DX Application Performance Management

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  • 1.  APM 10.7 sp3 and Service Desk Integration

    Posted Sep 17, 2019 04:11 PM
    Edited by Guillermo Salgado Sep 18, 2019 10:03 AM
    Hello to all!
    Reading the documentation about integrating Service Manager with APM CEM, it mention " To configure CA CEM to communicate with CA Service Desk: Select Setup > Plug-ins. ..The Plug-ins page appears."
    I can't locate these plug-ins..
    Anyone knows there are located? 
    I'm just compare the apm cem 10.7 sp3 on linux and windows but, no plugin sections appears.
    Regards,
    Guillermo

    ------------------------------
    Business Developer / Arquitect
    IT business solutions DEF, C.A.
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  • 2.  RE: APM 10.7 sp3 and Service Desk Integration

    Broadcom Employee
    Posted Sep 19, 2019 03:52 PM
    Hi Guillermo,

    Service Desk Plug-in is built-in. So, if your install is good, then you should have link for Service Desk under plugins. 

    Thanks, Amir
    Original Message


  • 3.  RE: APM 10.7 sp3 and Service Desk Integration

    Posted Sep 20, 2019 10:40 AM

    Hello Amir,
    The inconsistencies at the documentation is, the plug-in tab only apperars whtn you create a monitor like TIM.
    Only at this moment.
    Thanks for your response.
    Regards,
    Guillermo

    See the images below.

     

     

    Screen Without monitor created

    With monitor


    ------------------------------
    Business Developer / Arquitect
    IT business solutions DEF, C.A.
    ------------------------------

    Original Message


  • 4.  RE: APM 10.7 sp3 and Service Desk Integration

    Broadcom Employee
    Posted Sep 20, 2019 10:54 AM
    Hello Guillermo,
    The integration is intended to send incident information to Service Desk, if you don't have a TIM connected, you don't have incidents created anyway so this is not really any issue with the documentation.
    All you can do without a TIM is manually create transactions or create transactions using agent recording, but the Service Desk integration has no value without a TIM.

    Many thanks,
    David
    Original Message


  • 5.  RE: APM 10.7 sp3 and Service Desk Integration

    Posted Sep 20, 2019 11:24 AM
    Hello David,
    It's crear for me, but what is the reason for these plug-in tab does not appear me by default?
    regards,
    Guillermo


    ------------------------------
    Business Developer / Arquitect
    IT business solutions DEF, C.A.
    ------------------------------

    Original Message


  • 6.  RE: APM 10.7 sp3 and Service Desk Integration
    Best Answer

    Broadcom Employee
    Posted Sep 20, 2019 11:15 AM
    Hello Guillermo,

    Thank you for the update.

    This is as designed. If you notice there were no CEM tab either before you enable the TIM.
    The reason is that the messing tabs are only valid/applicable when to have TIM enabled.  

    Thanks, Amir


    Original Message