CA service desk integration with microsoft CRM

[Ramy Shaker]

Dears,

Hello, kindly I need to know is their anyway to integrate CA Service desk manager with Microsoft CRM.

Regards,

[Lindsay Estabrooks]

Perhaps you could be more detailed about what you want to do. The word "integrate" can mean a thousand different things.

[Ramy Shaker]

@Lindsay Estabrooks I need to make an integration between them to receive the tickets that will be opened from CRM to CA service desk it could be done by a web service between them but i don't know the way of it. ​

[Brian Mathato]

Looks like you have already answered your query to a certain degree, i.e. web services. SDM supports SOAP and REST web services. So you can certainly use these as options.

See the following links:

SOAP Web Service Methods:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/reference/ca-service-desk-manager-reference-commands/technical-reference/web-services-methods.html

REST Webservice Methods:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/reference/ca-service-desk-manager-reference-commands/technical-reference/rest-http-methods.html

There are lots of similar topics in this community, which you can search for to get some ideas.

Hope this helps?

[Ramy Shaker]

Dear @Brian Mathato

I opened those links it seems to be useful for me and yes I already know that it could be done with a webservice but I don't know the steps what should be done​

[Brian Mathato]

There is quite a lot of pertinent details missing here. It will be difficult for anyone to guide you without knowing the level of "integration" that should take place here.

Do you just want to create a ticket in SDM from Microsoft CRM and that is the end of the integration or will there be data\information regularly flowing back and forth between SDM and Microsoft CRM? If so how frequently and what kind of data?? 

[Chi Chen]

a thought ...you could use some Microsoft CRM trigger as Records is Created and write your own script. Your script should collect the info and pass those info to Service Desk web service method like createRequest() to create a ticket in service desk

[Ramy Shaker]

Dear @Brian Mathato I just want to create ticket in CA SDM when it opened in MS CRM and if there is any update on the ticket in CRM it updates automatic in CA SDM
Also I need to move the old tickets (CRM tickets history) To CA SDM. that's only what I need.

[Ramy Shaker]

Dear @Chi Chen ​ this seems to be helpful but could you explain it more.