CA Service Management

  • 1.  Converting IVR to Incident ticket

    Posted Jun 29, 2017 01:24 AM

    Hi Team,

      How to convert IVR to incident ticket in CA Service Desk. Pls help me to configure in CA SDM.

     

    Regards,

    Arun.B



  • 2.  Re: Converting IVR to Incident ticket

    Posted Jun 29, 2017 01:51 AM

    Use the SDM WebService api and have your IVR open the ticket programatically in SDM.



  • 3.  Re: Converting IVR to Incident ticket

    Posted Jun 29, 2017 01:57 AM

    Hi Arun,

     

    Check for the following keyword "CTI Integration Method" in the below documentation:

     

    https://search.ca.com/assets/SiteAssets/TEC592250_External/CA_SDM_Integrations_Vol_2_ENU.pdf

     

    As this looks like very near match for your requirement which uses Webservices as told by @Cristi Mitrana

     

    Regards

    Junaid