CA Service Management

Hi Team,

We are using Service Catalog 12.7 version currently and there is a plan to upgrade to 14.1.

We want to know how Service Catalog and Service Desk are integrated - need details of Port and web calls between the two. And also the common tables shared between the two.

Thanks,

Hemalatha S

Check 'Chapter 3' of this Green Book:

https://docops.ca.com/ca-service-management/14-1/en/files/55876864/CA_Service_Desk_Integrations_Vol_1_ENU.pdf

Hope it helps...

Hello Hemalatha S.

This is Louis van Amelsfort, with an answer to your questions.

The two products can be integrated with and without the PAM product too.
Depending on your requirements, you need PAM to be integrated with CA Service Catalog(SC) and CA Service Desk Manager(SDM).
You can integrate these products to:
- Open a request in SC and get an SDM-ticket opened (where ticket can be an SDM-Incident or an SDM-Request).
- Once the SDM-ticket has been created, you can synchronize attachment and notes/logcomments between the SC-Request and the SDM-Ticket.

- Open a request in SC and get an SDM-Change Order(CO) opened.
- For which PAM is needed/comes in play.
- And sync attachments and notes/log comments between the two.

All of the above in combination with 'the tables in the mdb database'.
And with the PAM database as well, when PAM is going to be used.

Your question about which tables are involved is unanswered.
As said, it is a combination/integration of 'the tables in the mdb'.

Hopefully this gets you started as the SC-SDM-PAM integration is concerned.

Should you need more assistance about the implementation of the integration, I can recommend you to ask for CA Services engagement through your CA Sales Representative.

Thanks and kind regards, Louis.

What Louis said is true, but if you want anything more than that, like a possibility of updates from SDM being displayed in SC, to be able to view knowledge base articles, that is customization and you need to engage CA Services - paid service. I would not do it again unless you secure large enough budget for implementation.