33SVD2079LG1

CA Service Desk Manager 17.
0:
Basic Administration 200
<Brand>™® <Product>®™
Clarifier (what comes after the colon)
Lab Guide
Lab Guide
33SVD20799 <course code>
33SVD2079LG1 <inventory code>

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CA Servvice Desk Manager 17.0: Bas ic Administratiion 200
Table of Contentss
Startup: Start the CA

A Service Management Virtual
V Machhines and thee Lab Applicaation ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 1
Lab 2‐1 Create
C a Tickket Using the
e Quick Profiile∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 5
Lab 2‐2 Create
C a New
w Incident frrom a Template ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 7
Lab 2‐3 Create
C a Tickket Template
e ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 9
Lab 2‐4 Search
S for Incident Ticke
ets ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 11
Lab 2‐5 Create
C a Perssonalized Re
esponse ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 14
Lab 2‐6 Create
C an An
nnouncemen
nt ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 16
Lab 3‐1 Modify
M the Scoreboard
S ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 19
Lab 3‐2 Modify
M the Scoreboard
S by
b Using a Time‐based S tored Queryy ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 21
Lab 4‐1 Create
C a Workshift ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 23
Lab 4‐2 Create
C a Site ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 24
Lab 4‐3 Create
C a Locaation ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 25
Lab 4‐4 Create
C an Orrganization ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 26
Lab 4‐5 Create
C a Dep
partment ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 28
Lab 4‐6 Update
U Reference Data on
o a Contactt ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 29
Lab 6‐1 Create
C a Con
ntact and a Group
G and Ad
dd a Contactt to a Group
p∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 31
Lab 7‐1 Create
C a Role
e and an Acccess Type ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 35
Lab 7‐2 Test
T the Acce
ess Type ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 40
Lab 8‐1 Create
C a Dataa Partition∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 43
Lab 8‐2 Create
C the Prre‐Update Constraint
C Te
est ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 47
Lab 8‐3 Create
C the Data Partition
n and Add th
he Two Consstraints to It ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 49
Lab 9‐1 Notify
N Analyssts Using the
e Default No
otification Ruules ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 53
Lab 9‐2 Add
A a Condittion to a Nottification Rule ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 56
Lab 9‐3 Create
C a Notification Rule ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 59
Lab 9‐4 Modify
M a Me
essage Temp
plate ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 62
Lab 9‐5 Notify
N the Su
upervisor of an Analyst Assignee
A ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 65
Lab 9‐6 Create
C a Con
nfiguration Ittem Notification ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 69
Lab 10‐1 Create and Execute a Remote Reference Macroo ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 73
Lab 10‐2 Create a Mu
ultiple Notification Macrro ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 78
TOC‐1
© 2017 CA. All rights reeserved.

CA Service Desk
D Manager 17.0: Basic Addministration 2200
LLab 10‐3 Cre

eate a Site‐de
efined Condition Macro ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 8
80
LLab 10‐4 Cre
eate a Timed Event ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 8
82
LLab 10‐5 Cre
eate an Attacched Event Macro
M ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 8
85
LLab 10‐6 Cre
eate an SLA Service
S Type
e ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 8
86
LLab 10‐7 Cre
eate a Service
e Target Tem
mplate ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 9
94
LLab 11‐1 Cre
eate a New Survey
S Temp
plate∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 9
97
LLab 11‐2 Con
nfigure the Close
C Activityy to Send the Standard C
Close Surveyy ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 9
99
LLab 11‐3 Con
nfigure a Surrvey ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 10
01
LLab 11‐4 Cre
eate a New Managed
M Surrvey ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 10
03
LLab 11‐5 Start the Managed Survey Period
P and Send
S Out thee Initial Notiification Message ∙∙∙∙∙ 10
05
LLab 13‐1 Con
nfigure Attrib
butes and Sttored Querie
es for Custom
m Work Streeams ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 10
07
LLab 13‐2 Seleect an Existin ng Node in the t Scoreboaard to Appeaar as a Workk Stream in tthe
xxFlow Interfaace ∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙∙ 11
10
LLab 13‐3 Set the Polling Interval for Work
W Stream
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© 2017 CA. All

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Virtual Machine and CA SDM Lab Application Access
Startup: Start the CA Service Management Virtual Machines and

the Lab Application
Goals Start the CA Service Management virtual machines (VMs) and the lab application.
Time 5 minutes
Instructions:
The following steps will show you how to start and suspend VMs and access the CA Service
Management lab application.
 View the "Access the CA Service Management Lab Application" section before starting the
first lab.
 View the "Suspend the VMs" section when you need to suspend your VMs after you have
finished working for the day.
 Your VM names will be prefixed with course code for your class.
For more details on using dynamic labs, see "Appendix: Dynamic Lab Environment Access and User
Guide" at the end of this guide.
Access the CA Service Management Lab Application
1. To access your CA Service Management lab application, open the email sent by CA Technologies
and click the Virtual Lab Session URL link.
Five VMs are available for this course.
2. To start all VMs, in the top-right corner, click the Run VM(s) button.
CA Technologies CA Service Desk Manager 17.0: Basic Administration 200 1
COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION—DUPLICATION IS PROHIBITED

3. Before you continue, wait until all VMs display a Running status.
4. Double-click the desktop of the USDSERVER VM.
5. On the desktop, double-click the desktop icon for the application you are using, such as CA
SDM, CA Service Catalog, or CA ITAM Asset Portfolio Management.
The first lab in the course will give you the login credentials.
6. When you need to minimize the VM toolbar, click the Collapse arrow.
7. When you need to return to the VM toolbar, click the expand arrow at the top of the screen.
Suspend the VMs
If you plan to be away for an extended period or if you have finished your labs for the day, you
should suspend your VMs to conserve your lab time.
1. Expand the VM toolbar, if necessary.

For help, see the note in the previous section.
2. Click the Environment VMs button and View all VMs (5).
2 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

3. To suspend all VMs and stop the timer, click the Suspend VM(s) button.
4. When all VMs display a Suspended status, close the Skytap page.


Module 2: Create Incident Tickets and Ticket Templates
Lab 2-1 Create a Ticket Using the Quick Profile
Goals Create a ticket using the Quick Profile.
Time 15 minutes
Instructions:
Note: A demonstration for each of the lab exercises in this course is available from the
C:\LEARNING MATERIALS folder of the training system. A link to this folder is located on the
desktop. If you have trouble following the lab steps, open the folder and click the
BasicAdmin_Lab_Files link to open the list of labs. Then follow the instructions and use the
previously mentioned lab reference to launch the demonstration.
1. Double-click the Service Desk Manager Web Client icon on the desktop.
2. On the Login page, complete the following information and click Log In.
User Name ServiceDesk
Password caeducation
3. To change the role to Level 1 Analyst, in the upper-right area, in the Role list, select Level 1
Analyst.
4. Click Set Role.
The web interface and available functionality for the logged-in user change to match the
current role.
5. Click the Quick Profile tab.
6. In the Quick Profile Contact Search area, in the Contact Type list, select Employee and click
Search.

7. In the Quick Profile Contact List, in the Name column, search for and click the King, Denzel link.
Note: Denzil King appears on page 2.
Contact information for this user appears.
8. In the Scratchpad section, in the text box, type the following:

Adobe Reader has stopped working
9. To create a new incident, in the Scratchpad section, to the right of the Template field, click
New.
The Create New Incident page appears.
10. To save the new incident, click Save.

Note: If a message appears indicating field completion in progress, wait for a response and then
click OK.
A message indicates that the new incident has been successfully saved.
11. To close the Incident Detail page, click (Close Window).
12. Click the Service Desk tab.
13. On the Scoreboard, expand Incidents\Assigned and click All.

Your new incident appears at the top of the Incident List.

Lab 2-2 Create a New Incident from a Template
Goals Create a new incident from a template.
Scenario As a service desk analyst, you will create a recurring incident using a Quick Profile
template.
Time 10 minutes
Instructions:
Note: As explained in the first lab, open the C:\LEARNING MATERIALS folder and click the
BasicAdmin_Lab_Files link to access demonstrations for the labs.
1. Click the Quick Profile tab.
2. Click Search  Select New Contact.
3. In the Quick Profile Contact Search pane:

a. In the Last Name field, type the following:
maya
b. Click Search.
4. In the Quick Profile Contact List pane, click Maya, Joshi.

Information about the selected user appears.
5. In the Scratchpad pane:

a. Click Clear Scratchpad.
b. In the Template field, type the following:
password
c. Press Tab.
The Quick Template field displays password reset.
Alternatively, you can use the Quick Template feature and select the password reset
template.
d. Click New.
The new incident window appears.
6. On the Create New Incident page, click Save.

The incident has been created from the password reset template.
7. In the Incident Detail window, click (Close Window).


