The Oracle Management Connector for CA Service Desk (CASD) integrates CA Service Desk 11, 12, 14, or 17 with Enterprise Manager through either an HTTP or HTTPS connection. Using this connector, you can create, update, close, or reopen a ticket for any incident in Enterprise Manager. Note that the term ticket refers to a CA Service Desk incident.
The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable helpdesk analysts leverage Enterprise Manager's diagnostic and resolution features to resolve the incident. In Enterprise Manger, the ticket ID, ticket status, and link to the CASD console is the shown in the context of the incident. This provides Enterprise Manager administrators with ticket status information and an easy way to quickly access the ticket.
Note:
the CASD Connector attempts to populate a custom field when you create a ticket, and cannot function without the customizations to CASD. You should only use the CASD Connector if you intend to make the necessary customizations.
The following sections explain various CA Service Desk Connector concepts that you must understand before you start using the CA Service Desk Connector.