CA Service Desk Manager 12.5 Integration 1.0

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Description

Once a response is selected on the recipient’s remote device, xMatters will update the CA SDM ticket in real-time. The benefit is that this process is immediate – significantly faster than the time required for staff to notice the failures or malfunctions, determine who is on call, and manually notify the right person. In addition, the ability to take simple actions on the event from any device gives the event resolver a quick way to deal with many issues and communicate to other team members the current state of the event.With the xMatters integration, the appropriate technician can be notified directly via voice, email, pager, BlackBerry, or other device. Information about the failure will be presented to the event resolver and decisions can be made in real-time.

During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original CA SDM ticket with status information.

The xMatters product features a self-service web user interface to allow accurate assignment of responsible personnel for each job. 


Prerequisites

The following components must be installed prior to installing the integration:

  • xMatters (alarmpoint) engine 4.1 (patch 004 or later)
  • xMatters integration agent 4.1 (patch 002 or later)
  • xMatters Developer IDE 4.0
  • CA Service Desk Manager 12.5

Download Resources:

CA Service Desk Manager Integration Manual Download (1.3 MB)

CA Service Desk Manager Integration Package (zip) - Windows

Download  (3.8 MB)

xMatters Reference

JDN-1435 Originally created by Desi DosSantos

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