9. On the Scoreboard, make sure that Incidents\Assigned is expanded and click All.

Lab 2-3 Create a Ticket Template
Goals Create a ticket template.
Scenario The service desk team has identified that printer failure is a recurring incident for
several users. You will create a template for the printer failure category with
predefined data to save time during ticket resolution.
Time 15 minutes
Instructions:
1. If it is not already displayed, click the Service Desk tab.
2. Click File  New Incident.
3. On the Create New Incident page:

a. In the Affected End User field, type the following text:
adams
b. The text you type displays a shortlist of users whose name includes adams.
Select Adams, Bruce.
Note: Alternatively, to enter the first list item and move to the next field, press Tab.
c. In the Incident Area field, type the following text and, in the shortlist, select Printer:
d. In the Description field, type the following:
printer failure
e. In the 1. Additional Information tab, click the 5. Template tab.
f. On the 5. Template tab:
i. In the Template Name field, type the following:
Printer Failure
ii. In the Quick Template Type list, select Review Before Save.
g. Click Save.
The Printer Failure incident ticket template is created.

Note: When the incident is saved, the Summary field will be pre-populated with the printer
failure.
4. In the Incident Template printer failure Detail window, click (Close Window).
You will now create a quick incident using the new incident ticket template.
5. On the Quick Profile tab, from the menu, click Search  Select New Contact.
6. In the Quick Profile Contact Search pane:

chopra
b. Click Search.
7. In the Quick Profile Contact List pane, click Chopra, Indira.
8. In the Scratchpad pane:

a. Click the Template link.
The Incident Template Search window appears.
b. In the Template column, click the Printer Failure link.
c. Click New.
9. On the Create New Incident page, click Save.

The incident has been created from the Printer Failure template.
12. On the Scoreboard, make sure that Incidents\Assigned is expanded and click All.

Lab 2-4 Search for Incident Tickets
Goals Search for incident tickets.
Time 20 minutes
Instructions:
2. Click Search  Incidents.
3. In the Incident Search pane:

a. In the End User Name field, type the following:
dhar%
b. In the shortlist of users, click Dhar, Ravi.
c. Click Search.
Incidents matching the search criteria appear in the Incident List pane.
4. In the Incident List pane, click 136.

The Incident Detail page for the selected incident appears. Notice that the affected end user is
Dhar, Ravi, which matches the criteria for the search you performed in the previous step.
6. In the Incident List pane:

a. Click Clear Filter.
b. Click Show Filter.

c. To the right of the Special Handling field, click the More link.
Additional search filter fields appear. The filter field you will use, Incident Summary, is still
not visible.
d. To the right of the Latest Outage End Date field, click the More link.
The Incident Summary field is now visible.
e. In the Incident Summary field, type the following:
%network%
f. Click Search.
Incidents matching the search criteria appear in the Incident List pane.
7. In the Incident List pane, click 142.

The Incident Detail page for the selected incident appears.
Under Summary Information, notice that the word "Network" appears in the Summary section,
which also matches the criteria for the search you performed in the previous step.

a. Click Show Filter.
b. Click Clear Filter.
All filter fields revert to the default filter settings and any existing filters are cleared.
c. Click Search.
A list of all incidents appears in the Incident List pane.
d. Click Show Filter.
e. To the right of the Special Handling field, click the More link.
f. Click the Earliest Open Date link.
g. In the Date Helper window:
i. In the Month list, select October.
ii. In the Year list, select 2013.
iii. In the calendar, click 1.
iv. Click OK.
h. Click Search.
Incidents with an earliest open date matching the criteria appear in the Incident List pane.
10. In the Scoreboard pane, make sure that Incidents\Assigned is expanded and click All.
All assigned incidents appear in the Incident List pane.

Notice that two filter fields are prepopulated for assigned incidents.

b. In the Priority list, select 2.

c. In the Active list, select Inactive.
d. In the End User Name field:
i. Type the following:
%serv%
ii. From the list, select ServiceDesk.
e. To the right of the Special Handling field, click the More link.
f. To the right of the Latest Outage End Date field, click the More link.
g. In the Incident Summary field, type the following:
%email%
h. Click Search.
Incidents matching the search criteria appear in the Incident List pane. In this example, only
one incident matches the search criteria.

Lab 2-5 Create a Personalized Response
Goals Create a personalized response.
Time 15 minutes
Instructions:
1. In the upper-right area, in the Role list, select Administrator.
2. Click Set Role.
3. Click the Administration tab.
4. In the left pane, expand Service Desk and click Personal Responses.
5. In the Personalized Response List pane, click Create New.
6. In the Create New Personalized Response window, create a new personalized response using
the following settings and click Save:
Name Standard Resolve Text
Response Dear @{customer.first_name},
We believe that we have now resolved the trouble that is referenced in ticket
@{ref_num}.
We will contact you shortly to verify your satisfaction with this resolution.
Thank you for using our Service Desk.
7. In the Personalized Response Detail window, click (Close Window).
You will now create a new incident and reply to the affected end user using the new personalized
response.

10. In the Create New Incident window:

a. In the Requester field, type the following and then click Adams, Bruce:
adams
b. Click Save.
11. In the Incident Detail window, click Activities  Update Status.
12. In the Status Change Incident window, use the following settings:
New Status Resolved
Personalized Response Standard Resolved Text
13. To populate the field with the personalized response, click the User Description field.
Notice that the User Description field populates with text from the personalized message.
14. Click Save.

Note: If the response does not display the text correctly, review the contents of the Response
field.

Lab 2-6 Create an Announcement
Goals Create an announcement.
Time 10 minutes
Instructions:
2. In the left pane, make sure that Service Desk is expanded and then click Announcements.
3. In the Announcement Search pane, click Create New.
4. In the Create New Announcement window:

a. In the Text field, type the following:
The printer, NYPrinter2, has an error. Please refer to this Knowledge Document:
b. In the Announcement Type list, select ADVISORY.
c. Click the Close Date/Time link.
d. In the Date Helper window, click 30 and then click OK.
e. Under the Insert Knowledge Document link, click the Knowledge doc link.
f. In the Knowledge Search window:
i. In the Keywords for Advanced Search field, type the following:
printer error
ii. Click Search.
iii. In the Knowledge Document List window, click Message: 51 Error - HP LaserJet
Printers.
The selected knowledge document appears in the Link Text field.

g. Click Insert Document.

h. Click Save.
The announcement has been created successfully.
i. In the Announcement Detail window, click (Close Window).
You will now view the newly created announcement on the Service Desk tab.
6. Click View  Announcements.

The new announcement now appears in the Announcements pane. Clicking the date and time
link opens the announcement and enables you to update it.


Module 3: Configure Scoreboards Using Stored Queries
Lab 3-1 Modify the Scoreboard
Goals Modify the scoreboard.

In this lab, you will modify the scoreboard by adding an additional node
Scenario
identifying all tickets assigned to you or to any groups to which you belong. To do
this, you will select a stored query, identify the location in the scoreboard where
the node is to be added, and then add the node.
Time 10 minutes
Instructions:
1. Log out and on the Login page of the Service Desk Manager Web Client, enter the following
credentials and click Log In.
User Name bruce.adams
Password (no password)
3. Click File  Customize Scoreboard.
4. In the Select Item pane, expand and click My Queue.
5. Under Add New Node:

a. Click the Node’s Stored Query link.
b. In the Stored Query Search window, select the following items and click Search:
i. Type: Request
ii. Description: %group%
c. In the Stored Query List window, click Requests for me or my Groups.
d. Click Add New Node.
6. Click Finished.

8. In the Create New Incident window, create a new incident using the following settings and click
Save:
Requester Ames, Colter
Incident Area Hardware
Description stored query test
10. In the Scoreboard pane:

a. Expand My Queue and click Requests for me or my Groups.
The new incident appears in the Incident List pane.
b. Click Update Counts.

Note: Notice that the count of Requests for me or my Groups has increased because an
incident was created.
11. In the Request List pane, right‐click any request and click Update Status.
12. In the Status Change Incident window:

a. In the New Status list, select Closed.
b. Click Save.
13. In the Scoreboard, click the Requests for me or my Groups node.

Note: Notice that the incident is no longer displayed.

Lab 3-2 Modify the Scoreboard by Using a Time-based Stored

Query
Goals Modify the scoreboard by using a time‐based stored query.

In this lab, you will use a time-based stored query that will provide a list of
Scenario
requests that are in or will violate an SLA today. This query will be used to create a
new node in the scoreboard.
Time 10 minutes
Instructions:
2. Click File  Customize Scoreboard.
3. In the Select Item pane, expand and click My Queue.
4. Under Add New Node:

a. Click the Node’s Stored Query link.
b. In the Stored Query Search window, select the following items and click Search:
i. Type: Request
ii. Description: %sla%
c. In the Stored Query List window, click:
Requests that will Violate an SLA today
d. Click Add New Node.
e. Click Finished.
5. In the Scoreboard pane, expand My Queue and click Requests that will Violate an SLA today.
The requests appear in the Request List pane.


Module 4: Configure Organizational Reference Data
Lab 4-1 Create a Workshift
Goals Create a workshift.
Scenario You have been requested to create a workshift named Night Shift, which also
marks October 18 and December 19 as holidays.
Time 5 minutes
Instructions:
1. Log in using the following credentials:

3. In the left pane, expand Service Desk, Application Data, and Codes and click Workshifts.
4. In the Workshift List pane, click Create New.
5. In the Create New Workshift window, use the following settings and click Save:
Workshift Night Shift
Description Workshift for night shift employees
Schedule Sun - Thu {18:00 - 24:00} Mon - Fri {00:00 - 06:00} 10/18/17 {} 12/19/17 {}
6. In the Night Shift Workshift Detail window, click (Close Window).
7. In the Workshift List pane, click Search.

