CA Service Management

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  • 1.  CA Service Desk Integration with Chatbot

    Posted Jan 20, 2020 02:54 AM
    Hi Team

    We are trying to integrate CA Service Desk with Chatbot and looking if someone can provide some information on the API integration

    Here we want below services which need to enable for ChatBot & Predict Fix.

     

    1) Create Tickets (IN/SR) (Production/UAT) via ChatBot using CA API/Script.

    2) To get Ticket Information (Production/UAT) including available fields information via ChatBot by calling relevant API/script (which will take Ticket ID as an input and provide the ticket status information).

    3) To add more (Additional) information/attachment in ticket via ChatBot using CA API/Script.

    4) To get user's information with all available properties via ChatBot using CA API/Script.

    4) Create Outbound REST API call and trigger the Predict Fix campaign API from that when Incident is closed.


    Thanks
    Manish


  • 2.  RE: CA Service Desk Integration with Chatbot
    Best Answer

    Broadcom Employee
    Posted Jan 20, 2020 07:25 AM
    Hi Manish,

    See if you can find something\someone useful in the below community post relating to ChatBot:

    https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=26d4091c-5153-40dd-80ed-5cd55bdaf962&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer#bm26d4091c-5153-40dd-80ed-5cd55bdaf962

    ------------------------------
    Kind Regards,
    Brian
    ------------------------------



  • 3.  RE: CA Service Desk Integration with Chatbot

    Posted Jan 23, 2020 05:17 PM
    Hi Manish

    I recommend you to see this Roadmap https://www.brighttalk.com/webcast/6447/372683?utm_source=CA+Technologies&utm_medium=brighttalk&utm_campaign=372683