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TrueSight Orchestration Content 20.19.01 ... Application adapters CA Service Desk adapter CA Service Desk actor adapter requests and responses Change_Management operations

Create Change operation for the CA Service Desk adapter

The Create Change operation creates a new change record in the CA Service Desk application. 

The following table describes the <items> XML elements for the Create Change operation.

Note

Use the <items> element when you call an adapter from an out-of-the-box process in TrueSight Orchestration Development Studio. Use the adapter request XML when you create a custom process by using the Call Adapter activity in TrueSight Orchestration Development Studio.


Elements for the <items> XML element and adapter request for the Create Change operation

Element

Definition

Required

<operation-name>

Specifies the name of the operation: create-change

Yes

<arguments>

Specifies a list of arguments that are required for the create-change operation

Yes

<target>

Specifies the connection information for the target where the request will be executed

If this element is not specified, the adapter uses the configuration information specified in the Grid Manager.

You can specify the following XML elements within this element:  

  • <soap-url>
  • <host>
  • <user-name>
  • <password>
  • <port>
  • <protocol>
  • <install-certificate>
  • <allow-unsigned-certificate>
  • <passphrase>

Conditional; required if adapter configuration is left empty.

<soap-url>

Specifies the URL for the remote SOAP service
The <soap-url> element has the following formats:

For insecure communication: <soap-url>http:// <IPAddress or hostname> : portNumber </soap-url>
For secure communication: <soap-url>https:// <IPAddress or hostname> : portNumber </soap-url>

  • IPAddress is the IP address of the computer where the application server is installed.
  • hostName is the name of the computer where the application server is installed.
  • portNumber specifies the port on which the application server is running, even if it is the default (otherwise, the adapter fails to install the certificate and adapter requests fail).

    Default value (for secure communication): 443

    Sample URL: 
    https://machine_name.domain_name.com: 8443/axis/services/USD_R11_WebService?wsdl

Conditional; required if <host> is not specified. If both <soap-url> and <host> are specified, <soap-url> takes precedence.

<host>

Specifies the host name or IP address of the server where CA Service Desk is installed

Conditional; required if <soap-url> is not specified. If both <soap-url> and <host> are specified, <soap-url> takes precedence.

<user-name>

Specifies the user name for the CA Service Desk server authentication

No

<password>

Specifies the password that corresponds to the user name

The password element can contain an encryption-type attribute.

No 

encryption-type

Indicates whether the password specified is encrypted

Valid values: Base64, Plain (default)

No

<port>

Specifies the communication port for the CA Service Desk application

Valid values: Any positive integer 

Default values: 8080 for http, 8443 for https

No

<protocol>

Specifies the communication protocol for the CA Service Desk application

Valid values: http, https (default)

No

<install-certificate>

Specifies whether to install security certificates automatically

If you prefer to have security certificates installed automatically (a common practice), set the value of this element to true.

If you prefer to manually export the security certificate from the CA Service Desk server and manually import it into the TrueSight Orchestration's local peer's cacerts file (a rare practice), set the value of this element to false.

Valid values: true, false (default)

No

<allow-unsigned-certificate>

Specifies whether to allow unsigned certificates from trusted zones

If you are using self-signed SSL certificates (a common practice), set the value of this element to true.

On ecommerce sites or military installations, if you need to use signed certificates such as Verisign or Thawte (a rare practice), set the value of this element to false.

Valid values: true, false (default)

No

<passphrase>

Specifies the password to the keystore file (cacerts) local to the TrueSight Orchestration peer

Default value: changeit

Warning

  • The value of the <passphrase> element is the passphrase for the cacerts certificate stored on the TrueSight Orchestration local peer (CDP or AP) and not the CA Service Desk target host.

  • Changing the passphrase can be difficult and might destroy the integrity of the cacerts security file.

Verify the cacerts passphrase by using the following command in UNIX or Linux:

$ /opt/bmc/ao/cdp/jvm/bin/keytool -list -keystore
/opt/bmc/ao/cdp/jvm/lib/security/cacerts

No

<requestor>

Specifies the name of the requester associated with the change record 

Valid values: A valid name in the format - lastName,firstName,middleName

For example:

  • If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
  • If only last name exists, the value is - lastName.
  • If last name and middle name exist, the value is - lastName,,middleName.

Yes

<affected-end-user>

Specifies the name of the end user who is affected by the change 

Valid values: A valid name in the format - lastName,firstName,middleName

For example: 

  • If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
  • If only last name exists, the value is - lastName.
  • If last name and middle name exist, the value is - lastName,,middleName.