The new workshift appears in the list.

Lab 4-2 Create a Site
Goals Create a site.
Scenario There are several new offices in the Phoenix area. You must create a new Phoenix
site for these offices. The site contact is the Phoenix office receptionist, Lynn
Parker.
Time 5 minutes
Instructions:
1. On the Administration tab, in the left pane, expand Service Desk, Application Data, and Codes
and click Sites.
2. In the Site List pane, click Create New.
3. In the Create New Site window, use the following settings and click Save:
Name Phoenix
Contact Name Parker, Lynn
Description Phoenix Offices
4. In the Phoenix Site Detail window, click (Close Window).
5. In the Site List pane, click Search.

The new site appears in the list.

Lab 4-3 Create a Location
Goals Create a location.
Scenario Now that the site has been created, you must create a new location for each
address. In this lab, you will create one location record.
Time 5 minutes
Instructions:
and click Locations.
2. In the Location List pane, click Create New.
3. In the Create New Location window, use the following settings and click Save:
Name Phoenix Office
Site Phoenix
Description Phoenix main office
Address 123 Main Street
City Phoenix
State/Province AZ
ZIP/Postal Code 85045
Country United States
4. In the Phoenix Office Location Detail window, click (Close Window).
5. In the Location List pane, click Search.

The new location appears in the list. To view it, you might need to navigate to page 2.

Lab 4-4 Create an Organization
Goals Create an organization.
Scenario To complete the creation of the Phoenix office, you must now create a new
Phoenix office administration organization for all Phoenix office administration
staff. This will enable you to establish the shared CI environment of the Phoenix
office administration staff. You also need to create the PhOA1 cost center to use
the billing code for this organization.
Time 5 minutes
Instructions:
and click Organizations.
2. In the Organization List pane, click Create New.
3. In the Create New Organization window:

a. Use the following settings:
Name Phoenix Office Administration
Organization Code POA001
Primary Phone Number 555-1234
Fax Number 555-4321
Contact Name Parker, Lynn
Service Type Priority 4 Resolution
Location Phoenix Office
b. In the Billing Code field, type the following and press Tab:
poa
The Cost Center Search window appears because no cost centers are found.
c. To create the billing code, click Create New.

d. In the Create New Cost Center window:

i. In the Name field, type the following:
POA001
ii. Click Save.
The cost center has been created.
e. Click Save.
The organization has been successfully created.
4. In the Phoenix Office Administration Organization Detail window, click (Close Window).
5. In the Organization List pane, click Search.

The new organization appears in the list.

Lab 4-5 Create a Department
Goals Create a department.
Scenario You must create a new Front Desk department to define a more precise location
for receptionists. After departments are defined, it will make it easier to locate
employees by assigning each employee to one of the departments.
Time 5 minutes
Instructions:
and click Departments.
2. In the Department List pane, click Create New.
3. In the Create New Department window, use the following settings and click Save:
Name Front Desk
Description Front desk staff from office administration
4. In the Front Desk Department Detail window, click (Close Window).
5. In the Department List pane, click Search.

The new department appears in the list.

Lab 4-6 Update Reference Data on a Contact
Goals Update an existing contact record with new site, location, and organization
information.
Time 10 minutes
Instructions:
Now that you have created a new department for receptionists, the Phoenix office receptionist,
Lynn Parker, needs to have her contact record updated to reflect her proper location, organization,
department, and cost center.
1. On the Administration tab, in the left pane, expand Security and Role Management and click
Contacts.
2. In the Contact Search pane:

parker
b. Click Search.
c. Right-click Parker, Lynn and click Edit.
d. In the Parker, Lynn Analyst Detail window, on the 1. Contact Details tab, click the 2.
Address subtab.
e. In the Parker, Lynn Update Analyst window, in the Location field:
i. Remove the current text.
ii. Type the following text and select Phoenix Office:
pho
f. Phoenix Office will appear in the field.
g. Click the 3. Organizational Info subtab.

h. Use the following settings and click Save:

Functional Organization Phoenix Office Administration
Department Front Desk
Administrative Organization Phoenix Office Administration
Cost Center POA001
3. In the Parker, Lynn Analyst Detail window, click (Close Window).

Module 6: Configure Contacts and Groups
Lab 6-1 Create a Contact and a Group and Add a Contact to a

Group
Goals Create a contact and a group and add a contact to a group.
Time 20 minutes
Instructions:
Create a Contact
1. If necessary, in the left pane, expand Security and Role Management and click Contacts.
2. In the Contact Search pane, click Create New.
3. In the Create New Contact window:

a. Use the following settings:
Last Name Hirshel
First Name Maya
User ID maya.hirshel
Contact Type Employee
Time Zone America - Central
Job Title CEO
Access Type Employee
b. On the 1. Contact Details tab, click the 1. Notification subtab.

c. Use the following settings:

Telephone Number 218-555-1234
Fax Number 218-555-4321
Email Address maya.hirshel@voonair.com
Notification Method
Low Email
Normal Email
High Email
Emergency Email
d. Click the 3. Organizational Info subtab.
e. In the Functional Organization field, type the following:
Operation Centers of America
f. Click the 2. Remarks and Special Handling tab.
g. On the 1. Remarks subtab, in the Contact Notes field, type the following:
Administrative assistant is Jan Knutson
h. Click the 2. Special Handling subtab.
i. Click Update Contact's Special Handling.
j. In the Special Handling Search window, click Search.
k. In the Special Handlings - Update window:
i. In the left list, select VIP.
ii. To move the selected special handling to the right list, click the Add to selection
icon.
iii. Click OK.
l. Click Save.
In the Hirshel, Maya Employee Detail window, notice that the contact record updates have
been accepted.
4. Click (Close Window).
Create a Group
5. In the left pane, under Security and Role Management, click Groups.
6. In the Group Search pane, click Create New.


7. In the Create New Group window:

a. In the Group Name field, type the following:
Unix Server Admin
b. Click the 1. Contact Details tab.
c. On the 1. Notification subtab, use the following settings:
Method
Low Notification
Normal Notification
High Notification
Emergency Notification
d. Click Save.
The group has been successfully created.
Add a Contact to a Group
8. In the Unix Server Admin Group Detail window:

a. Click the 4. Members, Service Contracts, Auto Assignment tab.
b. On the 1. Members subtab, click Update Members.
c. In the Contact Search window:
i. In the Last Name field, type the following:
a%
ii. Click Search.

9. In the Unix Server Admin Members - Update window:

a. In the Members list, select Adams, Bruce.
b. To move the selected contact to the Unix Server Admin Members list, click the Add to
selection icon.
c. Repeat steps 9a and 9b to add Ames, Colter.
d. Click OK.
Notice that Bruce and Colter appear in the Member List of the 1. Members subtab.
10. In the Unix Server Admin Group Detail window, click (Close Window).
11. In the Group Search pane:

unix%
b. Click Search.
The group you created appears in the Group List pane. Clicking the group link opens the
Unix Server Admin Group Detail window.

Module 7: Create Roles and Access Types
Lab 7-1 Create a Role and an Access Type
Goals Create a role and an access type.
Scenario A repair technician’s default document must be incidents. Repair technicians must
be able to:
 View internal logs
 Use the ITIL form group
 Make new contacts for customers and employees, though not for analysts
or administrators
 Create new problems and change orders and work on all ticket types
except issues
 Add and modify CIs, but only use codes such as Priorities
 Work with Support Automation
 Dismiss notifications after they have read them
 See administrative data such as events, but have no access to security data
 Use the Analyst Web user interface, but only with Analyst Views, which
have no Administration tab
For testing, a password will not be required to log in to the Service Desk Manager
web client. In knowledge management, the access type must only be able to view
knowledge categories, but must be able to work with knowledge documents. They
are not able to ignore any approval processes.
Time 25 minutes
Instructions:
1. In the left pane, expand Security and Role Management and Role Management, and click Role
List.
2. In the Role List pane, click Level 2 Analyst.
3. In the Level 2 Analyst Role Detail window, click File  Copy.

You will use the copied role to create a new role.
4. In the Create New Role window, create a new role using the following settings and click Save:
Role Name Repair Techs
Code RPTCH
Description Used by Repair Technicians
5. Click Edit.
6. In the Repair Techs Update Role window, on the 1. Authorization subtab:

a. In the Grant Level list, select Cust/Emp.
b. In the Data Partition Name field, remove the current text.
c. Clear Override Contact Data Partition?.
7. Click Save.
8. On the 1. Additional Information tab, click the 2. Function Access subtab.
9. On the 2. Function Access subtab:

a. Click View All ($).
b. Click Edit in List.
c. Click the following functions and then select the level of access using the Access Level list:
Announcement View
Configuration Item View
Contact View
Group View
Location View
Organization View
Timezone View
Reference View
d. Click Save(Y).
10. Click the 3. Resources tab.
11. On the 1. Tabs subtab, click Update Tabs.
12. In the Tab Search window, click Search.

