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CA Service Desk Manager is a cloud-based IT service and support management solution. Primary features include change management, incident management, automation support, self-service, predefined services and workflows and reporting.

Connect CA Service Desk with Devo SOAR

  1. Navigate to Automations > Integrations.

  2. Search for CA Service Desk.

  3. Click Details, then the + icon. Enter the required information in the following fields.

  4. Label: Enter a connection name.

  5. Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.

  6. Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).

  7. Remote Agent: Run this integration using the Devo SOAR Remote Agent.

  8. URL: URL of your CA Service Desk WSDL. Example: http://10.11.13.15:8080/api/services/UUU_111_WebService?wsdl

  9. Username: The username used to connect to the instance.

  10. Password: The password used to connect to the instance.

  11. After you've entered all the details, click Connect.

Actions for CA Service Desk

Create Ticket

Creates a ticket with the specified details.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name

Description

Required

Creator Handle

Jinja-templated text containing the creator handle of the ticket, This could be something like cnt:1FDC89E7176G668B8686NN76NN67N766EBB4. Example: {{creator_handle_column_name}}.

Required

Title

Jinja-templated text containing the title of the ticket. Example: This is {{title_column_name}}.

Required

Description

Jinja-templated text containing the description of the ticket. Example: This is {{description_column_name}}.

Required

Assignee

Jinja-templated text containing the assignee of the ticket. Example: {{assignee_column_name}}.

Optional

Priority

Jinja-templated text containing the priority of the ticket (Default is 0). Example: {{priority_column_name}}.

Optional

Status

Jinja-templated text containing the status of the ticket (Default is OP). Example: {{status_column_name}}.

Optional

Category

Jinja-templated text containing the category of the ticket. Example: {{category_column_name}}.

Optional

Output

A JSON object containing multiple rows of result:

...

Code Block
## Get Ticket Details

Get ticket details by id.

### Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

| Input Name | Description                                                                                                                                             | Required |
| :--------- | :------------------------------------------------------------------------------------------------------------------------------------------------------ | :------- |
| ID         | [Jinja-templated](doc:jinja-template) text containing the id of the ticket, This represents persistent_id (without "cr:"). Example: {{id_column_name}}. | Optional |
| Ref Num    | [Jinja-templated](doc:jinja-template) text containing the reference number of the ticket. Example: {{ref_num_column_name}}.                             | Optional |

### Output

A JSON object containing multiple rows of result:

