CA SDM Sender

Description

The CA SDM (CA Service Desk Manager) sender plugin inserts new and updated tickets (incidents, issues, customer requests, etc) into CA SDM.

Prerequisites

Installation

Make sure you have the 1gateway zip file that includes the plugin files and valid licences information ready. This file has been provided to you with the installation files.

Login to 1gateway, and make sure you are in "Advanced mode". If this is the first time you log in, the default user and password are both 'admin' (without the quotes).

2 - System Maintenance

Click on the menu icon and choose the option "System maintenance"

3 - Upload file

In the System maintenance view you can either drag and drop the downloaded zip file or select it by clicking the "choose file" button.

4 - Restart

After the upload installation will be confirmed. Restart 1Gateway to ensure any locked files are updated.

Configuration

Open the main menu and click on "New plugin"

Select the plugin you want to configure. Use the Filter field if needed.

Field name	Supported values	Description
CA SDM server	Any string	Pureservice server or IP
CA SDM port number	Any integer	1Gateway user API key
CA SDM username	Any string	HTTP authentication user
CA SDM password	Any string	HTTP authentication password
Incident type	in, iss, cr	Type of ticket to send to CA SDM: incident (in), issue (iss) or customer request (cr)
Login expiry interval	Any integer	How long is the login valid (in seconds)
Logout	True / false	Logout after every transaction

To distinguish between XML attributes and elements in the message, put an @ (at) sign at the beginning of the key name to define XML attributes and don't include an @ (at) sign to define XML elements when defining the keys of a message in the mapper. If a XML element has both attributes and a text value, the text value is indicated with a subkey called "TEXT_CONTENT".

For example, the following mapper will give this XML as result:

<?xml version="1.0" encoding="UTF-8"?>
<payload>
  <message type="incident">
    This is an incident
  </message>
  <status>
    new
  </status>
  <customer id="DD001">
	<name>
      Donald Duck
    </name>
    <email>
      donald@duck.es
    </email>
  </customer>
</payload>

XML