13. In the Tabs Assigned - Update window:

a. In the Tabs Available list (page 2), select Support Automation Tab.
b. To move the tab to the Tabs Assigned list, click the Add to selection icon.
c. Click OK.
The newly added tab appears in the Tab List.
14. Click the 3. Go Resources subtab.
15. On the 3. Go Resources subtab, click Update Go Resources.
16. In the Web Form Search window, click Search.
17. In the Go Resources Assigned - Update window:

a. In the Go Resources Assigned list, select the following:
o User by ID
o User by Name
o User by Phone
Note: Press and hold Ctrl to select multiple go resources.
b. To move the go resources to the Go Resources Available list, click the Remove from
selection icon.
c. Click OK.
The three go resources no longer appear in the Go Resources Assigned list.
18. In the Repair Techs Role Detail window, click (Close Window).
19. In the Level 2 Analyst window, click (Close Window).
20. In the left pane, under Security and Role Management, click Access Types.
21. In the Access Type List pane, click Create New.

22. In the Create New Access Type window,

a. Complete the following fields:
Symbol Repair Technicians
Description Access type for Repair technicians
b. Select Receive Internal Notification.
c. Set Access level to Analysts.
d. Select Licensed?.
e. On the 1. Web Authentication tab, in the Validation Type list, select Open-always allow
access.
f. Click the 3. Roles tab.
g. In the Reporting Role field, type the following:
rep
h. On the 3. Roles tab, use the following settings:
Reporting Role Repair Techs
SOAP Web Service API Role Repair Techs
Command Line Utility Role Repair Techs
i. On the 3. Roles tab, click Update Roles.
j. In the Role Search window, click Search.
23. In the Roles Assigned - Update window:

a. In the Roles Available list, select the following:
o Repair Techs
o Level 1 Analyst
o Level 2 Analyst
b. To move the roles to the Roles Assigned list, click the Add to selection icon.
c. Click OK.
24. Click Save.

The selected roles appear in the Attached Role List.
25. To set Repair Techs as the default role, select Repair Techs and click Set Default Role.
26. In the Repair Technicians Access Type Detail window, click (Close Window).
You will now update a contact with the newly created role.

27. In the left pane, under Security and Role Management, click Contacts.

g%
b. Click Search.
c. In the Contact List pane, click Gillian, Erin.
29. In the Gillian, Erin Analyst Detail window, click Edit.
30. In the Gillian, Erin Update Analyst window:

a. In the Access Type list, select Repair Technicians.
b. Click Save.
31. In the Gillian, Erin Analyst Detail window, click (Close Window).
32. Click Search.

Notice that the Access Type is changed to Repair Technicians.

Lab 7-2 Test the Access Type
Goals Test the access type.
Scenario In this lab, you will log in as Erin Gillian (login: erin.gillian )to test the access type
and roles.
 Can Erin create new incidents, problems, or change orders?
 Can Erin edit an existing contact?
 Can Erin create a new issue?
 Can Erin create a new CI?
 Can Erin customize her scoreboard?
 Can Erin see an Administration tab in her client?
Time 20 minutes
Instructions:
As you explore the different functionality for the following three roles, complete the following
table. Determine if Erin Gillian can perform the function when using the role and then write Yes or
No in the appropriate field in the table.
Functionality Repair Techs Level 1 Analyst Level 2 Analyst
Create a new incident
Create a new problem
Create a new change order
Edit an existing contact
Create an issue
Create a new CI
Customize the scoreboard
1. In the Contact List pane, click Gillian, Erin.

Notice that the user ID is erin.gillian. You will use this user ID to log in to CA SDM.
2. In the Gillian, Erin Analyst Detail window, click (Close Window).

3. Log out of CA SDM. To log back in as Erin Gillian:

a. In the User Name field, type the following:
erin.gillian
b. Click Log In.
Note: There is no password to log in to CA SDM for this user because you selected Open-always
allow access for the Repair Technicians access type you created in the previous lab.
4. If necessary, select the Repair Techs role and click Set Role. Test the functionality for the role
by verifying that the functionality is available on the menus.
5. Select the Level 1 Analyst role and click Set Role. Test the functionality for the role by verifying
that the functionality is available on the menus.
6. Select the Level 2 Analyst role and click Set Role. Test the functionality for the role by verifying
that the functionality is available on the menus.


Module 8: Create Data Partitions
Lab 8-1 Create a Data Partition
Goals Create a data partition.
Scenario As a CA Service Desk administrator, you want to help ensure that technicians
exclusive to the Seattle Support group can see any incidents, problems, or
requests assigned to the group, but can only work on those that are also assigned
to them. Therefore, two data partition constraints records are required. You will
begin by constructing the constraint limiting what the technicians can see by
creating a View constraint. For the purposes of this lab, we will assume that
tickets are never assigned to technicians in the Seattle Support group without also
being assigned to the group.
Time 10 minutes
Instructions:
Find the Name of the cr Object Attribute for the Group Window Label.
1. Log in to CA SDM using the following credentials:

4. Press and hold Ctrl, right‐click the white space in the Create New Incident window, and click
View source.
5. To search for propFactory, in the editor, click Edit  Find.
6. In the Find dialog, type the following, and then click Next:
propFactory
Note: The value of this object is identified as “cr”. This is the object name of the Call Request
table that contains incidents, problems, and requests.

7. In the Find dialog, type the following and then click Next:
Group”,”
Note: You append “,” after Group. This combination appears twice together in the source file.
The word following the first instance shows the attribute of the cr object as group.
8. Close the Find dialog and the editor.
9. In the Create New Incident window, click (Close Window).
Draw a Diagram to Act as a Map of the Information Discovered to Aid in the Construction of
the Constraint Test
Although you can see the name of the group in the Group field, that value might not be stored
there. To determine this, query the Object Manager whether the words "Seattle Support" are
directly stored there or whether what is stored there is a reference to another record in the
database that has the value "Seattle Support" in it. You can do this by using the bop_sinfo utility to
investigate the group attribute of the cr object.
10. Open a Command Prompt window.
11. At the command prompt, enter the following:

bop_sinfo ‐d cr | sort
12. Scroll up to find the following entry:

group SREL ‐> grp.id SERVICE_PROVIDER_ELIGIBLE
The word SREL indicates that the words "Seattle Support" will not be stored in the Group field;
instead, a reference to one of the grp objects is stored there. Now, update the map as follows:
The reference data is unknown presently so you need to test for the words "Seattle Support."
To do this, you need to know which attribute of a grp object might have the value of "Seattle
Support."

Group records can be seen in the client so you open the Seattle Support Group Detail window
and identify the window label for the field that denotes the name of the group—in other
words, Group Name. You need to find the name of the grp object attribute for the Group Name
window label.
13. Minimize the Command Prompt window.
14. In CA SDM, on the Service Desk tab, click Search Groups.
15. In the Group Search pane:

sea%
b. Click Search.
16. In the Group List pane, click Seattle Support.
17. Press and hold Ctrl, right‐click the white space in the Seattle Support Group Detail window, and
click View source.
18. In the editor, to search for the Group Name field label, click Edit  Find.
Group Name”,”
Note: This combination appears only once in the source file. The next word shows the attribute
of the grp object as last_name.
21. In the Seattle Support Group Detail window, click (Close Window).
Note: To find out if the words "Seattle Support" are stored directly in the last_name attribute of
the grp object, you can use the bop_sinfo utility.

bop_sinfo ‐d grp | sort

23. Scroll up to find the following entry:

last_name STRING(100) REQUIRED
Because the last_name attribute has a data type of STRING instead of some kind of REL, it
means that the group name is directly stored there. When the attribute that directly stores the
data to be tested is reached, the map is complete and the constraint test can be built. You
update the map as follows:
You can now build the constraint test: group.last_name = 'Seattle Support'
Note: Object names are never mentioned; a period expresses the SREL reference. String values
are enclosed in single quotes.
24. Minimize the Command Prompt window.

Lab 8-2 Create the Pre-Update Constraint Test
Goals Create the pre-update constraint test.
Time 10 minutes
Instructions:
1. In CA SDM, on the Service Desk tab, click File  New Incident.
2. Press and hold Ctrl, right‐click the white space in the Create New Incident window, and click
View source.
3. To search for the Assignee field label, in the editor, click Edit  Find.
Assignee”,”
Note: This combination appears twice together in the source file. The word following the first
instance shows the attribute of the cr object as assignee.
6. In the Create New Incident window, click (Close Window).
7. Draw the following map:
8. In the Command Prompt window, enter the following:

bop_sinfo ‐d cr | sort
9. Scroll up and locate the following entry:

assignee SREL ‐> agt.id SERVICE_PROVIDER_ELIGIBLE

10. Update the map as follows:
This time, if you want to test for a particular assignee, you would need to include every assignee in
the Seattle Support group, which would be inefficient and tedious. You can use the special term
@root, which refers to the logged in user who is subject to this data partition. This will make the
constraint test flexible, so it works for whoever it is applied to.
According to the Object Manager, @root is always a cnt or agt object because data partitions are
always applied to cnt or agt objects. These two objects represent people.
An agt object is actually a child object or a subset of cnt objects. The agt objects are created from
cnt objects with a contact type of Analyst with the express purpose of choosing only analysts as the
assignee on a ticket. However, you still need to test a value of an attribute. The attribute used with
@root is always the relative attribute, Rel Attr, of a cnt or agt object. You need to find which
attribute this is by using the bop_sinfo utility.

bop_sinfo ‐f agt
12. View the results to locate Rel Attr = id.
The Rel Attr value is always directly stored in the attribute of a referencing object—in this case,
cr object, assignee attribute. Therefore, when using @root, you do not need to follow the SREL.
Hence, the map reverts to the first stage as follows:
The map is complete because you are now testing, with @root, the value directly stored in the
assignee attribute of the cr object. The constraint test can now be built:
assignee = @root.id
13. Close the Command Prompt window.

