CA Service Management

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  • 1.  How to view service catalog attachments in service desk

    Posted May 18, 2017 10:04 AM

    Hello, I can currently see the service catalog attachments in servicedesk using the default rule that comes with the services catalog (when creating a catalog case a linked ticket is created in servicedesk with the form information).




    but I see that Said attachment is a link, ie to access the attachment the analyst must have access to the catalog of services.




    In my client there are analysts whose authentication is by Pin (Access type for external agents) and the EEM is configured with the LDAP of the organization. Is there any other way to view attachments for user analysts in servicedesk who do not have access to the service catalog?


    Synchronizing files?






  • 2.  Re: How to view service catalog attachments in service desk

    Broadcom Employee
    Posted May 18, 2017 12:20 PM

    Hi Walter,


    I do not think this is possible because Catalog requires EEM to provide you access to such data.  SDM (out of the box) only has a link to the attachments in Catalog at this time.



  • 3.  Re: How to view service catalog attachments in service desk

    Posted May 18, 2017 01:18 PM

    One option is to create a workflow in PAM that will download the SC attachment and upload it to SDM.

  • 4.  Re: How to view service catalog attachments in service desk

    Posted May 18, 2017 05:16 PM

    Hi, thanks for the answer, I am trying with getRequestItemAttachments method


    <soapenv:Envelope xmlns:xsi="" xmlns:xsd="" xmlns:soapenv="" xmlns:ser="">
          <ser:getRequestItemAttachments soapenv:encodingStyle="">
             <sessionID xsi:type="xsd:string">950084df-c047-4413-ac9a-a5f546394d7b</sessionID>
             <subscriptionDetailID xsi:type="xsd:int">19414</subscriptionDetailID>


    and the response only says the file path.


    <soapenv:Envelope xmlns:soapenv="" xmlns:xsd="" xmlns:xsi="">
          <ns1:getRequestItemAttachmentsResponse soapenv:encodingStyle="" xmlns:ns1="">
             <getRequestItemAttachmentsReturn soapenc:arrayType="ns2:Attachment[1]" xsi:type="soapenc:Array" xmlns:ns2="urn:usmRequestService" xmlns:soapenc="">
                <getRequestItemAttachmentsReturn xsi:type="ns2:Attachment">
                   <BU xsi:type="soapenc:string">Company</BU>
                   <URL xsi:type="soapenc:string">/documents/requests/Request 11971</URL>
                   <attachmentID xsi:type="soapenc:string">912170544267538100b4b15c0dfb9878-65f91495141197739</attachmentID>
                   <createdDate xsi:type="soapenc:string">java.util.GregorianCalendar[time=1495141197000,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=2,minimalDaysInFirstWeek=1,ERA=1,YEAR=2017,MONTH=4,WEEK_OF_YEAR=21,WEEK_OF_MONTH=3,DAY_OF_MONTH=18,DAY_OF_YEAR=138,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=3,AM_PM=1,HOUR=8,HOUR_OF_DAY=20,MINUTE=59,SECOND=57,MILLISECOND=0,ZONE_OFFSET=0,DST_OFFSET=0]</createdDate>
                   <description xsi:type="soapenc:string"/>
                   <fileName xsi:type="soapenc:string">1495141197723!DUP!_adjunto prueba.txt</fileName>
                   <fileSize xsi:type="xsd:long">8</fileSize>
                   <icon xsi:type="soapenc:string">images/fileicons/txt.gif</icon>
                   <lastModifiedBy xsi:type="soapenc:string">wbermudez</lastModifiedBy>
                   <mimeType xsi:type="soapenc:string">text/plain</mimeType>
                   <modifiedDate xsi:type="soapenc:string">java.util.GregorianCalendar[time=1495141197000,areFieldsSet=true,areAllFieldsSet=true,lenient=true,zone=sun.util.calendar.ZoneInfo[id="GMT",offset=0,dstSavings=0,useDaylight=false,transitions=0,lastRule=null],firstDayOfWeek=2,minimalDaysInFirstWeek=1,ERA=1,YEAR=2017,MONTH=4,WEEK_OF_YEAR=21,WEEK_OF_MONTH=3,DAY_OF_MONTH=18,DAY_OF_YEAR=138,DAY_OF_WEEK=5,DAY_OF_WEEK_IN_MONTH=3,AM_PM=1,HOUR=8,HOUR_OF_DAY=20,MINUTE=59,SECOND=57,MILLISECOND=0,ZONE_OFFSET=0,DST_OFFSET=0]</modifiedDate>
                   <objectID xsi:type="xsd:int">11971</objectID>
                   <objectType xsi:type="xsd:int">100</objectType>
                   <parentBU xsi:type="soapenc:string">Company</parentBU>
                   <subscriptionID xsi:type="xsd:int">19414</subscriptionID>


    to download the file I must use the file operators in PAM?

  • 5.  Re: How to view service catalog attachments in service desk
    Best Answer

    Posted May 19, 2017 09:22 AM

    No, you must use the HTTP Get operator.


    You need the attachment URL, wich is returned by "getRequestAttachments" method.


    In HTTP Get, under HTTP Response Content Information, you need to check "Save HTTP Response Content to File", then specify the name of a file.


    When it's done, you can upload it to SDM.


    I, personnaly, do not upload attachment to SDM. I prefer to copy them on a file server then create a link attachment in SD. 



    Hope this helps.

  • 6.  Re: How to view service catalog attachments in service desk

    Posted May 19, 2017 02:55 PM

    Thanks, I need to upload the file to SDM.


    I am reading this


    REST HTTP Methods - CA Service Management - 14.1 - CA Technologies Documentation 

  • 7.  Re: How to view service catalog attachments in service desk

    Posted May 19, 2017 05:23 PM

    Ok, right now I am able to download the file, right now I am trying to put this example code in
    Post HTTP PAM Operator



    POST /caisd-rest/chg/?repositoryId=1002&AttachmentId=att1&serverName=HOSTNAME&mimeType=doc&description=Desc HTTP/1.1
    Content-Type: multipart/form-data
    X-AccessKey: 51461077
    User-Agent: Jakarta Commons-HttpClient/3.0.1
    Host: hostname:8050
    Content-Length: 1045

    Content-Disposition: form-data; name="chg"
    Content-Type: application/xml; charset=US-ASCII
    Content-Transfer-Encoding: 8bit

    <chg><description>Attachments Testing</description><status COMMON_NAME="RFC" REL_ATTR="RFC" id="40020"><link rel="self" href="http://hostname:8050/caisd-rest/chgstat/40020"/></status><summary>Attachment test</summary><requestor COMMON_NAME="ServiceDesk" REL_ATTR="U'279B25DD051D0A47B54880D86700397F'" id="U'279B25DD051D0A47B54880D86700397F'"><link rel="self" href="http://hostname:8050/caisd-rest/cnt/U'279B25DD051D0A47B54880D86700397F'"/></requestor></chg>
    Content-Disposition: form-data; name="Test.txt"; filename="Test.txt"
    Content-Type: application/octet-stream; charset=ISO-8859-1
    Content-Transfer-Encoding: binary

  • 8.  Re: How to view service catalog attachments in service desk

    Posted May 29, 2017 11:57 PM