CA SDM Manager 12.9 / 14.1 Integration v2.1.1

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.


The xMatters integration for CA Service Desk Manager 12.9 or 14.1 has been rewritten to take full advantage of the xMatters On-Demand platform.

CA Service Desk Customers can now use the xMatters communication plan design tools to manage message content and subscriptions. Message recipients can also receive notifications on their mobile devices using the xMatters app.

As before, once a response is submitted from 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 latest version of the integration (2.1.1) also includes one-way batch loading (adding and updating only) of groups, users, and devices from CA SDM into xMatters. 


The following components are required for this integration:

  • xMatters On-Demand
  • xMatters Integration Agent
  • CA Service Desk Manager (tested with 14.1)

Download Resources

CA Service Desk Manager Integration Package - zip Download (9.9 MB)


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  • 0
    Alistair Simpson

    Listed as a pre-req is v5.1.8 of the IA.... Has this been released yet???

  • 0
    Iain Rose

    Hi Alistair,

    That was a typo, the integration will work fine with 5.1.7.

    Thanks for pointing that out.



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