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Integration to Ca Service Management

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  • 1.  Integration to Ca Service Management

    Posted 05-21-2020 09:56 AM
    Hi
    I´m configuring the probe to configure integration between UIM and Service Desk Manager.
    The probe is working as it is opening a new incident in Service Desk Manager, but I need to open incidents with the configuration item filled, but I was not able to configure this correctly.
    There is an guide on how to achieve this?
    Thanks


  • 2.  RE: Integration to Ca Service Management

    Posted 05-21-2020 10:00 AM
    Are you using sdgtw probe?
    If so what version?
    Also what version of Serice Desk manager are you using?

    ------------------------------
    Gene Howard
    Principal Support Engineer
    Broadcom
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  • 3.  RE: Integration to Ca Service Management

    Posted 05-21-2020 10:11 AM
    Hi, yes probe sdgtw, version 2.0
    SDM version 17.1


  • 4.  RE: Integration to Ca Service Management

    Posted 05-21-2020 10:14 AM
    so the first thing I would suggest is you update to the latest version 2.22.
    the 2.0 version you are running is from 2018
    Also, I am not sure why but for some reason the SDM version 17.1 is not listed as supported
    We show 17.0 and 17.2
    http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/sdgtw-service-desk-gateway/sdgtw-service-desk-gateway-release-notes.html#concept.dita_c3350409cd1ad6f9a047e31a1c6d7bdec3f897eb_SupportedApplications

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    Gene Howard
    Principal Support Engineer
    Broadcom
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  • 5.  RE: Integration to Ca Service Management

    Posted 05-21-2020 04:35 PM
    Hi
    We updated the probe version and did some tests.
    The incident is being opened in SDM but without the configuration item.
    I dont know if I´m configuring the wrong way, but I not find somewhere an guide on how to configure this.
    Do you have some guide?


  • 6.  RE: Integration to Ca Service Management

    Posted 05-21-2020 04:36 PM
    please see the update from @Kathy Maguire with the information she posted.


    ------------------------------
    Gene Howard
    Principal Support Engineer
    Broadcom
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  • 7.  RE: Integration to Ca Service Management

    Posted 05-21-2020 11:24 AM
    Paulo -

    There is no out of the box integration to import CIs/Devices from UIM into the CA Service Desk Manager CMDB.  However, it is possible to do with a little preparation using the CA Service Desk Manager CMDB GRLoader tool.

    See KB72810 : It it possible to insert CIs from UIM into CA Service Desk Manager? for a means of importing CIs/Devices from UIM into the CA Service Desk Manager CMDB.

    Then review KB101383 : CA UIM integration with CA SDM- CI not mapping in ca sdm for instructions on configuring the sdgtw probe to insert the Configuration Item into the CA Service Desk Manager ticket.

    It is also highly recommended that you have the current GA version of the sdgtw probe deployed.

    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
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  • 8.  RE: Integration to Ca Service Management

    Posted 05-22-2020 10:05 AM
    Hi

    I already have ICs created in the SDM CMDB and I´m using probe latest version and configured according KB72810, but the opened incidents from UIM to SDM are still without the configuration item field filled


  • 9.  RE: Integration to Ca Service Management

    Posted 05-22-2020 11:04 AM
    Paulo -

    Do you have a field mapping defined in the active CASDM connection profile you are using where you map the field that CASDM uses for the CI (possibly affected_resource) to the appropriate UIM alarm field (either hostname or source)?

    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
    ------------------------------



  • 10.  RE: Integration to Ca Service Management

    Posted 05-22-2020 11:08 AM
    Hi

    I did the mapping, but I´m not sure if it is correct.
    Could you sent me an example on how it can be configured?
    Thanks


  • 11.  RE: Integration to Ca Service Management

    Posted 05-22-2020 11:20 AM
    perhaps these will help
    http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/ca-unified-infrastructure-management-probes/GA/alphabetical-probe-articles/sdgtw-service-desk-gateway/sdgtw-ac-configuration.html#concept.dita_30b49666ec382b3dd5a7a731ecd29d8264f1fa85_ConfigureFieldMapping

    Seeing null values in some columns of the Field Mapping table for sdgtw connection profiles
    Article Id: 123208
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=123208

    The sdgtw is missing the "Critical" severity seen in ServiceNow
    Article Id: 103613
    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=103613

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    Support Engineer
    Broadcom
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  • 12.  RE: Integration to Ca Service Management
    Best Answer

    Posted 05-22-2020 11:35 AM
    Paulo -

    Here is what you would see on the sdgtw Configuration page opened from Admin Console showing the mapping of the CASDM affected_resource field to the source field of the UIM alarm:

    CASDM connection profile
    If you have this configured and you still do not see the configuration item field filled in CASDM, then your instance of CASDM may be using a different field for the Configuration Item.  You will need to get that information from your CASDM Administrator then map the appropriate CASDM field with the UIM alarm field in order to make this work. 


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    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
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