB000039331
Last Modified Date : 14/02/2018
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Question: 

With the CA Service desk gateway (casdgtw) probe, how does CA Unified Infrastructure Management (UIM) push information to CA Service Desk (SD) and/or how does CA SD send information to CA UIM?

 

Answer: 

The casdgtw probe is a gateway between the CA Unified Infrastructure Management (UIM) and the CA Service Desk (SD). 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.

 

Incident creation:

The casdgtw probe calls the webservice method of CA SD to create an incident, and in response, CA SD sends the Ticket ID to UIM which is then stored in a custom field. Meanwhile, the detailed alarm along with the Ticket ID for which the ticket has been created is stored in the CA SD database and 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, and if it has, it will call the webservice method to update the incident again.

 

Automatic incident closure:

If an alarm which a ticket has been created is acknowledged, it will change the status  of the incident through the webservice method.

 

Automatic alarm acknowledgement:

The casdgtw probe at every check interval (configurable) performs an SQL query for all incidents that have been closed between the last query time and the current time. The SQL 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:

casdgtw IM Configuration

https://docops.ca.com/ca-unified-infrastructure-management-probes/en/alphabetical-probe-articles/casdgtw-ca-servicedesk-gateway/casdgtw-im-configuration