Lab 8-3 Create the Data Partition and Add the Two Constraints
to It
Goals Create the data partition and add the two constraints to it.
Time 15 minutes
Instructions:
Create the Data Partition Named Repair Techs and Add the Two Constraints to It
1. On the Administration tab, in the left pane, expand Security and Role Management and Data
Partitions, and click Data Partition List.
2. In the Data Partition List pane, click Service Desk Analyst.
3. In the Data Partition Detail window, click File  Copy.
4. In the Create New Data Partition window, create a new data partition using the following
settings and click Save:
Data Partition Repair Techs
Description Default Partition for Repair Technicians
5. In the Data Partition Detail window, on the 1. Constraints tab, click New Constraint.
6. In the Create New Data Partition Constraint window, create a new constraint using the
following settings and click Save:
Table Name Call_Req
Constraint Type View
Constraint group.last_name IN 'Seattle Support'

7. Repeat steps 5 and 6 to add the following new constraint:

Table Name Call_Req
Constraint Type Pre-Update
Error Message You cannot make changes to this record because you are not the Assignee!
Constraint assignee = @root.id
8. In the Data Partition Detail window, click (Close Window) twice.
Assign the Data Partition to the Repair Techs Role and Log In as Erin Gillian to Verify
Functionality
9. In the left pane, under Security and Role Management, expand Role Management and click
Role List.
10. In the Role List pane, click Repair Techs.
11. In the Repair Techs Role Detail window, click Edit.
12. In the Repair Techs Update Role window:

a. On the 1. Additional Information tab, click the 1. Authorization subtab.
b. In the Data Partition Name field, type the following:
Repair Techs
c. Click Save.
13. In the Repair Techs Role Detail window, click (Close Window).
Consider the following:

 Can Erin see any incidents or problems that are not assigned to the Seattle Support group?
(No. You will use the client logged in as ServiceDesk to make a new incident assigned to the
Seattle Support group.)
 Can Erin make changes to any incidents or problems that are not assigned to her? (No)
14. Open a second CA SDM window and log in as Erin Gillian.
Note: The User Name for this user is erin.gillian. There is no password.
15. If necessary, select the Repair Techs role and click Set Role.
16. On the Service Desk tab, in the left pane, review the contents of the following Scoreboard
nodes:
 Incidents > Assigned
 Incidents > Unassigned
 Problems > Assigned
 Problems > Unassigned
 My Queue

17. Return to the CA SDM window where you are logged in as ServiceDesk.
18. On the Service Desk tab, click File  New Incident.
19. Clear the ServiceDesk user from the Assignee field.
Save:
Affected End User Adams, Bruce
Group Seattle Support
Description Data partition test
22. Return to the CA SDM window where you are logged in as Erin Gillian.
23. On the Service Desk tab, click Update Counts.
24. To verify that Data partition test appears, in the left pane, expand Incidents and Assigned and
click All.
25. In the Incident List pane, click the incident number.
26. In the Incident Detail window, click Edit.

The following message appears:
27. Click (Close Window) and return to the CA SDM window where you are logged in as
administrator.
28. In the left pane, expand Incidents and Assigned and click All.
29. In the Incident List pane, click the incident number corresponding to Data partition test.

31. In the Update Incident window:

a. In the Assignee field, type the following:
Gillian, Erin
b. Click Save.
33. Return to the CA SDM window where you are logged in as Erin Gillian.
34. In the Incident List pane, click the incident number.

a. In the Description field, type the following after the existing content:
change
b. Click Save.
38. Log out and close the CA SDM window where you were logged in as Erin Gillian.

Module 9: Configure CA SDM Notifications
Lab 9-1 Notify Analysts Using the Default Notification Rules
Goals Notify analysts using the default notification rules.
Scenario Using the provided default notification rules is the easiest way to provide
notification to your analysts when activities related to a ticket occur. You need to
notify the assignee whenever the status changes in a request, incident, or
problem.
Time 15 minutes
Instructions:
1. In the remaining CA SDM window where you are logged in as ServiceDesk, click the
Administration tab.
2. In the left pane, expand Notifications and click Activity Notifications.
3. In the Activity Notification List pane:

a. Click View All.
b. Scroll to the bottom of the list and click Update Status.
4. In the Update Status Activity Notification Detail window, verify that

Request/Incidents/Problems is selected in the Object Type list.
5. On the 1.Notification Rules tab, click the Default Update Status Notification Rule for
request/incident/problem link.
6. In the Default Update Status Notification Rule for request/incident/problem Notification Rule
Detail window, on the 1. Object Contacts tab, click Update Object Contacts.
7. In the Object Contact Notification Search window, click Search.

8. In the Notification Recipients - Update window:

a. In the Object Contacts list, select Assignee.
b. To move the selected object contact to the Notification Recipients list, click the Add to
selection icon.
c. Click OK.
The selected object contact appears in the Object Contact Notification List.
9. Under Message Template, click the Default Update Status message template for
request/incident/problem link.
10. In the Detail Default Update Status message template for request/incident/problem Message
Template window, click Edit.
11. In the Update Default Update Status message template for request/incident/problem Message
Template window, select Auto Notification and click Save.
12. Close the following windows:

 Detail Default Update Status message template for request/incident/problem Message
Template
 Default Update Status Notification Rule for request/incident/problem Notification Rule
Detail
 Update Status Activity Notification Detail
15. In the Create a New Incident window, create a new incident using the following settings and
click Save:
Requester Gillian, Erin
Assignee Adams, Bruce
Description Test Notification
Take note of the Incident number; you will use it again.


a. To the left of the Status list, click the Set the Status to the default next value of
Acknowledged icon.
b. Click Save.
18. In the Incident Detail window, click View  Notification History.
19. In the Notification History window, click the top message, which has a title of Incident # Update
Status.
As you can see, the update status has triggered a notification.
20. Close the Notification Detail, Notification History, and Incident Detail windows.

Lab 9-2 Add a Condition to a Notification Rule
Goals Add a condition to a notification rule.
Scenario Notification rules can be made more flexible by adding a condition. The default
notification rules cannot have a condition added to them, but you can copy a
default rule, apply a new name, and add a condition.
Time 20 minutes
Instructions:
1. Click the Administration tab, and in the left pane, under Notifications, click Notification Rules.
2. In the Notification Rules List pane:

b. In the Symbol field, type the following:
%update status%
c. Click Search.
d. Click Default Update Status Notification Rule for request/incident/problem.
3. In the Default Update Status Notification Rule for request/incident/problem Notification Rule
Detail window, click File  Copy.
4. In the Create New Notification Rule window, create a new notification rule using the following
settings and click Save & Continue:
Symbol In Progress Notification Rule
Description Notification when status in progress
5. In the In Progress Notification Rule Update Notification Rule window:

a. In the Condition field, type the following:
Req. Status = In Progress
b. Click Save.
6. In the In Progress Notification Rule Notification Rule Detail window, click (Close Window).
7. In the Default Update Status Notification Rule window, click (Close Window).

8. On the Administration tab, in the left pane, under Notifications, click Activity Notifications.

a. Click View All.
b. Scroll to the bottom of the list and click Update Status.
10. In the Update Status Activity Notification Detail window:

a. Verify that Request/Incidents/Problems is selected in the Object Type list.
b. On the 1. Notification Rules tab, click Update Notification Rules.
11. In the Notification Rules Search window, click Search.
12. In the Notification Rules - Update window:

a. Advance to the second page.
b. In the Notification Rules Available list, select In Progress Notification Rule.
c. To move the selected notification rule to the Notification Rules Selected list, click the Add to
selection icon.
For the purposes of testing, you will remove the existing notification rule.
d. In the Notification Rules Selected list, select Default Update Status Notification Rule for
request/incident/problem.
e. To remove the selected notification rule from the Notification Rules Selected list, click the
Remove from selection icon.
f. Click OK.
13. In the Update Status Activity Notification Detail window, click (Close Window).
15. In the Scoreboard pane, expand Incidents and Assigned and click All.
16. In the Incident List pane, click the incident number link of the incident you created in the
previous lab.

a. To the left of the Status list, click the Set the Status to the default next value of In Progress
icon.
b. Click Save.
The Status is changed to In Progress.


