The document discusses different types of reference and transactional support data that can be created and modified in Unicenter Service Desk. This includes reference data to accurately reflect business structures, configuration item records to store equipment information in the configuration management database, and various ticket record types used to classify, prioritize, and track the status of incidents, problems, requests, changes and issues. It also provides instructions on accessing the appropriate areas within the Unicenter Service Desk application to view and manage this configuration and ticket support data.
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Create/modify reference and configuration item data in CA Service Desk
1.
2. Create/Modify Reference Data
Create/Modify CI Support data
Create/Modify Transactional Record Support
data
Create/Modify Transactional Record
Operational data
Grant Access to work list using eTrust IAM
3. Reference Data is defined as the data records in
our business structure so that it accurately
reflects operational procedures used by Your
Business
Examples of Reference Data are Contact
Types ,TimeZones, Positions, Locations etc.,
4. Start Programs Computer Associates
Unicenter Service Desk Service Web Client
Input Credentials Administrations tab
Follow the above path to create/modify
Reference Data
5. An asset that falls under control of
Configuration management & resides in CMDB
is called as “ Configuration Item”
Configuration Item records support & enhance
info that can be kept for each Item stored in
CMDB
Configuration Items can be classified as
Families, Classes,Companies,Models,Service
Status & Configuration Items.
6. Specify Inventory Information
Enable logging & Viewing of comments
associated with configuration item
Identify Hierarchical Relationships between
Configuration Items
Enable viewing of tickets associated with
Configuration Items
7. Start Programs CA Unicenter Service
Desk Application data Configuration Items
The above path is to be followed to create
various configuration Items
8. Unicenter Service Desk uses different types of
tickets to support transactions with end users
Following Records are used in Tickets & Support
Transaction process:
Priority Codes
Impact Codes
Urgency Codes
Severity Codes
Product Codes
9. Reason Codes
Reporting method Codes
Role Codes
Root Cause
Timers
Announcements
Personalized Responses
Sequence Numbers
Note : Impact Extent of Disruption provided
to Business
Urgency : How quick the issue must be resolved
10. Data that tells how a Ticket is handled
For Incidents, Problems & Requests, These
Records can be coined as Status & Area Codes
For Change Orders & issues, These Records are
coined as Status & Category Codes
Status Codes :
These describe overall progress of Ticket
towards Resolution & Closure
11. Area Codes :
Classify Incidents,Problems & Requests
Enable gathering of Information required to
resolve ticket using Properties
Category Codes:
Classify issues & Change Orders
Enables Workflow to be associated with change
orders/Issues
12. eTrust IAM is central repository of user
information & Identities
It defines user’s authentication & access to
other applications
It has an LDAP Interface for use when it’s
configured to use CMDB