- has_error: True/False
- error: message/null
- result: Ticket Details


``` {json}{
  "start_date": null,
  "auto_assign": "0",
  "zSOC_SubCtg": null,
  "zSeguimiento": null,
  "zservacep": null,
  "sap_xnum": null,
  "log_agent_f": null,
  "zdate27_metro": null,
  "description": "added by aaaa for testing",
  "site_sla_attrs": null,
  "ebr_search_in": null,
  "zICAAut1": null,
  "affected_resource": null,
  "status_prev": null,
  "zInicioEPS": null,
  "zdate23_metro": null,
  "zAreaPS": null,
  "zEstados_OFSC": null,
  "zAutorizador_Area": null,
  "checkout_time": null,
  "zstring8_metro": null,
  "sap_state": null,
  "zCP_OFSC": null,
  "zLocalidad": null,
  "zCI1_metro": null,
  "resolution_code": null,
  "active_prev": null,
  "zstring4_metro": null,
  "severity": null,
  "target_resolved_count_prev": null,
  "group": null,
  "solution": null,
  "summary": "ticket added  for test",
  "ddeobj": null,
  "zdate12_metro": null,
  "recursive_f": null,
  "log_agent": "1FDC89E71C266bC6C552EBB4",
  "ebr_serial_num": null,
  "zEscPS": null,
  "man_urg": "-1",
  "target_start_last": "536",
  "zcheck10_metro": "0",
  "zdate26_metro": null,
  "outage_type": null,
  "zMotivoservicio": null,
  "sap_msg": null,
  "zserviceWindowEnd": null,
  "from_incident": null,
  "zsolutionCF": null,
  "zrootNW": null,
  "zstring7_metro": null,
  "zdate19_metro": null,
  "resolve_date_prev": null,
  "urgency": null,
  "zinge": null,
  "major_incident": "0",
  "status": "OP",
  "znumvisitas_OFSC": "1",
  "zIngRepP": null,
  "sap_sftwcomppatch": null,
  "zDateETA_SLA_Time": null,
  "zGPV_Modulo": null,
  "ticket_avoided": null,
  "zstring3_metro": null,
  "zdate15_metro": null,
  "zMunDelCiu_OFSC": null,
  "sap_userstatus": null,
  "zinventario_OFSC": "0",
  "zstring11_metro": null,
  "edit_from_play_api": "0",
  "caused_by_chg": null,
  "zGPV_Proceso": null,
  "zvip": null,
  "zTicketNetrix": null,
  "outage_start_time": null,
  "zRaz_camb_status_OFSC": null,
  "zdate11_metro": null,
  "zDate_cor": null,
  "zCR7_metro": null,
  "type": "I",
  "zvia": null,
  "affected_service": null,
  "resolution_method": null,
  "zDoccheckbox": "0",
  "external_system_ticket": null,
  "zCAOFSC_dtEndTime": null,
  "zRegionU": null,
  "zasitio": "0",
  "tenant": "040DDFD2635635127BC66569EF9",
  "zCR3_metro": null,
  "zSolProv": null,
  "remote_control_used": "0",
  "view_type": null,
  "target_hold_last": null,
  "zdate2_metro": null,
  "zSubtenantNX": null,
  "ztipotkt": null,
  "zSolPS": null,
  "zSolP": null,
  "zCAOFSC_dsEmailResource": null,
  "zFechaInICA": null,
  "zstring18_metro": null,
  "zCausaP": null,
  "zCompany": null,
  "sap_component": null,
  "dderun_f": "0",
  "ebr_match_type": null,
  "zproblem": null,
  "zRptMthd": null,
  "zdate18_metro": null,
  "zstring14_metro": null,
  "heat_overlay": "{}",
  "sap_status": null,
  "charge_back_id": null,
  "caextwf_instance_id": null,
  "zFechaFinICA": null,
  "eval_service": "1",
  "zstring10_metro": null,
  "zCAOFSC_qtTravelTime": null,
  "zbillable": null,
  "new_affected_resource": null,
  "rootcause": null,
  "target_closed_count": "0",
  "zIngRPS": null,
  "add_workflow_persids": null,
  "zCR6_metro": null,
  "caused_by_chg_f": null,
  "zApp": null,
  "impact_prev": null,
  "resolvable_at_lower": "0",
  "target_resolved_last": null,
  "zNodos": null,
  "zdate5_metro": null,
  "assignee_prev": null,
  "zRaz_camb_status_OFSC_WS": null,
  "zGPV_String1": null,
  "zCR2_metro": null,
  "ref_num": "G6-1714",
  "from_edit_in_list": "0",
  "customer": "1FDC8956356C552EBB4",
  "zcheck6_metro": "0",
  "parent_f": null,
  "zdate1_metro": null,
  "zserviceWindowStart": null,
  "zTicketCAT": null,
  "zDateETA_SLA_WS": null,
  "man_imp": "-1",
  "zstring17_metro": null,
  "zcheck2_metro": "0",
  "zCI8_Metro": null,
  "target_hold_count": "0",
  "event_token": null,
  "assignee": "1FDC89E73564C6C552EBB4",
  "zCI4_Metro": null,
  "time_spent_sum": "0",
  "zRespEn": null,
  "change": null,
  "avoided_by_kd": null,
  "zCR9_metro": null,
  "ebr_ks_concepts": null,
  "zFolioG": null,
  "zdate8_metro": null,
  "zNomP": null,
  "sap_sftwcomp": null,
  "mintgt": null,
  "zString11": null,
  "zString10": null,