A second Incident Number Update Status notification appears in the Notification History
window.
20. Close all windows and return to the Service Desk tab of CA SDM.

Lab 9-3 Create a Notification Rule
Goals Create a notification rule.
Scenario Create a notification rule with a condition to check for a Priority 1 incident and
associating it to the Escalate activity notification.
Time 15 minutes
Instructions:
1. On the Administration tab, in the left pane, expand Notifications and click Notification Rules
2. In the Notification Rules List window, click Create New.
3. In the Create New Notification Rule window, create a new notification rule using the following
settings and click Save & Continue:
Symbol P1-NotificationRule-Incident
Description P1 Notification Rule for Incident
Object Type Request/Incident/Problem
4. In the P1-NotificationRule-Incident Update Notification Rule window:

a. In the Condition field, type the following:
P1 Incident
b. In the Message Template field, type default escalate and select the following:
Default Escalate message template for request/incident/problem
c. On the 1. Object Contacts tab, click Update Object Contacts.
d. In the Object Contact Notification Search window, click Search.
e. In the Notification Recipients - Update window:
i. Remove any existing recipients in the right hand panel.
ii. In the Object Contacts list, select Assignee and Group.

iii. To move the object contact to the Notification Recipients list, click the Add to
selection icon.
iv. Click OK.
f. Click Save.
5. In the P1-NotificationRule-Incident Notification Rule Detail window, click (Close Window).
6. In the left pane, select Activity Notifications.

a. Click View All.
b. Scroll down and click Escalate.
8. Under the Requests/Incidents/Problems tab, click Update Notification Rules.
9. In the Notification Rules Search window:

a. In the Symbol field, type the following:
p1%
b. Click Search.
c. In the Notification Recipients - Update window:
i. In the Notification Rules Available list, select P1-NotificationRule-Incident.
ii. To move the notification rule to the Notification Rules Selected list, click the Add to
selection icon.
10. To remove the Default rule, select Default Escalate Notification Rule for

11. Click the left arrows icon.
12. Click OK.
13. To return to the main CA SDM screen, click Close Window.
14. To test this new rule, click the Service Desk tab.
15. Select Search  Incidents.
16. To display the complete list of open Incidents, click the Search button.
17. Right-click on Incident 143 and select Escalate.
18. In the New Urgency list, select 5-Immediate.
19. In the New Impact list, select 1-Entire Organization.
20. When you click away from that field you will notice the priority is 1.
21. Click Save.
22. From the View menu, select Notification History.
23. Click Search.
24. Toward the top of the Notification History list you should see the escalate notification message.
25. In the Notification History window, click (Close Window).

Lab 9-4 Modify a Message Template
Goals Modify a message template.
Time 15 minutes
Instructions:
1. On the Administration tab, in the left pane, under Notifications, click Message Templates.
2. In the Message Template List pane:

Default Update Status%
c. Click Search.
d. Click Default Update Status message template for request/incident/problem.
3. In the Detail Default Update Status message template for request/incident/problem Message
Template window, click File  Copy.
4. In the Create New Message Template window:

Modified Status
b. In the Notification Message Body field, place your cursor at the end of the second line of
text and press Enter.
c. On the new third line, type the following two lines:
Original Status: @{call_req_id.status_prev.sym}
New Status: @{call_req_id.status.sym}
d. Click Edit HTML Message.

e. On the second blue row, to replace Area with Original Status, click the blue bar next to Area,
backspace to remove Area, and type the following:
Original Status
f. On the next line, replace the @{call_req_id.category.sym} text with the following:
@{call_req_id.status_prev.sym}
g. To exit the HTML editor, at the bottom of the screen, click OK.
h. Click Save.
The name of the window changes to Detail Modified Status Message Template.

 Detail Modified Status Message Template
 Detail Default Update Status message template for request/incident/problem Message
Template
You will now associate the new message template with a notification rule.
6. In the left pane, under Notifications, click Notification Rules.
7. In the Notification Rules List pane:

In Pr%
c. Click Search.
d. Click In Progress Notification Rule.
8. In the In Progress Notification Rule Notification Rule Detail window, click Edit.
9. In the In Progress Notification Rule Update Notification Rule window:

a. In the Message Template field, replace the current text with the following:
Mod
b. Press Tab.
Modified Status is automatically entered in the field.
c. Click Save.
10. In the In Progress Notification Rule Notification Rule Detail window, click (Close Window).

To test the new message template, you will change the status of an open incident and view the
notification message.
12. In the Scoreboard pane, under Incidents and Assigned, click All.
13. In the Incident List pane, click any open incident not assigned to a group, such as incident # 182.
15. In the Update Incident window, change the following settings and click Save:
Status In Progress
17. In the Notification History window, click Incident Number Update Status.
Notice the original and new status in the message.

 Notification Detail
 Notification History
 Incident Detail

Lab 9-5 Notify the Supervisor of an Analyst Assignee
Goals Create a new object contact notification so that an activity notification can notify
the supervisor of the assignee when the status is updated.
Time 15 minutes
Instructions:
Modify the Bruce Adams Contact Record with His Supervisor, Jeff Hardy
2. In the left pane, expand Security and Role Management and click Contacts.
3. Click Search.
4. In the Contact List, right-click Adams, Bruce and click Edit.
5. In the Adams, Bruce Update Analyst window, on the 1.Contact Details tab, click the
3.Organizational Info tab.
6. In the Supervisor field, type the following and press Tab:

hardy
7. Click Save.
Find the Name of the Attribute That References the Supervisor of an Analyst on a Contact
Record
8. In the Adams, Bruce Analyst Detail window, press Ctrl, right-click the white space, and then
click View Source.
9. Using the Edit  Find functionality, search for the field label of Supervisor and append “,” to
the search text.
Note: This combination might appear multiple times in the source file. Make sure the attribute
identified is the field and not a possible value. The correct attribute is supervisor_contact_uuid.
10. Close Notepad.
11. In the Adams, Bruce Update Analyst window, click Close Window.

Find the Name of the Assignee Attribute on an Incident
12. On the Service Desk tab, expand Incidents/Assigned and then click All.
13. In the Incident List, click on any incident.
14. In the Incident Detail window, press Ctrl, right-click the white space, and then click View
Source.
15. Using the Edit  Find functionality, search for the field label of Assignee and then append “,” to
the search text.
Note: This combination will appear only once in the source file. The next word shows the
attribute as assignee.
16. Close Notepad.
17. In the Incident Detail window, click Close Window.
Create an Object Contact Notification Record with an Object Attribute Name of

assignee.supervisor_contact_uuid
18. On the Administration tab, in the left pane, expand Notifications and then click Object Contact
Notifications.
19. In the Object Contact Notification List, click Create New.
20. In the Create New Object Contact Notification window:

Assignee’s Supervisor
b. In the Object Type list, select Request/Incident/Problem.

c. In the Object Attribute Name field, type the following:

assignee.supervisor_contact_uuid
d. In the Description field, type the following:
The supervisor of an assignee on a cr object
21. Click Save and then click Close Window.
22. To confirm your new object contact notification:

a. Click Search.
b. Click View All.
c. Scroll down until you find Assignee's Supervisor.
Alter the Transfer Activity to Include the New Assignee's Supervisor for Notification
23. On the Administration tab, in the left pane, expand Notifications and then click Activity
Notifications.
24. In the Activity Notification List, click Show Filter.
25. In the Symbol field, type the following and then click Search:
transfer
26. Under Symbol, click Transfer.
27. On the 1.Notification Rules tab, click Default Transfer Notification Rule for
28. On the 1.Object Contacts tab, click the Update Object Contacts button.
29. Click Search.
30. In the left pane, click Assignee’s Supervisor.
31. To populate the Notification Recipients pane, click the Add to selection button.
32. Click OK.
33. To return to the main Service Desk window, click the Close Window link twice.
Transfer an Incident to Bruce Adams and View the Notifications
34. On the Service Desk tab, in the Scoreboard, expand Incidents\Assigned and select All.
35. Locate an Incident assigned to anybody except Bruce Adams, right-click the Incident number
(first column), and click Transfer.

36. In the New Assignee field, type the following:

Adams, Bruce
Note: You might need to clear any entry in the New Group field first.
37. Click Save.
38. In the main Service Desk window, click View  Notification History.
39. In the Message Status list, click Incoming FYI.
40. Click Search.

The top messages in the Notification History window should have recipients of Bruce Adams
and Jeff Hardy.
41. Click the Close Window link.

Lab 9-6 Create a Configuration Item Notification
Goals Create a configuration item notification.
Time 15 minutes
Instructions:
Configure an Item
1. On the Service Desk tab, click Search  Configuration Items.

The Configuration Item Search screen appears in the right pane.
2. In the Name field, enter the following and click Search:

NYPrinter2
3. Right-click NYPrinter2 and click Edit.

The NYPrinter2 Update Configuration Item window appears.
4. Click the 2.Contacts, Locations, Organizations tab and then click the 1.Contacts tab.
5. In the Primary Contact field, type the following and press Tab:
hardy
6. Click Save.
7. Click the Update Contacts button.
8. Click Search.
9. Select two additional names from the list.
10. To add the names to the Assigned to CI list on the right, click the Add to selection button.
11. Click OK.
Create a New Notification Rule
13. On the Administration tab, in the left pane, expand Notifications and click Notification Rules.
The Notification Rules List appears in the right pane.

