How To Integrate Spectrum With Service Desk Ticket Templates

Document ID : KB000011403
Last Modified Date : 14/02/2018
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Introduction:

This describes how to define error codes in Service Desk so that Spectrum raises a ticket using a specific template other than the default.

Question:

I have multiple ticket ticket templates associated with errors in my Spectrum Web Services policy in Service Desk Manager.  How do I choose which error type and ticket template that will be used?

 

Environment:
ServiceDesk 12.9, 14.x, and 17.x
Answer:

First, you must define a SOAP web services policy for Spectrum in Service Desk.  To do this, go to the Administration tab, and then select SOAP Web Service Policies->Policies->SPECTRUM_POLICY.  

Web Services Policy List

Under this policy you can select the Error Types tab and create a list of errors to use.   

 Spectrum Policy Detail

Each Error Type Detail has a Ticket Template Type and Ticket Template Name field, which determine the type of ticket and ticket template that the error will use respectively. 

Error Type Detail.JPG

Once you have configured the Spectrum policy and defined error types with unique ticket templates to your satisfaction, you will need to configure Spectrum 

Additional Information:

https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/soap-web-services-policy