  "created_via": "3556",
  "zcheck9_metro": "0",
  "zdate4_metro": null,
  "sap_os": null,
  "zfactura": "0",
  "sap_cprog": null,
  "zCausaPS": null,
  "zcheck5_metro": "0",
  "zSAPGPV_Modulo": null,
  "zDate_cir": null,
  "sap_client": null,
  "zdate22_metro": null,
  "zSAPGPV_Module": null,
  "edit_from_web": "0",
  "zCI7_Metro": null,
  "sap_dbsys": null,
  "zrca": "0",
  "urgency_f": null,
  "zCI2": null,
  "outage_detail_why": null,
  "zFinEPS": null,
  "zLineadeNegocio": null,
  "init_urg": "-1",
  "zPosS": null,
  "zRMA": "0",
  "outage_detail_who": null,
  "zString9": null,
  "zString8": null,
  "string6": null,
  "zString7": null,
  "string5": null,
  "zString6": null,
  "sap_frontend": null,
  "string4": null,
  "zString5": null,
  "string3": null,
  "zString4": null,
  "string2": null,
  "zString3": null,
  "string1": null,
  "zString2": null,
  "zString1": null,
  "zEstado_OFSC": null,
  "zString0": null,
  "actual_comp_date": null,
  "zpcatCF": null,
  "ebr_fuzziness": null,
  "zActLog_OFSC": null,
  "category_f": null,
  "zcheck8_metro": "0",
  "orig_user_organization": null,
  "zGPV_SubModulo": null,
  "web_url": "http://O56333C002:8080/356?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=3565",
  "zdate25_metro": null,
  "co_reason": null,
  "call_back_date": null,
  "prev_workshift": null,
  "zUUID_OFSC": null,
  "ebr_relevance": null,
  "add_sla_persids": null,
  "assignee_f": null,
  "open_date": "1615314389",
  "zdate21_metro": null,
  "impact_f": null,
  "zSupT": null,
  "extern_ref": null,
  "zstring6_metro": null,
  "outage_reason_desc": null,
  "mintime": null,
  "zICA_Aprobador_INF_II": null,
  "zCausaRaiz": null,
  "status_f": null,
  "zstring2_metro": null,
  "zdate14_metro": null,
  "reciptemp": null,
  "sap_syshost": null,
  "close_date_prev": null,
  "zusuariofinal": null,
  "template_name": null,
  "zCAOFSC_dsClosureNotes": null,
  "zdate10_metro": null,
  "priority_f": null,
  "urgency_prev": null,
  "zWBS_OFSC": null,
  "category": null,
  "zComentarios": null,
  "sap_category": null,
  "zaccessSchedule": null,
  "ebr_search_text": null,
  "zaremota": "0",
  "ZWorkspaceRC": null,
  "zrootCF": null,
  "zSMProblema": null,
  "znotas": null,
  "base_template": null,
  "zslaWindowStart": null,
  "audit_userid": "1FDC0444C6C552EBB4",
  "sap_systyp": null,
  "zTorreGrupo3": null,
  "zTorreGrupo2": null,
  "zTorreGrupo1": null,
  "zdate24_metro": null,
  "return_to_service": "0",
  "id": "55651",
  "zstring20_metro": null,
  "zstring9_metro": null,
  "macro_predicted_violation": "0",
  "category_prev": null,
  "zDateETA_SLA_DateTime": null,
  "zViaAtencion": null,
  "zactiserv": null,
  "znumero_visita_OFSC": null,
  "zuserVIP": null,
  "zmodelo": null,
  "resolve_date": null,
  "zerror": "0",
  "zstring5_metro": null,
  "zdate17_metro": null,
  "sap_sftwcomprel": null,
  "zstring13_metro": null,
  "zSMConocimiento": null,
  "target_hold_count_prev": null,
  "needs_beep": "0",
  "zRespE": null,
  "zsucursal": null,
  "zdate13_metro": null,
  "active": "1",
  "group_prev": null,
  "parent": null,
  "priority": "25",
  "zSOC_Ctg": null,
  "sap_priority": null,
  "zentiempo": null,
  "new_delay_log": null,
  "requested_by": null,
  "init_imp": "-1",
  "support_lev": null,
  "zCR5_metro": null,
  "zImputable": null,
  "zProyectos2": null,
  "add_property_persids": null,
  "zcheck11_metro": "0",
  "znumvisita_OFSC": null,
  "zCR1_metro": null,
  "zfchvalid": null,
  "auto_urg": "-1",
  "start_date_f": null,
  "close_date_f": null,
  "zCAOFSC_startTime": null,
  "zEquipo": null,
  "zDate_inc": null,
  "sap_sysid": null,
  "fldchange_log_f": "1",
  "zstring16_metro": null,
  "zcheck1_metro": "0",
  "sap_instance": null,
  "saved_f": "1",
  "zSMCategoriaL2": null,
  "znotasgral": null,
  "zSMCategoriaL1": null,
  "zsoeid": null,
  "zdate16_metro": null,
  "close_date": null,
  "change_f": null,
  "zstring12_metro": null,
  "zCI3_Metro": null,
  "recip": null,
  "init_log_id_f": "5034",
  "wf_attr_changed": null,
  "zNum_direccion_OFSC": null,
  "incident_priority": "0",
  "group_flag": "0",
  "zIDServ": null,
  "zCR8_metro": null,
  "active_f": null,
  "orig_user_admin_org": null,
  "zIngPPS": null,