Yes

<assignee>

Specifies the name of the person to whom the change record is assigned

Note

If a group is also specified, the assignee should be a part of that group.

Valid values: A valid name in the format - lastName,firstName,middleName

For example:

  • If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
  • If only last name exists, the value is - lastName.
  • If last name and middle name exist, the value is - lastName,,middleName.

No

<business-case>

Specifies the business case associated with the change record

Valid values: Any string

No

<category>

Specifies the category associated with the change

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list. Adding new values is also supported.

No

<status>

Specifies the status of the change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list. Adding new values is also supported.

No

<priority>

Specifies the priority associated with the change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list.

No

<created-by>

Specifies the user who created this change record

Valid values: A valid name in the format - lastName,firstName,middleName

Default value: Default session user

For example:

  • If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
  • If only last name exists, the value is - lastName.
  • If last name and middle name exist, the value is - lastName,,middleName

No

<group>

Specifies the name of the group to which the change record is assigned

Valid values: A valid group name

No

<cab>

Specifies the Change Advisory Board associated with the change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

No

<impact>

Specifies the impact associated with this change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list.

No

<project>

Specifies the project associated with the change record

No

<closure-code>

Specifies the closure code for the change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list. Adding new values is also supported.

No

<summary>

Specifies a summary of information associated with the change record

Valid values: Any string

No

<description>

Specifies the description text associated with the change record

Valid values: Any string

No

<schedule-start-date>

Specifies the scheduled start date associated with the change record

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<schedule-duration>

Specifies the total time required for the change schedule

Valid values: Duration in the format hh:mm:ss. For example, 10:20:30.

No

<cab-approval>

Specifies whether the change has the Change Advisory Board's approval

Valid values: yes, no

No

<business-justification>

Specifies the business justification associated with the change record

Valid values: Any string

No

<estimated-completion-date>

Specifies the planned completion date for the change

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<actual-completion-date>

Specifies the actual completion date for the change

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<parent-change>

Specifies the parent change associated with the change record

Valid values: A valid change ID

No

<estimated-cost>

Specifies the estimated cost associated with this change record

Valid values: Any positive integer

No

<actual-cost>

Specifies the actual cost associated with this change record

Valid values: Any positive integer

No

<actual-implementation-start-date>

Specifies the actual implementation start date for this change record

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<actual-implementation-end-date>

Specifies the actual implementation end date for this change record

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<backout-plan>

Specifies the actions to be taken to restore the service if the associated change fails 

Valid values: Any string

No

<template-name>

Specifies the name of the template that will be used to create the change order

No

<need-by-date>

Specifies the date by when you expect the change to be delivered 

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<call-back-date>

Specifies the date on which a follow-up call for this change order should be made 

Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.

No

<root-cause>

Specifies the root cause associated with the change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list. Adding new values is also supported.

No

<organization>

The organization associated with this change record

Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.

Note

You can customize the existing default list. Adding new values is also supported.

No

<estimated-duration>

Specifies the estimated time for the change to complete 

Valid values: Duration in the format hh:mm:ss. For example, 10:20:30.

No

<actual-duration>

Specifies the actual time taken for the change to complete

Valid values: Duration in the format hh:mm:ss. For example, 10:20:30.

No

The following figure illustrates a sample adapter request for the Create Change operation:

