How to integrate CA Service Catalog(SC) with CA Service Desk Manager(SDM)?

Document ID : KB000046257
Last Modified Date : 14/02/2018
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Question: 

How to integrate CA Service Catalog(SC) with CA Service Desk Manager(SDM)?

To be able to integrate SC-Requests with SDM-Tickets and SDM-Change Orders.

 

Environment:  

Windows, running CA Service Catalog and CA Service Desk Manager Release 14.1.

 

Answer: 

Perform the below actions to accomplish this.

 

A: Create a policy through SDM and copy it into the correct folders for SC and SDM.

Use the default Policy code as it is set in the SC-UI at SC > Administration > Configuration > CA Service Desk:

The property named 'Keystore name' shows CASM_POLICY.p12 value.

The property named 'Policy Code' shows CASM_POLICY value.

 

B: Copy the .p12 file into the correct folders

 

C: Set the SC-configuration properties accordingly.

 

Ad A to be performed in the SDM-UI:

Create the policy in SDM with the name as shown in SC/Admin/Config/SDM (CASM_POLICY and CASM_POLICY.p12).

1. Go to the Service Desk UI and login as administator

2. Go to Administration > SOAP Web Service Policy > Policies

3. When the policy 'CASM_POLICY' does not excist, click the 'Create New' button and set the properties/attributes:

- Symbol and Code to CASM_POLICY, (again, taken from the above SC setting)

- Status to Active,

- Proxy Contact

to "Administrator, Service Delivery" (which userid is spadmin)

or "System_CASM_Admin" (which userid is CASMAdmin)

or any other Service Catalog spadministrator equivalent user

- Allow Impersonate to Yes

- other settings can be left at default.

 

4. Click 'Save'. Click 'Close Window'.

5. Go to Administration > SOAP Web Service Policy > Policies > Search to verify

Note:

While creating the web service policy from service desk administration, the "Has key" field is set by default to "No" and is read only.

It is not possible to edit it.

The setting should/will get set to Yes automatically, after you create(d) the policy file itself in the next step.

You can open the policy in SDM to verify this after you created the .p12 file.

 

6. Next, we need a certfile to be created for that policy.

6a. On the Service Desk machine, 'cd' into %NX_ROOT%\bin and run:

pdm_pki -p CASM_POLICY -f

(replacing the code name with the custom one if you decided to use one).

6b. This will create CASM_POLICY.p12 (or equivalent for a custom policy) in that directory or the %NX_ROOT% folder.

6c. To verify the file exists: run a dir CASM* which then should show: CASM_POLICY.p12

 

Ad B: Copy the .p12 file into the correct folders

1. You then need to copy it to your Service Catalog machine's %USM_HOME% location/folder.

2. And also to the SDM's %NX_ROOT% folder.

 

Ad C: Set the SC-configuration properties accordingly.

1. Login to the SC-UI with 'spadmin'.

2. Goto Administration > Configuration > CA Service Desk

- Set Enable PKI to 'Yes'

- Ensure that the Keystore Name is set to CASM_POLICY.p12 (case sensitive)

- Ensure that the Policy Code is set to CASM_POLICY (case sensitive)

- Ensure that the Port Number is set to the SDM-port number

- Ensure that the Host Name is set as the 'single' hostname of the SDM-server

 

The 'Test' should then successfully while using the above created certfile, to connect to Service Desk Manager.