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.
With the xMatters integration, the appropriate technician can be notified directly via push notifications, SMS, voice or email, pager. Information about the incident 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. 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 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.
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.
The following components must be installed prior to installing the integration:
- xMatters On-Demand or xMatters 5.1 (patch 002 or later)
- xMatters integration agent 5.1.3
- CA Service Desk Manager 12.9
|CA Service Desk Manager Integration Package - zip||Download (7.2 MB)|
|CA Service Desk Manager Integration Package - tar.gz||Download (7.2 MB)|
|Product||Product Version||Product OS||Integration Version||Date|
|CA Service Desk Manager||12.9||Windows / Linux||1.6.1||2014-11-18|
|CA Service Desk Manager||12.7||Windows / Linux||1.5||2013-01-18|
|CA Service Desk Manager||12.6||Windows / Linux||1.4||2012-08-23|