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Version: 3.25

CA Service Desk Manager

This integration can be configured to runs REST queries or queries directly to CA database.,

Using Rest API​

It will require HTTPS connection between senhasegura and the CA solution.

Requirements
  • CA Service Desk Manager API authentication data:
    • API URL
    • User
    • Passowrd
  1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM
  2. On the page actions, click in the New option
  3. Select CA Service Desk Manager
  4. Check the option Rest API
  5. Fill the fields as described below:
    • Integration Name: Will be the name of the integration used to identify this configuration inside senhasegura reports
    • Enabled: This status flag indicates if this configuration should be used into workflow procedures
    • Request Method: Select the option Rest API
    • User: A valid user with the right permission to query issues tickets inside CA
    • Password: The CA user password
    • API URL: Should be filled with the main CA URL. This URL will be used to access the CA REST Endpoint
  6. To finish, click on Save button

Using SQL Server​

It will require a SQL Server connection between senhasegura and the CA solution.

Requirements
  • CA Service Desk Manager database authentication data:
    • User
    • Password
    • Database host
    • Database port
    • Database name
    • Database instance
  1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM
  2. On the page actions, click in the New option
  3. Select CA Service Desk Manager
  4. Check the option SQL Server
  5. Fill the fields as described below:
    • User: A valid user to connect into SQL Server
    • Password: The database user password
    • DB Host: Hostname or IP where the CA database is located
    • DB Host Port: The TCP port to connect
    • DB Name: The CA database name
    • DB Instance: The granted database instance
  6. To finish, click on Save button

Validating​

  1. Go to the menu Settings ➔ System parameters ➔ Integration with ITSM
  2. In the report, click on Test authentication icon
  3. In the new window, fill Issue code with the ticket code
  4. Click on the Save button

You should receive the information about the ticket.

Important

senhasegura must have access to the ITSM solution to connect and get the tickets information.