Good Day All
I am trying to configure REST Web services on ServiceDesk I have followed the steps in the manual but when I try to connect to my the mobile App I it returns the following message.
"unable to parse the ITSM network configuration "
I opened the port externally and used the address below and the application worked thanks
However, the CA Service Management app from Google/Apple stores does not need it. It just needs the 14.1's REST deployment to be done as part of pdm_configure. And the app needs to point to http://SDMhost:8050<https://communities.ca.com/external-link.jspa?url=http%3A%2F%2FSDMhost%3A8050> from SDM REST API stand point.
Hi Faith, I think you may be using the incorrect mobile app. Are you using the CA Cloud Service Management app or just CA Service Management app? The CA Cloud Service Management app is for a cloud based service desk product, and not for CA Service Desk Manager. There are two separate apps on the app store, so it can be a bit confusing, but ensure the one you are using is the "CA Service Management" one.
Let us know if this helps.
I will check if it is the right app
I`m not using the cloud app ,the one I`m using is CA Service Management and I can also see the CA Cloud Service Management.
If the URL in the app you used is SDM's REST API port, then, the app is trying to pull: http://SDMhost:8050/itsm/itsm_configuration file to determine rest of the configuration of ITSM.
If the URL in the app you used is Unified Self Service URL, then the app is trying to pull: http://USSHost:8686/itsm/itsm_configuration file to determine rest of the configuration of ITSM.
Are you using SSL? If so, and you are using SDM REST API URL: Open a browser on the device and point it to same URL that the app used + add the string /casdm Towards the end. See if you get the mobile app login screen there. Do you get a cert warning ?
What platform are you on, iOS or Android?
I think I`m doing something wrong ,I have installed ServiceDesk and I used the manual to configure REST and I followed the steps below, I need to be able to access CASDM using the mobile app but this doesn’t seem to be working.
Step 1 - Configure REST Web Services
By default, REST Web Services are enabled in the CA Service Desk Manager configuration. However, if the REST Web Services are not enabled at the time of CA Service Desk Manager installation, configure the REST Web Services.
Follow these steps:
1. Execute pdm_configure from the command-line interface. On Windows, click Start, Programs, CA, Service Desk Manager, Configure.
The configuration dialog opens.
2. Confirm the configuration information for the General Settings, System Accounts, Database, and Web Interface dialogs.
The REST Web Services dialog opens.
3. Enable the Configure REST Web Services option.
4. Specify the REST Tomcat Port.
5. Specify the REST Tomcat Shutdown Port.
6. Click Next and continue the CA Service Desk Manager configuration.
The configuration completes.
Step 2 - Enable the REST Mobile Sample UI
CA Service Desk Manager disables the REST Mobile Sample user interface by default to prevent undesired access to the MDB. The administrator enables this interface manually.
1. Locate the following directory on the CA Service Desk Manager computer where REST web services is installed and configured:
3. Copy this directory to the following location:
Note: You do not have to restart Tomcat.
The REST Mobile Sample user interface is enabled.
1. (Optional) If you want to disable the REST sample user interface, remove the mobiledemo directory from /webapps.
Step 3 - Manage Incidents from the REST Mobile Sample Interface
The analyst or an employee views the REST mobile sample interface on their mobile device to manage incidents in the queue. For example, the analyst opens Incident 30 to log an internal-only comment.
The analyst or the employee can also download attachments.
1. Open the following URL on your mobile device:
2. http://hostname:REST-Tomcat-port/mobiledemo/login.html( I receive and error at this stage.)
The sample REST mobile interface login page opens.
1. Log in to CA Service Desk Manager using your credentials.
The REST mobile analyst home page opens.
2. Select Assigned Incidents.
3. Select an Incident, such as Incident 30.
4. Select Create Activity on the detail page.
5. Select Log Comment from the drop-down list.
6. Select Yes from the Internal option.
7. Enter a comment and select Save.
Was this helpful? Yes <https://docops.ca.com/ca-service-management/14-1/en/using/mobility/rest-sample-mobile-user-interface/deploy-the-rest-mobile-sample-user-interface> No <https://docops.ca.com/ca-service-management/14-1/en/using/mobility/rest-sample-mobile-user-interface/deploy-the-rest-mobile-sample-user-interface>
You are correct. The mobiledemo is basically a sample REST API same that we offer.
However, the CA Service Management app from Google/Apple stores does not need it. It just needs the 14.1's REST deployment to be done as part of pdm_configure. And the app needs to point to http://SDMhost:8050 from SDM REST API stand point.
It does not need to point to http://SDMhost:8050/mobiledemo/login.html This is REST API sample and can be accessed via a browser.
How do you configure Servicedesk to access using the mobile app from google store
As long as Service Desk configuration tool (pdm_configure) was run with the option to deploy REST web services, that's all you need for a real basic connection to work. ie., ticket creation.
For Analyst Queue capability of the app -> https://docops.ca.com/ca-service-management/14-1/en/using/mobility/ca-service-management-mobile-application/verify-the-prerequisites-for-ca-service-management-mobile-application there's some pre-reqs.
But your error seems to be around app connectivity into the REST web services itself.
Do you have a service desk application or secondary server in your DMZ with the required port (default 8050) open to the internet? Sorry if this is obvious, I didn't see it mentioned.
I only have one server don’t have a DMZ and my device is connected on the internal network. Do I still need to open the port.
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