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.

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.

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 }

Release Notes

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