CA Service Desk Manager 12.6 Integration 1.4

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

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.

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.

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.

This version of xMatters also includes the xMatters mobile access application. With the mobile access component, the appropriate technician can create, view, and update CA SDM messages directly via a mobile device’s web browser. Information about CA SDM events can be displayed on the mobile device and updated in real-time.

The benefit is that this process is immediate and may be done remotely – providing users with an efficient method of handling CA SDM tickets from any mobile device. In addition, the CA SDM integration can be updated to notify xMatters Users on their mobile device with a link to the mobile view of the event, allowing the user to update the event remotely.


Prerequisites

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

  • xMatters (alarmpoint) engine 5.x or 4.1 (patch 013 or later) with a valid xMatters mobile access license
  • xMatters integration agent 5.x or 4.1 (patch 005 or later)
  • xMatters Developer IDE
  • CA Service Desk Manager 12.6

Download Resources:

CA Service Desk Manager Integration Package (Includes Documentation Manual) - Windows

Download (10.6 MB)

CA Service Desk Manager Integration Package (Includes Documentation Manual) - Linux

Download (10.5 MB)

Download CA Service Desk Manager Integration 1.4 Documentation Manual below..

xMatters Reference

JDN-3257 Originally created by Iain Rose

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