CA Service Management

  • 1.  Status sync between SC and SDM

    Posted Dec 20, 2016 10:13 PM

    Hey everybody, I need some help with the status sync between SC/USS requests and the tickets generated in SDM from the catalog.
    I managed to get working the SC integration with PAM and the comments and attachments are syncing ok, but can't figure what's wrong with the status.

    Any help will be appreciated.

    Thanks!



  • 2.  Re: Status sync between SC and SDM

    Broadcom Employee
    Posted Dec 21, 2016 10:31 AM

    Hey Kevin,

     

    I believe only (SDM) Closed status gets synced to Catalog Request when using the Out of the box  SDM -> Catalog option:  casc_aty_sync  via Options Manager

     

    _R



  • 3.  Re: Status sync between SC and SDM

    Posted Dec 21, 2016 11:54 AM

    Hi Raghu,

     

    I asked support, and in a search in communities this topic: https://communities.ca.com/thread/241754035 it says that the OOTB feature is to only sync the close status between SDM -> SC/USS. Support told me that to achieve the Cancelled status sync I need to trigger a process in PAM, if anyone could help me with some instructions about how to achieve this I'll appreciate it.

     

    Thanks!



  • 4.  Re: Status sync between SC and SDM

    Posted Dec 29, 2016 08:58 AM

    Hi Raghu,

     you can acomplish thtat by creating a new macro (IT PAM action type) in SD and attach to it a PAM process that will cancel the SC request related to the sd ticket. After creating the macro you must create an event with the corresponding macro condition (site defined) like "when status = cncl and external_ticket IS NOT NULL", associate the first IT PAM action macro to it and then associate this last event to the CNCL activity type (Event tab) in the notification association. That's how we got this working.

     

    Let me know if you have any concern about it and hope it helps.

     

    Regards.



  • 5.  Re: Status sync between SC and SDM

    Posted Jan 01, 2017 08:31 PM

    Hi Hernanlo,

     

    Yeah after some research I founded that's the way of doing what I'm looking for. The configuration of the events and conditions it's not a problem, I have some experience with SDM but I'm really new with PAM, I was looking the OOTB processes but can't find out how to create the process that cancel the SC request related to the SD ticket.

     

    Where I can find some info about PAM and creating procceses?

     

    Thanks for the help! 

    Regards.



  • 6.  Re: Status sync between SC and SDM

    Posted Jan 02, 2017 03:05 AM

    You can find the full documentation including a Getting Started Guide at CA Process Automation - CA Process Automation - 4.3.1 - CA Technologies Documentation 

    Thanks,

    John Sorensen



  • 7.  Re: Status sync between SC and SDM

    Posted Apr 03, 2017 04:13 AM

    Hi,

     

    Do i need to install ITPAM if I want to sync attachment and notes between SC/USS and tickets in SDM?

    I've SC/USS and SDM but without ITPAM.

    The attachment will be sync to SDM ticket if I added an attachment during ticket creation.

    But If I update existing ticket in USS, e.g add new attachment or log comment, it will not sync to SDM tikcet.



  • 8.  Re: Status sync between SC and SDM

    Broadcom Employee
    Posted Apr 18, 2018 05:11 AM

    Hi Mohd,

     

    For the initial creation of Request in catalog IT PAM is not a must but for subsequent sync between Catalog - SDM you might need PAM process. You might want to go through the documentation mentioned above in this thread for PAM and look at the various combinations of updates.