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    CA Service Desk Manager

    Integration version: 20.0

    Configure CA Service Desk Manager integration in Google Security Operations

    For detailed instructions on how to configure an integration in Google SecOps, see Configure integrations .

    Integration parameters

    Use the following parameters to configure the integration:

    Parameter Display Name Type Default Value Is Mandatory Description
    Instance Name
    		 String N/A No Name of the Instance you intend to configure integration for.
    Description
    		 String N/A No Description of the Instance.
    Api Root
    		 String N/A Yes Address of the CA Service Desk Manager instance.
    Username
    		 String N/A Yes The email address of the user which should be used to connect to CA Service Desk Manager.
    Password
    		 Password N/A Yes The password of the according user.
    Ticket Fields
    		 String

    customer.combo_name,

    category.sym,status.sym,

    priority.sym,active,

    log_agent.combo_name,

    assignee.combo_name,

    group.combo_name,

    affected_service.name,

    severity.sym,urgency.sym,

    impact.sym,problem.ref_num,

    resolution_code.sym,

    call_back_date,

    change.chg_ref_num,

    caused_by_chg.chg_ref_num,

    external_system_ticket,

    resolution_method.sym,

    symptom_code.sym,

    requested_by.combo_name,

    persistent_id,

    summary,description,

    open_date,last_mod_dt,

    resolve_date,close_date,

    ref_num

    		 Yes Ticket fields of the CA Service Desk Manager integration.
    Run Remotely
    		 Checkbox Unchecked No Check the field in order to run the configured integration remotely. Once checked, the option appears to select the remote user (agent).

    Actions

    Add Comment

    Description

    Add comment to a CA Service Desk incident. Adding comments will add text in the tickets, and provide a way for you to include notes in the ticket.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Incident's ref num. Example: 338
    Comment
    		 String N/A Yes Comment to add to an incident.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    is_succeed
    		 True/False is_succeed:False

    Assign Incident to User

    Description

    Assign an incident to a specific user.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Incident number.
    Username
    		 String N/A Yes Username to assign the incident to.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ScriptResult
    		 N/A N/A

    Assign to Group

    Description

    Assign an incident to a particular group.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Incident number.
    Group
    		 String N/A Yes Group to assign the incident to.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ticket_id
    		 N/A N/A

    Change Ticket Status

    Description

    Change CA Desk Manager ticket status.

    How to change ticket status

    1. View the ticket.
    2. From the Ticket Detail window, select Activities, then Update Status(a Status Change Request window will open).
    3. Use the drop-down under New Statusto choose from the list of provided statuses. (If you want to save the comments entered in the field of description, you MUST switch from one state to another).
    4. Click the Savebutton to save your changes and return to the ticket. The activity is added to the ActivitiesTab.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Incident number.
    Status
    		 String N/A Yes Incident status to change. Example: Closed.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ScriptResult
    		 N/A N/A

    Close Ticket

    Description

    Close an incident in CA Service Desk manager. Once the issue has been resolved, update the status field to "Resolved". If there is no additional action on the ticket after two business days, the ticket will automatically change its status to closed. Once the ticket is in a closed state, a customer survey will be delivered (if applicable).

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Incident number.
    Close Reason
    		 String N/A Yes The description which can be used in the close activity log.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    is_succeed
    		 True/False is_succeed:False

    Create Ticket

    Description

    Create new ticket in CA Service Desk. Fetch data from CSV files located in a specific folder, and convert this data to alerts in the Google SecOps system.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Summary
    		 String N/A Yes Incident's summary text.
    Description
    		 String N/A Yes Incident's description text.
    Category Name
    		 String N/A Yes Incident's area name. Example: Software.
    Group Name
    		 String N/A Yes Group name. Example: Test.
    Username
    		 String N/A Yes User name.
    Custom Fields
    		 JSON N/A No

    Specify a JSON object containing all of the needed fields and values.

    The structure is the following:

    { "field":"value" }

    If the same field is provided in the "Custom Fields" parameter and other parameters, the "Custom Fields" parameter value has priority.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ticket_id
    		 N/A N/A

    Ping

    Description

    Verifies that the user has a connection to CA Service Desk Manager via the user's device.

    Parameters

    N/A

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    is_succeed
    		 True/False is_succeed:False

    Search Tickets

    Description

    Search tickets in CA Desk Manager by field.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Incident ID
    		 String N/A No Incident ID to filter by.
    Summary
    		 String N/A No Summary content to filter by.
    Description
    		 String N/A No Description content to filter by.
    Status
    		 String N/A No Filter by status. Example: Open.
    Days Backwards
    		 String N/A No Get results from 'x' days backwards. Example: 5.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    is_success
    		 True/False is_success:False
    JSON Result
      [ 
  
 { 
  
 "severity.sym" 
 : 
  
 "None" 
 , 
  
 "resolution_code.sym" 
 : 
  
 "None" 
 , 
  
 "group.combo_name" 
 : 
  
 "None" 
 , 
  
 "resolve_date" 
 : 
  
