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CA APM / CA ServiceDesk

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  • 1.  CA APM / CA ServiceDesk

    Posted 08-18-2015 12:25 PM

    Hello,

    I plan to monitor the service desk through apm. Basically monitoring the creation of tickets and logins.

    The point is that the servicedesk uses spel and TomCat agent is not enough.

    Anyone have any suggestions?

     

    Best regards,

    Tiago Dias



  • 2.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-18-2015 12:50 PM

    I wrote an EPA plugin for CA SD. You can find in the community documents with the tag "fieldpack".



  • 3.  Re: CA APM / CA ServiceDesk

    Posted 08-18-2015 01:19 PM

    Yes, it is useful for pdm_webstat and pdm_vdbinfo commands, or other pdm commands.

    But it is not enough. I need to monitor the tickets view response time, or know the response time of the ticket update method.



  • 4.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-18-2015 01:22 PM

    I'm not all too familiar with SD, so I would recommend talking with the Service Management community to ask if there are other methods of getting that information.

    If we can get it from JMX or another commandline tool, let us know and we can help you over in our dev community (http://bit.ly/caapm_dev).



  • 5.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-19-2015 12:44 AM

    There are  two tables in MDB for service desk which store ticket activity related data. Like the time  when a ticket is logged and when the ticket is assigned . So You have to pull that data from MDB and write some  code for time calculation.

    It basically a reporting , you may checked the Service desk reporting part too



  • 6.  Re: CA APM / CA ServiceDesk

    Posted 08-19-2015 06:19 AM

    Thank olivia for the tip. But it needed to monitor transactions.



  • 7.  Re: CA APM / CA ServiceDesk
    Best Answer

    Broadcom Employee
    Posted 08-19-2015 01:05 PM

    Hi,

     

    maybe this document can help: Monitoring Service Desk

     

    It may be possible to do something similar with agent-recording or URL groups.

     

    Ciao,

    Guenter



  • 8.  Re: CA APM / CA ServiceDesk

    Posted 08-20-2015 07:28 AM

    Guenter_Grossberger thank you!!

    Your help solved my problem.

    Through the CEM, I can record transaction and the agent can intercept transactions.

    It is possible to monitor the Servicedesk by APM.

     

    Capture.PNGCapture1.PNG



  • 9.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-20-2015 08:55 AM

    Dear tigdias

    I am the creator of the SD Integration Doc. I would be very interested if any changes are needed to be made to keep it up to date. Which SD release are you running?

     

    Thanks

    Hal German



  • 10.  Re: CA APM / CA ServiceDesk

    Posted 08-20-2015 09:27 AM

    Thanks Hal German,

     

    The release is CA ServiceDesk 12.9 and CA APM 9.7.1.

     

    I have two questions, if you could answer would be awesome

     

    It is possible to monitoring the classes and methods used?

    And its possible create url grouping by HTMPL parameter?

    Currently only can group by OP using:

    • introscope.agent.urlgroup.group.beta.pathprefix=*
    • introscope.agent.urlgroup.group.beta.format=OP3 {query_param:OP}

     

    And the result is:

    • *SuperDomain*|***************|Tomcat|Tomcat Agent|Frontends|Apps|Unicenter ServicePlus Servlets|URLs|OP3 DISPLAY_FORM SID=416651018 FID=123 HTMPL=welcome_banner.htmpl

     

    Thank you so much

    Best regards

    Tiago Dias



  • 11.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-20-2015 09:40 AM

    Hi Tiago:

     

      I will answer the one question that I can.

     

    >It is possible to monitoring the classes and methods used?

     

    Since Service Desk is written in C++ as far as I know, that is not possible.

     

    Hope that helps.

     

    Note: At the time this was written, I was hoping that it could incorporated into APM as an Application Type. (Like NTLM or SiteMinder). That did not happen.

     

    Thanks

    Hal German



  • 12.  Re: CA APM / CA ServiceDesk

    Broadcom Employee
    Posted 08-20-2015 12:51 PM

    Hi Tiago,

     

    Once you have defined a business transaction you will automatically get corresponding app server metrics in Introscope:

    [...]|Tomcat Agent|Business Segment|OpenCase|Open|...

     

    So there should be no need for URL groupings unless you want to distinguish within a BT - but then, why don't you make that differentiation in CEM? URL groupings and business transactions mostly serve the same purpose. The only difference is that they are shown in different nodes in Introscope. Or are you missing something else? Why would you want to define both BT and URL groups?

     

    Ciao,

    Guenter