CA Service Management

Hello team,

I want to understand a feasibility for bulk ticket creation in ServiceDesk 14.1.

We have spreadsheet and each row having the mandatory field values populated (like category/priority/status/summary/description,customer etc). We need a process to convert each row to a ServiceDesk ticket in a bulk, better saying automatically. Is it possible? Does anyone did it before? Is it safe to go? Any suggestion will be very much welcome.

Thanks

ArunavaS

Hi Arunava,

We do not support using pdm_load to create tickets in bulk.  There are several ways of creating tickets from outside the GUI, which are the pdm_text command (text api interface), maileater, SOAP web services or REST web services.

For Text API you can take a look here: CA SDM Text API Interface - CA Service Management - 14.1 - CA Technologies Documentation 

For Web Services: Web Services Management - CA Service Management - 14.1 - CA Technologies Documentation 

Maileater: How Does the Maileater Process Inbound Emails? - CA Service Management - 14.1 - CA Technologies Documentation 

Hope this helps,

Thanks,

Jon I.

Hello Arunava,

The simplest approach that I feel which will accomplish your goal is to use the pdm_text_cmd.

Please see the following tech doc links that describe the functionality of interest:

https://support.ca.com/us/knowledge-base-articles.TEC476956.html
https://support.ca.com/us/knowledge-base-articles.TEC425521.html

The basic principle that I could imagine would work here, which may be translated into a custom script:

- Obtain a row of data from your spreadsheet
- Format a flat file that contains the content from that row, and has been formatted for reading by pdm_text_cmd
- Run pdm_text_cmd against the given flat file.
- Delete the flat file

Repeat until all rows are expended.