 "None" 
 , 
  
 "caused_by_chg.chg_ref_num" 
 : 
  
 "None" 
 , 
  
 "log_agent.combo_name" 
 : 
  
 "TEST" 
 , 
  
 "requested_by.combo_name" 
 : 
  
 "None" 
 , 
  
 "resolution_method.sym" 
 : 
  
 "None" 
 , 
  
 "problem.ref_num" 
 : 
 "None" 
 , 
  
 "change.chg_ref_num" 
 : 
  
 "None" 
 , 
  
 "affected_service.name" 
 : 
  
 "None" 
 , 
  
 "priority.sym" 
 : 
  
 "3" 
 , 
  
 "customer.combo_name" 
 : 
  
 "TEST" 
 , 
  
 "call_back_date" 
 : 
  
 "None" 
 , 
  
 "assignee.combo_name" 
 : 
  
 "AnalystUserOther" 
 , 
  
 "status" 
 : 
  
 "OP" 
 , 
  
 "urgency.sym" 
 : 
  
 "3-Quickly" 
 , 
  
 "impact.sym" 
 : 
  
 "3-Single Group" 
 , 
  
 "description" 
 : 
  
 "lalal" 
 , 
  
 "symptom_code.sym" 
 : 
  
 "None" 
 , 
  
 "external_system_ticket" 
 : 
  
 "None" 
 , 
  
 "last_mod_dt" 
 : 
  
 "1547368725" 
 , 
  
 "active" 
 : 
  
 "1" 
 , 
  
 "open_date" 
 : 
  
 "1517743983" 
 , 
  
 "category.sym" 
 : 
  
 "None" 
 , 
  
 "status.sym" 
 : 
  
 "Open" 
 , 
  
 "persistent_id" 
 : 
  
 "cr:400767" 
 , 
  
 "summary" 
 : 
  
 "lala" 
 , 
  
 "close_date" 
 : 
  
 "None" 
  
 } 
 ]

    Sync Ticket History

    Description

    Fetch and attach the entire ticket history to an alert.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Comment Type Field
    		 String N/A No Ticket type. Example: type.sym.
    Analyst Name Field
    		 String N/A No Analyst Name. Example: analyst.combo_name.
    TimeStamp Field
    		 String N/A No Time field. Example: time_stamap.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ScriptResult
    		 N/A N/A
    JSON Result
      [ 
  
 { 
  
 "time_stamp" 
 : 
  
 "1546944096" 
 , 
  
 "analyst.combo_name" 
 : 
  
 "Analyst" 
 , 
  
 "type.sym" 
 : 
  
 "Log Comment" 
 , 
  
 "description" 
 : 
  
 "Tests Comments." 
  
 } 
 ]

    Wait for Status Change

    Description

    The waiting period of the change of the ticket status.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    Ticket ID
    		 String N/A Yes Target ticket ID.
    Expected Ticket Status Name
    		 String N/A Yes Expected status.

    Run On

    This action runs on all entities.

    Action Results

    Script Result
    Script Result Name Value Options Example
    ScriptResult
    		 N/A N/A
    JSON Result
      { 
 "severity.sym" 
 : 
 "None" 
 , 
 "resolution_code.sym" 
 : 
 "None" 
 , 
 "urgency.sym" 
 : 
 "3-Quickly" 
 , 
 "resolve_date" 
 : 
 "None" 
 , 
 "caused_by_chg.chg_ref_num" 
 : 
 "None" 
 , 
 "log_agent.combo_name" 
 : 
 "Siemplify" 
 , 
 "requested_by.combo_name" 
 : 
 "None" 
 , 
 "resolution_method.sym" 
 : 
 "None" 
 , 
 "problem.ref_num" 
 : 
 "None" 
 , 
 "change.chg_ref_num" 
 : 
 "None" 
 , 
 "affected_service.name" 
 : 
 "None" 
 , 
 "priority.sym" 
 : 
 "3" 
 , 
 "customer.combo_name" 
 : 
 "Siemplify" 
 , 
 "call_back_date" 
 : 
 "None" 
 , 
 "assignee.combo_name" 
 : 
 "AnalystUserOther" 
 , 
 "status" 
 : 
 "OP" 
 , 
 "group.combo_name" 
 : 
 "None" 
 , 
 "impact.sym" 
 : 
 "3-Single Group" 
 , 
 "description" 
 : 
 "lalal" 
 , 
 "symptom_code.sym" 
 : 
 "None" 
 , 
 "external_system_ticket" 
 : 
 "None" 
 , 
 "last_mod_dt" 
 : 
 "1547368725" 
 , 
 "active" 
 : 
 "1" 
 , 
 "open_date" 
 : 
 "1517743983" 
 , 
 "category.sym" 
 : 
 "None" 
 , 
 "status.sym" 
 : 
 "Open" 
 , 
 "persistent_id" 
 : 
 "cr:400767" 
 , 
 "summary" 
 : 
 "lala" 
 , 
 "close_date" 
 : 
 "None" 
 }

    Connectors

    CA Service Desk Connector

    Description

    Fetch tickets from CA Desk Manager.

