How to synchronize Ticket status Closed in SDM with CA Service Catalog

Document ID : KB000010225
Last Modified Date : 14/02/2018
Show Technical Document Details
Introduction:

This configuration explains how to add a new activity log to update same ticket status from SDM to Catalog.

Environment:
CA Service Desk Manager 14.1.XCA Service Catalog 14.1.XCA Unified Self-Service = 14.1.0
Instructions:

To enable the self-service integration the casc_aty_sync need to be installed in SDM and configured.

Steps to install casc_aty_sync

1) Login in SDM and in tab Administration:    

2) Go to left panel >>expand Option Manager >> click on CA Service Catalog.
    on left panel click on casc_aty_sync option , a popup window will appear with information.-->Click EDIT button

4) Under Option Value by default will appear "LOG". add a comma and new activity log type for Close status "CL".

     Example: LOG, CL

5) Click on SAVE and check that casc_aty_sync is with status "installed".

Now tickets in SDM will update status close in Catalog.

Additional Information:

To verify different configurations and other status that can be added to this configuration please refer to the Administration guide link:

https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/options-manager