14. In the right pane, click Create New.
15. On the Create New Notification Rule screen, use the following values:
Field Value
Symbol for_ci
Description Send a notice whenever a request/incident/problem is
opened on a CI with a priority of 1
16. Click Save & Continue.

The window refreshes to the for_ci Update Notification Rule window.
17. Click the Condition link.

The Macro List window appears.
18. Under Symbol, click P1 Incident.
19. In the for_ci Update Notification Rule window, click the Message Template link.
20. Click Default Escalate message template for request/incident/problem.
21. Click Save.
22. On the 1.Object Contacts tab, click the Update Object Contacts button.
23. Click Search.
24. In the list on the left, select CI’s Other Contacts and CI’s Primary Contact.
25. To populate them in the Notification Recipients pane click the Add to selection button.
26. Click OK.
Update the Activity to Use the New Rule
28. In the left pane, expand Notifications and click Activity Notifications.
29. In the right pane, click the View All link.
30. To open the Initial Activity Notification Detail window, scroll down and click the Initial link.
31. On the 1.Notification Rules tab, click the Update Notification Rules button.
32. In the Symbol field, type the following and click Search:
for_ci

33. In the left pane, select for_ci.
34. To populate it into the Notification Rules Selected pane, click the Add to selection button.
For purposes of testing, we will remove the other selected notification rules.
35. In the right pane, select Default initial Notification Rule for request/incident/problem and
Active request/incident/problem.
36. To remove these items, click the Remove from selection button.
37. Click OK.
Create a New Incident to Test
39. On the Service Desk tab, select File  New Incident.
40. Complete the following fields:

Field Value
Requester Doe, John
Urgency 5-Immediate
Impact 1-Entire Organization
Configuration Item NYPrinter2
Description Key printer is not working properly
41. Click Save.
42. Click View  Notification History.

View the several notifications for the contacts associated to the configuration item.
43. To return to the main Service Desk window, click Close Window twice.


Module 10: Manage SLAs
Lab 10-1 Create and Execute a Remote Reference Macro
Goals Create and execute a remote reference macro.
Scenario As a CA Service Desk administrator, you first need to define a remote reference in
CA Service Desk that can execute the Windows command, which will generate the
event in the Windows event log. You then need to create a remote reference
macro that will execute the remote reference. You will then create an event that
has the macro as an action and test the event on a ticket.
Note: For lab purposes, the Delay Time of the service desk event will be shortened
to five seconds.
Time 10 minutes
Instructions:
2. In the left pane, expand Service Desk and Application Data and click Remote References.
3. In the Remote Reference List pane, click Create New.

Note: This step only creates the remote reference, not the Remote Reference macro.
4. In the Create New Remote Reference window, create a new remote reference using the
Symbol Unassigned to Win. App. Log
Code UAWAL
Description Sends the Unassigned message to the Windows
Application Log
Function Access Incident/Problem/Request
NT Server, Unix Server, or eventcreate /ID 1 /L Application /SO USD_Macro /T
Unix Client Exec Command Warning /D \"A Ticket has neither an Assignee nor a
Group. Please log in to CA Service Desk Manager and
investigate.\"
Architecture Type win

5. In the Unassigned to Win App. Log Remote Reference Detail window, click (Close Window).
6. To confirm your new event is listed, click Search.
Create the Execute Remote Reference Macro That Runs the Remote Reference
7. In the left pane, expand Events and Macros and click Macros.
8. In the Macro List pane, click Create New.
9. In the Create New Macro window, create a new macro using the following settings and click
Continue:
Symbol Send Win. App. Log
Macro Type Execute Remote Reference
10. In the Create New Macro Send Win App. Log window, use the following settings and click Save:
Macro Description Runs the Unassigned to Win. App. Log Remote Reference
Remote Reference Unassigned to Win. App. Log
Note: If a warning message box appears, click OK.
11. In the Send Win App. Log Macro Detail window, click (Close Window).
12. Click Show Filter.
13. In the Type field, type the following and click Execute Remote Reference:
exe
14. Click Search.
15. Confirm that your macro is listed.
Create the Service Desk Event That Tests the Ticket for No Assignee and No Group and Runs
the Execute Remote Reference Macro If True
16. In the left pane, under Events and Macros, click Events.
17. In the Event List pane, click Create New.

18. In the Create New Event window, create a new event using the following settings and click
Save:
Name If Unassigned send Win. App. Log
Description If the ticket is totally unassigned, send an
event to the Windows Application Log.
Delay Time 00:00:05
Allow time resetting Selected
On Done Event Flag Save History
Note: Be sure to save before you move to the next step.
19. In the If Unassigned send Win App. Log Event Detail window, click Edit.
20. In the If Unassigned send Win App. Log Update Event window:
a. On the 1. Configuration Information tab, in the Condition field, type the following:
assign
b. In the list that appears, select assignee & group not assigned.
c. Click Save.
21. In the If Unassigned send Win App. Log Event Detail window, click the 2. Action Information
tab.
22. On the 2. Action Information tab, click Update Actions on True.
23. In the Macro Search window:

a. In the Type list, select Execute Remote Reference.
b. Click Search.
24. In the Actions on True - Update window:

a. To move the Send Win. App. Log action to the Actions on True list, click the Add to selection
icon.
b. Click OK.
25. Click Save.
26. In the If Unassigned send Win App. Log Event Detail window, click (Close Window).
27. To confirm your new event is listed, click Search.
Test the Functionality on an Incident

30. In the Incident List pane, click any incident.
32. In the Update Incident window, delete the text in the Assignee and Group fields and click Save.
33. In the Incident Detail window, click Actions  Attach Service Type Event.
34. In the Attach Service Type Event to Incident window:

a. In the Service Type Event field, enter the following text and then select If Unassigned Send
Win. App. Log from the list:
if u
b. Click OK.
The Attach Service Type Event to Incident window refreshes and displays the Delay Time.
c. Click OK.
35. In the Incident Detail window, click View  Event History.

The status of the event associated with the assignee & group not assigned condition indicates
that it is complete.

 Event History
 Incident Detail
37. On the Windows taskbar, right-click Start and click Run.
38. In the Run dialog, type the following and then click OK:
eventvwr
Event Viewer opens.
39. In the left pane, expand Windows Logs and click Application.
40. In the list, look for any warning log entries whose source is USD_Macro, and then double‐click
the USD_Macro event.

Observe the information.
41. Click Close.
42. Close the Event Viewer window.

Lab 10-2 Create a Multiple Notification Macro
Goals Create a multiple notification macro.
Time 10 minutes
Instructions:
Note: You will use this macro in the "Create Events" task in this module.
2. In the left pane, under Events and Macros, click Macros.
Continue:
Symbol Notify Assignee RE: Parts
Macro Type Multiple Notification
5. In the Create New Macro Notify Assignee Re Parts window:

a. In the Macro Description field, type the following:
Notify the Assignee that a ticket has been awaiting parts for too long.
b. Click the Message Template link.
6. In the Message Template List window, click Create New.

7. In the Create New Message Template window, create a new message template using the
Symbol Assignee RE: Parts
Auto Notification Selected
Notify Level High
Notification Message Title @{type.sym} @{ref_num} @{status.sym} too long
Notification Message Body @{type.sym} @{ref_num} has been @{status.sym}
for too long. Please investigate.
The message template has been assigned to the macro.
8. In the Create New Macro Notify Assignee Re Parts window, click Save.
9. In the Notify Assignee Re Parts Macro Detail window, on the 1. Object Contacts tab, click
Update Object Contacts.
10. In the Object Contact Notification Search window, click Search.
11. In the Notification Recipient - Update window:

a. In the Object Contacts list, select Assignee.
b. To add the assignee to the Notification Recipients list, click the Add to selection icon.
c. Click OK.
The assignee now appears in the Object Contact Notification List on the 1. Object Contacts
tab.
12. In the Notify Assignee Re Parts Macro Detail window, click (Close Window).
14. In the Symbol field, type the following text and click Search:
%parts%
15. Confirm the macro you created is listed.

Lab 10-3 Create a Site-defined Condition Macro
Goals Create a site-defined condition macro.
Time 5 minutes
Instructions:
Note: You will use this macro in the "Create Events" task in this module.
Continue:
Symbol Check Awaiting Parts
Macro Type Site-defined Condition
3. In the Create New Macro Notify Check Awaiting Parts window:

Check if a ticket is awaiting parts and it has an associated CI
Note: The macro description can have a maximum of 255 characters.
b. Click Save.
4. In the Check Awaiting Parts Macro Detail window, on the 1.Conditions tab, click Add Condition.
5. In the Create New Atomic Condition window, create a new condition using the following
settings:
Sequence 10
Description Check Awaiting Parts
Select an Attribute Status
Choose Operator Equals (default)
Select Attribute or Data Value Data Value

The Data Value field appears.
6. Click the Data Value link.
7. In the Request/Incident/Problem Status Search window, click Create New.