    Configure CA Service Desk Connector in Google SecOps

    For detailed instructions on how to configure a connector in Google SecOps, see Configuring the connector .

    Connector parameters

    Use the following parameters to configure the connector:

    Parameter Display Name Type Default Value Is Mandatory Description
    Environment
    		 DDL N/A Yes Select the required environment. For example, "Customer One".
    Run Every
    		 Integer 0:0:0:10 No Select the time to run the connection. For example, "every day".
    Product Field Name
    		 String device_product Yes The field name used to determine the device product. For example, device_product
    Event Field Name
    		 String description Yes The field name used to determine the event name (sub-type). For example, "name".
    Script Timeout (Seconds)
    		 Integer 60 Yes The timeout limit (in seconds) for the python process running current script.
    API Root
    		 String N/A Yes Example: http://x.x.x.x:8080
    Username
    		 String N/A Yes Username.
    Password
    		 Password N/A Yes Password.
    Ticket ID Field
    		 String ref_num Yes Incident id field key as it appear at the ticket JSON. Example: ref_num
    Start Time Field
    		 String open_date Yes Represent the key of the start time at the ticket. Example: open_date
    End Time Field
    		 String last_mod_dt Yes Represent the key of the end time at the ticket. Example: last_mod_dt
    Category Default Field
    		 String category Yes Represent the category key at the ticket. Example: category
    Category Fallback Field
    		 String category.sym Yes Example: category.sym
    User ID Field
    		 String customer.combo_name Yes Filter by user. Example: customer.combo_name
    Ticket Fields
    		 String customer.combo_name, category.sym, status.sym, priority.sym, active, log_agent.combo_name, assignee.combo_name, group.combo_name, affected_service.name, severity.sym, urgency.sym,impact.sym, problem.ref_num, resolution_code.sym, call_back_date, change.chg_ref_num, caused_by_chg.chg_ref_num, external_system_ticket, resolution_method.sym, symptom_code.sym, requested_by.combo_name, persistent_id, summary, description, open_date, last_mod_dt,resolve_date, close_date,ref_num Yes Comma-separated. Example: customer.combo_name, category.sym,status.sym, priority.sym,active, log_agent.combo_name, assignee.combo_name, group.combo_name, affected_service.name, severity.sym,urgency.sym, impact.sym,problem.ref_num, resolution_code.sym,call_back_date,change.chg_ref_num, caused_by_chg.chg_ref_num, external_system_ticket, resolution_method.sym, symptom_code.sym, requested_by.combo_name, persistent_id,summary, description,open_date, last_mod_dt,resolve_date, close_date,ref_num
    List of Users to Ignore
    		 String N/A No Comma-separated. Filter incidents by users to ignore.
    Categories List
    		 String N/A No Filter incidents by categories.
    Groups List
    		 String N/A No Filter incidents by groups.
    Proxy Server Address
    		 String N/A No The address of the proxy server to use.
    Proxy Username
    		 String N/A No The proxy username to authenticate with.
    Proxy Password
    		 Password N/A No The proxy password to authenticate with.

    Connector Rules

    Proxy Support

    The connector supports Proxy.

    Jobs

    CA Close Ticket in CA for Closed Case

    Description

    Sync closure of the tickets at the CA Desk Manager with Google SecOps cases closure.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    API Root
    		 String http://x.x.x.x: Yes N/A
    Username
    		 String N/A Yes N/A
    Password
    		 String N/A Yes N/A
    Group Filter
    		 String Test Yes N/A
    Group Field
    		 String group.combo_name Yes N/A
    Ticket Final Status
    		 String Closed Yes N/A
    Script Name
    		 String TEST CLOSE Yes N/A

    Sync Comments

    Description

    Sync comments from CA Desk Manager to Google SecOps.

    Parameters

    Parameter Display Name Type Default Value Is Mandatory Description
    API Root
    		 String http://x.x.x.x: Yes N/A
    Username
    		 String N/A Yes N/A
    Password
    		 String N/A Yes N/A
    Summary Field
    		 String summery.combo_name Yes N/A
    Ticket Fields
    		 String summery.combo_name, customer.combo_name, category.sym,status.sym, priority.sym,active, log_agent.combo_name, assignee.combo_name, group.combo_name, affected_service.name, severity.sym,urgency.sym, impact.sym,problem.ref_num, resolution_code.sym, call_back_date, change.chg_ref_num, caused_by_chg.chg_ref_num, external_system_ticket, resolution_method.sym, symptom_code.sym, requested_by.combo_name, persistent_id, summary, description, open_date, last_mod_dt, resolve_date, close_date, ref_num Yes N/A
    Script Name
    		 String Test Yes N/A
    Ticket Type Field
    		 Checkbox Checked No N/A
    Analyst Type Field
    		 Checkbox Checked No N/A
    Time Stamp Field
    		 Checkbox Checked No N/A
    Timezone String
    		 Checkbox Checked No N/A

    Need more help? Get answers from Community members and Google SecOps professionals.

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