Edge Documentation

This page documents the enPortal integration for CA Service Desk.

Vendor: CA Technologies
Product: Service Desk Manager
Supported Version(s): 12.7
Name of enPortal Integration Package: ca.sdm_pimA
Required enPortal Version: 4.6.1 and above

The following section documents supported platforms, installation, and configuration of the CA Service Desk Product Integration Module on enPortal versions 5.0 and above.

Support Matrix

The following Operating System, Database, and Web Browser platforms are supported:

Operating System

Please see the list of supported Operating Systems on the System Requirements page.

Database

A special database is not required to implement this integration module. The AppBoard/enPortal database is used to store all configurations related to this integration module.

Web Browser

Please see the list of supported Web Browsers on the System Requirements page.

Installation

Perform the following steps to install the CA Service Desk PIM:

Install AppBoard/enPortal as detailed in the Installation documentation
Download the file ca.sdm_pimA.jar
Start enPortal and login as an administrator
1. User Name: administrator
2. Password: administrator
3. Domain: System
Under the Advanced tab, select PIMImport
Click the Browse... button
Locate the CA Service Desk PIM JAR file in the Open dialog
Click the Start button to extract the files from the PIM .jar archive
Under the Advanced tab, select XMLImport
Click the Start button to load the PIM into the system
Confirm that the following message is displayed: "Import completed; loaded the following file(s): load_ca.sdm_pimA.txt"
Under the Advanced tab, select Explore System
Navigate to the /Directory/system/proxy/ folder and locate the “Manage Proxy” channel
Right-click on the “Manage Proxy” channel and select Open to launch the channel
In the Manage Proxy tool, click “Reset All”
Refresh the browser

Integration Details

The following sections provide special details for configuring the integration module after installation.

Channel Types

Home - Channel that displays the default Home page for the logged in user, including full navigation controls (no custom configuration required)

Proxy - Channel that is used by the system to display CA Service Desk Manager channels (no custom configuration required)

Search - Channel that is used by the system to display the CA Service Desk Manager Search tab (no custom configuration required)

Configuration

After installing the CA Service Desk PIM, perform the following steps to configure access to the host CA Service Desk server:

Click on the Applications tab
Right-click on the name "sample" in the row for CA Service Desk Manager and select "Modify"
Fill in the items in the Modify Application Wizard dialog:
1. Select the protocol used to access your CA Service Desk server (http or https)
2. Change the host name from "changeme" to the hostname or ip address that will resolve to your CA Service Desk server
3. Change the port to the port number of your CA Service Desk server
4. Click "Save" to keep your changes
Click on the Integrations tab
In the Explorer, under Packages, expand the ca.sdm_pimA tree and click on the Sample target. Confirm that the information you entered is displayed for your CA Service Desk server
Under the Sample target, click on the Home channel. A login prompt should be displayed.
Log in using the same credentials you would use for accessing the CA Service Desk application in a browser. Confirm that the CA Service Desk Home page is displayed.

Create Channels

After installing the CA Service Desk PIM and configuring access to the host CA Service Desk server, perform the following steps to create channels to display CA Service Desk content:

Click on the Applications tab
Right-click on the name "sample" in the row for CA Service Desk Manager and select a channel type
In the "Channel Name" box, enter the name you want to give to the new channel
For "Channel Type", select "3rd Party Pims"
Click Next
Click Finish
Click on the Integrations tab
In the Explorer, under Packages, expand the ca.sdm_pimA tree and click on the Sample target. Confirm that the new channel is listed along with the other sample channels.

Repeat the above steps to create additional channels. Select a different Channel Type in step 2 to create a different type of channel.

CA Service Desk Upgrades

Upgrading from an older version of CA Service Desk

Older versions of CA Service Desk are not supported by this PIM, so this upgrade path is not supported. It is recommended that you validate the PIM in your CA Service Desk environment to confirm that it supports the required functionalities.

Upgrading CA Service Desk to a newer version

Perform the following steps when the CA Service Desk server is upgraded to a newer version of CA Service Desk:

Check the AppBoard/enPortal PIM online documentation to see if the new CA Service Desk version is supported by the existing ca.sdm_pimA PIM.
1. To test if the new CA Service Desk version is supported by the existing PIM that you have installed, perform the following steps:
  1. Click on the Applications tab
  2. Right-click on the row for the old CA Service Desk server and select "Modify"
  3. Update the protocol, host, and port to reference the server where the new version of CA Service Desk is running
2. If the new CA Service Desk version is not supported by the existing PIM that you have installed, perform the following steps to upgrade the PIM:
  1. Download the new PIM version from the PIM download site
  2. Follow the steps in the Installation section above to install and configure the new PIM version
  3. Re-create all CA Service Desk channels to reference the new PIM
  4. [Optional] Perform the steps outlined in the Uninstall section below to remove the old PIM from the system

Uninstall

Uninstalling the ca.sdm_pimA PIM will break all of the channels in your AppBoard/enPortal system that reference this integration.

Perform the following steps to uninstall the ca.sdm_pimA PIM:

Click on the Integrations tab
In the Explorer, under Packages, locate the ca.sdm_pimA integration
Right click on the integration name, and select "Delete"
Click "Ok" to confirm that you want to delete the integration package