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CA Service Desk (Ticket)

Connector name

pxcasd

Connector type

Executable with script

Type (UI field value)

CA Service Desk (Ticket)

Target system versions supported / tested

Bravura Security Fabric uses the pxcasd interface program to trigger creations and updates on CA Service Desk systems when certain events occur on the Bravura Security Fabric server.

Connector status / support

Customer-Verified

Clients may contact Bravura Security support for assistance with this connector. Troubleshooting and testing must be completed in the client's test environment as Bravura Security does not maintain internal test environments for the associated target system.

Installation / setup

Interface programs are installed in the interface directory.

Modify the sample pxcasd.cfg script included in the samples directory and copy it to the \<instance>\script\ directory.

The following sections show you how to configure the event actions interface for Bravura Security Fabric 7.0 or higher by:

  • Preparing the target

  • Setting the target system address in Bravura Security Fabric (version 7.0 and higher)

  • Writing a configuration file for event actions

Preparation

In order to interface with CA Service Desk Manager, ensure that .net version 2.0 or greater is installed.

Targeting a CA Service Desk Manager server

Bravura Security Fabric provides the option of using the target system name in event action fields in the Manage the system (PSA) module or Configure event (ITSM) module, rather than the program name. The security benefit is that all sensitive information (server address, admin credentials) is automatically passed to the program, rather than stored in the .cfg file in plain text.

Add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems) for each CA Service Desk Manager server to support the event actions interface.

  • Type is CA Service Desk (Ticket) , listed under IT Service Management Systems .

  • Address uses the URL/URI of the CA Service Desk Manager web service:

    {server=<URL>;}

  • Administrator ID and Password identify the user with permissions to perform all required operations.

Once you write a configuration file, you can use the target ID to configure event actions in the Manage the system (PSA) module or Configure event (ITSM) module.

Configuring event actions

To configure an event action to interface with CA Service Desk Manager, you must write a configuration file. Modify the pxcasd.cfg sample script included in the samples directory and copy it to the \<instance>\script\ directory. If you cannot find the sample file, try re-running setup to modify your installation. Sample files are automatically installed only with complete installations. You can select them in custom installations.

When you configure an event, you enter the program name or, as of Bravura Security Fabric version 7.0 and the target ID. In both cases, pxcasd looks for the default script with the matching name.

You can write an alternative .cfg file; for example when you have multiple CA Service Desk Manager targets. When you configure an event, you specify the file using the -cfg parameter; for example:

  • pxcasd.exe -cfg myfile.cfg

    or

  • MYCASD -cfg myfile.cfg

Requirements

If you do not use a ticket target to configure events, you must define the variables shown in table below in every CA Service Desk Manager script.

Table 1. Required variables for CA Service Desk Manager

Variable

Description of value

adminid

The user ID of a user with permissions to perform all operations that you require.

adminpwd

The password for the above user.

server

The URL/URI of the CA Service Desk Manager web service.



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