  "zcontratout": "0",
  "zGPVDate1": null,
  "zdate7_metro": null,
  "zCR4_metro": null,
  "last_act_id": null,
  "pct_service_restored": null,
  "priority_prev": null,
  "symptom_code": null,
  "sap_subject": null,
  "znotas_OFSC": null,
  "zdate3_metro": null,
  "credit_kds": null,
  "major_incident_f": null,
  "zTorreing3": null,
  "zTorreing2": null,
  "zTorreing1": null,
  "zPC": null,
  "zslaWindowEnd": null,
  "call_back_flag": "0",
  "zstring19_metro": null,
  "zcheck4_metro": "0",
  "zNomIngP": null,
  "status_comment_f": null,
  "zfallasolu": null,
  "zRMANW": null,
  "predicted_sla_violation": "0",
  "zstring15_metro": null,
  "zCI6_Metro": null,
  "audit_userid_f": "1",
  "orig_user_dept": null,
  "severity_f": null,
  "affected_service_f": null,
  "target_resolved_count": "0",
  "zCI2_Metro": null,
  "persistent_id": "cr:579551",
  "zNombreV": null,
  "znum_visita_OFSC": null,
  "zserie": null,
  "zNombreR": null,
  "call_back_text": null,
  "outage_detail_what": null,
  "zprsin": "0",
  "ebr_ks_teaser": null,
  "current_workshift": null,
  "zColonia_OFSC": null,
  "ebr_doc_blc": null,
  "zSMRC": null,
  "zdate6_metro": null,
  "zmarca": null,
  "zciudad": null,
  "last_mod_dt": "164389",
  "incorrectly_assigned": "0",
  "zTypeE": null,
  "zWorkspaceSolution": null,
  "zTypeC": null,
  "fldchange_log": null,
  "zcheck7_metro": "0",
  "zTypeA": null,
  "est_comp_date": null,
  "reminder_duration": null,
  "based_on_kd": null,
  "heat": null,
  "orig_user_cost_center": null,
  "zcheck3_metro": "0",
  "zCI9_Metro": null,
  "extern_token": null,
  "zProyecto": null,
  "target_closed_last": null,
  "sap_solman": null,
  "zfecha4": null,
  "zfecha3": null,
  "zCheckbox1": "0",
  "zfecha2": null,
  "auto_imp": "-1",
  "zfecha1": null,
  "zdate20_metro": null,
  "zCAOFSC_status": null,
  "zdetacla": null,
  "zSAPGPV_SubModulo": null,
  "zCI5_Metro": null,
  "zIDestacion": null,
  "severity_prev": null,
  "zSAPGPV_SubModule": null,
  "outage_end_time": null,
  "zstring1_metro": null,
  "zBeneficiario": null,
  "cawf_procid": null,
  "last_mod_by": "1666BB4",
  "zHolding": null,
  "impact": "0",
  "problem": null,
  "ztiporep": null,
  "target_closed_count_prev": null,
  "group_f": null,
  "zdate9_metro": null,
  "sla_violation": "0",
  "zAutorizador": null,
  "extern_ref_f": null,
  "resolve_date_f": null,
  "zFolioPS": null,
  "error": null,
  "has_error": false
}

Update Ticket

Update ticket details by ID.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name

Description

Required

ID

Jinja-templated text containing the id of the ticket, This represents persistent_id (without "cr:").

Example: {{id_column_name}}.

Required

Assignee

Jinja-templated text containing the status of the ticket.

Example: {{status_column_name}}.

Optional

Status

Jinja-templated text containing the status of the ticket.

Example: {{status_column_name}}.

Optional

Category

Jinja-templated text containing the category of the ticket.

Example: {{category_column_name}}.

Optional

Other parameters

Jinja-templated text containing a json blob containing the desired parameters to update.

Example: {"dup_ticket_num":{{dup_ticket_num}},"resolution_comment":{{resolution_comment}}.

Optional

Output

A JSON object containing multiple rows of result:

...

Code Block
## Add comment by ID

Add comment to a ticket by ID.

### Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

| Input Name   | Description                                                                                                                       | Required |
| :----------- | :-------------------------------------------------------------------------------------------------------------------------------- | :------- |
| ID           | Jinja-templated text containing the id of the ticket, This represents persistent_id (without "cr:"). Example: {{id_column_name}}. | Required |
| Comment Text | Jinja-templated text containing the comment text of the ticket. Example: {{comment_text_column_name}}.                            | Required |

### Output

A JSON object containing multiple rows of result:

- has_error: True/False
- error: message/null
- result: Ticket Details