Sample adapter request for the Create Change operation


<casd-request>
  <operation-name>create-change</operation-name>
  <arguments>
    <target>
      <soap-url>https://machine.domain.com:8443/axis/services/USD_R11_WebService?wsdl</soap-url>
      <host>172.11.11.111</host>
      <user-name>username</user-name>
      <password>password</password>
      <port>8443</port>
      <protocol>https</protocol>
      <use-ssl-certificate>true</use-ssl-certificate>
      <allow-unsigned-certificate>true</allow-unsigned-certificate>
      <install-certificate>true</install-certificate>
      <passphrase>changeit</passphrase>
    </target>
    <requestor>ServiceDesk,,</requestor>
    <affected-end-user>System_AM_User</affected-end-user>
    <assignee>ServiceDesk,,</assignee>
    <business-case>b2</business-case>
    <category>Add.Telco.Handset</category>
    <status>Open</status>
    <priority>3</priority>
    <created-by>ServiceDesk,,</created-by>
    <group>g1</group>
    <cab>Test Group</cab>
    <impact>1-entire organization</impact>
    <project>Test1</project>
    <closure-code>Successful</closure-code>
    <summary>Test summary</summary>
    <description>Test description</description>
    <schedule-start-date>11/03/2011 02:25 pm</schedule-start-date>
    <schedule-duration>10:30:00</schedule-duration>
    <cab-approval>true</cab-approval>
    <business-justification>bj</business-justification>
    <estimated-completion-date>11/05/2011 02:26 pm</estimated-completion-date>
    <actual-completion-date>11/08/2011 02:27 pm</actual-completion-date>
    <parent-change>96</parent-change>
    <estimated-cost>1000</estimated-cost>
    <actual-cost>2000</actual-cost>
    <actual-implementation-start-date>11/30/2011 02:31 PM</actual-implementation-start-date>
    <actual-implementation-end-date>11/30/2011 02:31 PM</actual-implementation-end-date>
    <backout-plan>bp</backout-plan>
    <template-name>Test</template-name>
    <need-by-date>11/08/2012 11:32 am</need-by-date>
    <call-back-date>11/12/2012 11:33 am</call-back-date>
    <root-cause>A</root-cause>
    <organization>org2</organization>
    <estimated-duration>02:30:50</estimated-duration>
    <actual-duration>10:40:00</actual-duration>
  </arguments>
</casd-request>

The following figure illustrates the adapter response for the sample request:

Sample adapter response for the Create Change operation


<casd-response>
  <metadata>
    <status>success</status>
    <response-count>1</response-count>
  </metadata>
  <responses>
    <response>
      <metadata>
        <status>success</status>
        <count>1</count>
      </metadata>
      <items>
        <item>
          <Handle>chg:400242</Handle>
          <description>Test description</description>
          <actions></actions>
          <is-active>YES</is-active>
          <actual-completion-date>11/08/2011 02:27 PM</actual-completion-date>
          <actual-implementation-start-date>11/30/2011 02:31 PM</actual-implementation-start-date>
          <actual-implementation-end-date>11/30/2011 02:31 PM</actual-implementation-end-date>
          <actual-cost>2000</actual-cost>
          <actual-duration>10:40:00</actual-duration>
          <affected-end-user>System_AM_User,,</affected-end-user>
          <assignee>ServiceDesk,,</assignee>
          <backout-plan>bp</backout-plan>
          <business-case>b2</business-case>
          <call-back-date>11/12/2012 11:33 AM</call-back-date>
          <call-back-flag>0</call-back-flag>
          <incident-area>Add.Telco.Handset</incident-area>
          <change-number>340</change-number>
          <close-date></close-date>
          <closure-code>Successful</closure-code>
          <implementation-plan>test</implementation-plan>
          <estimated-completion-date>11/05/2011 02:26 PM</estimated-completion-date>
          <estimated-cost>1000</estimated-cost>
          <estimated-duration>02:30:50</estimated-duration>
          <group>g1</group>
          <id>400242</id>
          <impact>1-Entire Organization</impact>
          <business-justification>bj</business-justification>
          <last-modified-by>ServiceDesk,,</last-modified-by>
          <created-by>ServiceDesk,,</created-by>
          <modified-date>11/28/2011 12:12 PM</modified-date>
          <need-by-date>11/08/2012 11:32 AM</need-by-date>
          <open-date>11/28/2011 12:12 PM</open-date>
          <organization>org2</organization>
          <parent-change>96</parent-change>
          <priority>3</priority>
          <predicted-sla-violation>0</predicted-sla-violation>
          <product></product>
          <project>Test1</project>
          <requestor>ServiceDesk,,</requestor>
          <resolve-date></resolve-date>
          <risk></risk>
          <root-cause>A</root-cause>
          <schedule-start-date>11/03/2011 02:25 PM</schedule-start-date>
          <schedule-end-date>11/04/2011 12:55 AM</schedule-end-date>
          <schedule-duration>10:30:00</schedule-duration>
          <service-date></service-date>
          <service-num></service-num>
          <sla-violation>0</sla-violation>
          <start-date></start-date>
          <status>Open</status>
          <summary>Test summary</summary>
          <template-name></template-name>
          <cab>Test Group</cab>
          <cab-approval>YES</cab-approval>
          <string1></string1>
          <string2></string2>
          <string3></string3>
          <string4></string4>
          <string5></string5>
          <string6></string6>
          <type-of-contact></type-of-contact>
        </item>
      </items>
    </response>
  </responses>
</casd-response>
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Last modified by Deepa Bhat on May 08, 2018
ca_service_desk change_management

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