``` {json}{
  "start_date": null,
  "auto_assign": "0",
  "zSOC_SubCtg": null,
  "zSeguimiento": null,
  "zservacep": null,
  "sap_xnum": null,
  "log_agent_f": null,
  "zdate27_metro": null,
  "description": "added by aaaa for testing",
  "site_sla_attrs": null,
  "ebr_search_in": null,
  "zICAAut1": null,
  "affected_resource": null,
  "status_prev": null,
  "zInicioEPS": null,
  "zdate23_metro": null,
  "zAreaPS": null,
  "zEstados_OFSC": null,
  "zAutorizador_Area": null,
  "checkout_time": null,
  "zstring8_metro": null,
  "sap_state": null,
  "zCP_OFSC": null,
  "zLocalidad": null,
  "zCI1_metro": null,
  "resolution_code": null,
  "active_prev": null,
  "zstring4_metro": null,
  "severity": null,
  "target_resolved_count_prev": null,
  "group": null,
  "solution": null,
  "summary": "ticket added  for test",
  "ddeobj": null,
  "zdate12_metro": null,
  "recursive_f": null,
  "log_agent": "1FDC89E71C266bC6C552EBB4",
  "ebr_serial_num": null,
  "zEscPS": null,
  "man_urg": "-1",
  "target_start_last": "536",
  "zcheck10_metro": "0",
  "zdate26_metro": null,
  "outage_type": null,
  "zMotivoservicio": null,
  "sap_msg": null,
  "zserviceWindowEnd": null,
  "from_incident": null,
  "zsolutionCF": null,
  "zrootNW": null,
  "zstring7_metro": null,
  "zdate19_metro": null,
  "resolve_date_prev": null,
  "urgency": null,
  "zinge": null,
  "major_incident": "0",
  "status": "OP",
  "znumvisitas_OFSC": "1",
  "zIngRepP": null,
  "sap_sftwcomppatch": null,
  "zDateETA_SLA_Time": null,
  "zGPV_Modulo": null,
  "ticket_avoided": null,
  "zstring3_metro": null,
  "zdate15_metro": null,
  "zMunDelCiu_OFSC": null,
  "sap_userstatus": null,
  "zinventario_OFSC": "0",
  "zstring11_metro": null,
  "edit_from_play_api": "0",
  "caused_by_chg": null,
  "zGPV_Proceso": null,
  "zvip": null,
  "zTicketNetrix": null,
  "outage_start_time": null,
  "zRaz_camb_status_OFSC": null,
  "zdate11_metro": null,
  "zDate_cor": null,
  "zCR7_metro": null,
  "type": "I",
  "zvia": null,
  "affected_service": null,
  "resolution_method": null,
  "zDoccheckbox": "0",
  "external_system_ticket": null,
  "zCAOFSC_dtEndTime": null,
  "zRegionU": null,
  "zasitio": "0",
  "tenant": "040DDFD2635635127BC66569EF9",
  "zCR3_metro": null,
  "zSolProv": null,
  "remote_control_used": "0",
  "view_type": null,
  "target_hold_last": null,
  "zdate2_metro": null,
  "zSubtenantNX": null,
  "ztipotkt": null,
  "zSolPS": null,
  "zSolP": null,
  "zCAOFSC_dsEmailResource": null,
  "zFechaInICA": null,
  "zstring18_metro": null,
  "zCausaP": null,
  "zCompany": null,
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}

Release Notes

  • v3.0.0 - Updated architecture to support IO via filesystem

...