Awaiting Parts
b. In the Code field, type the following and then click Save:
AP
8. In the Create New Atomic Condition window, click Save.
9. Repeat steps 4 and 5 to create a second condition and click Save:

Sequence 20
Description Check for associated Configuration Item
Select an Attribute Asset
Choose Operator Not Empty/Null
Select Attribute or Data Value Attribute (default)
The two new conditions appear in the Atomic Condition List.
10. In the Check Awaiting Parts Macro Detail window, click (Close Window).
11. To confirm your new macro, click Search.

Lab 10-4 Create a Timed Event
Goals Create a timed event.
Scenario As the administrator, you are required to create an event that, after eight hours,
checks if a ticket is waiting for parts and if it has a CI associated with it. If it does,
the event must notify the assignee of the ticket that has an excessively long
waiting time for parts.
Note: For lab purposes, the Delay Time of the service desk event will be shortened
to five seconds.
Time 10 minutes
Instructions:
1. On the Administration tab, in the left pane, expand Events and Macros and click Events.
3. In the Create New Event window:

a. Create a new event using the following settings:
Name Awaiting Parts Too Long
Description Notify Assignee if a ticket is awaiting parts after eight hours
b. In the 1. Configuration Information tab, in the Delay Time field, type the following:
00:00:05
c. Select Allow time resetting.
d. In the On Done Event Flag list, select Save History.
e. Click Save.
4. In the Awaiting Parts too Long Event Detail window, click Edit.

5. In the Awaiting Parts too Long Update Event window:

a. In the Condition field, type the following and select Check Awaiting Parts:
che
b. Click Save.
6. In the Awaiting Parts too Long Event Detail window:

a. Click the 2. Action Information tab.
b. Click Update Actions on True.

a. In the Type list, select Multiple Notification.
b. Click Search.

a. To move the Notify Assignee RE: Parts macro to the Actions on True list, click the Add to
selection icon.
b. Click OK.
9. In the Awaiting Parts too Long Event Detail window, click (Close Window).
Test the Functionality of the Timed Event on an Incident by Manually Attaching the Event to
the Incident Using Ticket Actions
Save:
Requester Ames, Colter
Status Awaiting Parts
Description Test awaiting parts event
Note: If the NYPrinter2 CI does not exist, select any CI.
13. In the Incident Detail window, click Actions  Attach Service Type Event.
14. In the Service Type Event field, type the following text and then select Awaiting Parts too Long:
awa
15. In the Attach Service Type Event to Incident window, click OK twice.

16. In the Incident Detail window, click View  Event History.

Observe the status of the Check Awaiting Parts condition.
18. In the Message Header field, type the following text and click Search:
%awa%
Observe the notification history.

 Notification History
 Event History
 Incident Detail

Lab 10-5 Create an Attached Event Macro
Goals Create an attached event macro.
Time 5 minutes
Instructions:
2. In the left pane, under Events and Macros, click Macros.
Continue:
Symbol Attach Awaiting Parts
Macro Type Attach Event
5. In the Create New Macro Notify Attach Awaiting Parts window, use the following settings and
click Save:
Macro Description Attach the Awaiting Parts Event to a Ticket
Event Awaiting Parts too Long
6. In the Attach Awaiting Parts Macro Detail window, click (Close Window).

Lab 10-6 Create an SLA Service Type
Goals Create an SLA service type.
Scenario The important milestones are:

 At eight hours from ticket creation, perform the Awaiting Parts test and
actions.
 At 24 hours from ticket creation, if the ticket is still active, increase the
priority and notify the assignee.
 At 36 hours from ticket creation, if the ticket is still active, this is an SLA
breach.
As a result:
 Set SLA Violation for Actions to True. This enables the TTV daemon to
calculate a Projected Violation Time for the ticket.
 Start the SLA Violation Incrementing Counter. This changes the ticket
number to red.
 Add an SLA Expired Activity Log entry.
 Notify the assignee and the group manager.
The event for the first milestone previously mentioned already exists. First, create
the events for the second and third milestones and the Active test macro.
Time 20 minutes
Instructions:
Note: For lab purposes, the Delay Time of the service type events will be shortened to one, two,
and three minutes respectively.
1. On the Administration tab, in the left pane, expand Events and Macros and click Macros.

Continue:
Symbol Ticket Active
Macro Type Site-defined Condition
4. In the Create New Macro Ticket Active window:

Is Ticket Active?
b. Click Save.
5. In the Ticket Active Macro Detail window, on the 1.Conditions tab, click Add Condition.
6. In the Create New Atomic Condition window, create a new condition using the following
Sequence 10
Description Is Active?
Select an Attribute Active
Choose Operator Equals (default)
Select Attribute or Data Value Data Value
Data Value YES
7. In the Ticket Active Macro Detail window, click (Close Window).
8. In the left pane, under Events and Macros, click Events.

Name At 24 Hours Active
Description Notify Assignee, Increase Impact, Increase Urgency
b. Click the 1. Configuration Information tab.
c. In the Delay Time field, type the following:
00:01:00
d. Select Allow time resetting.
e. In the On Done Event Flag list, select Save History.
f. Click Save.

11. In the At 24 Hours Active Event Detail window, click Edit.
12. In the At 24 Hours Active Update Event window:

Ticket Active
b. Click Save.
c. Click the 2. Action Information tab.
13. On the 2. Action Information tab, click Update Actions on True.

a. In the Type list, select Action.
b. Click Search.

a. In the Possible Actions list, select Notify Assignee.
b. To move the selected action to the Actions on True list, click the Add to selection icon.
c. Repeat steps 15a and 15b for the following actions:
o Increase Urgency
o Increase Impact
d. Click OK.
16. In the At 24 Hours Active Update Event window, click Save.

The three actions have been added to the Actions on True Macro List.
17. In the At 24 Hours Active Event Detail window, click (Close Window).

Name At 36 Hours Active
Description SLA Violate, SLA Expired, Notify Assignee, Group Manager
b. Click the 1. Configuration Information tab.
c. In the Delay Time field, type the following:
00:03:00
d. Select Allow time resetting.

e. In the On Done Event Flag list, select Save History.

f. Click Save.
21. In the At 36 Hours Active Update Event window:

Ticket Active
b. Click Save.
c. Click the 2. Action Information tab.
23. On the 2. Action Information tab:

a. Select Set SLA Violation for Actions on True Macro.
b. Click Update Actions On True.

a. In the Type list, verify that Action is selected.
b. Click Search.

a. In the Possible Actions list, select Add Activity Log ‐ SLA Expired.
b. To move the selected action to the Actions on True list, click the Add to selection icon.
c. Repeat steps 24a and 24b for the following actions:
o Notify Assignee
o Notify Group Manager
o Set SLA Violation = Violated
d. Click OK.
26. In the At 36 Hours Active Update Event window, click Save.

The four actions have been added to the Actions on True Macro List.
27. In the At 36 Hours Active Event Detail window, click (Close Window).
Create the Service Type and Add the Three Events to It
28. In the left pane, expand Service Desk and click Service Types.
29. In the Service Type List pane, click Create New.

30. In the Create New Service Type window, create a new service type using the following settings
and click Save:
Symbol Network Printers
Description SLA for Network Printer Configuration Items
31. In the Network Printers Service Type Detail window, on the 1. Requests tab and 1. Request
subtab, click Add Service Type Event.
32. In the Create New Service Type Event window:

a. In the Event field, type the following:
awa
b. In the list that appears, select Awaiting Parts too Long.
c. Click Continue.
d. Complete the following fields:
Name Milestone 1
Delay Time 00:01:00
e. Click Save.
33. Repeats step 31 and 32 to create the following service type events:
Field Value Value
Event At 24 Hours Active At 36 Hours Active
Name Milestone 2 Milestone 3
Delay Time 00:02:00 00:03:00
34. The following screenshot shows the milestones in the Request Event list:
35. In the Network Printers Service Type Detail window, click (Close Window).

You will now associate the service type with NYPrinter2 and test the service type functionality on
an incident.
36. In the left pane, expand Service Desk, Application Data, and Configuration Items and click
Configuration Item List.
37. In the Configuration Item Search pane:

a. In the Name field, type the following:
NY%
b. Click Search.
c. Click NYPrinter2.
38. In the NYPrinter2 Configuration Item Detail window, click Edit.
39. On the 1.CMDB Attributes tab:

a. Click the 6.Service subtab.
b. In the Service Type field, type the following:
Net
c. In the list that appears, select Network Printers.
d. Click Save.
40. In the NYPrinter2 Configuration Item Detail window, click (Close Window).
Save:
Requester Preedy, Jim
Description SLA Test
Status Awaiting Parts

44. In the Incident Detail window:

a. On the 1. Additional Information tab, click the 3. Service Type subtab.
Notice that the Network Printers service type and the three events are listed in the Service
Type list.
b. Click View  Refresh.
c. Observe the status of the Network Printers service type. Notice the progressive completion
of the service type events and the Projected Violation Time. Click Refresh again if required.
d. When all the service type events have completed, click the 2. Logs tab.
Notice the increase in priority, the SLA expired Activity Log entry, the red incident number,
and the red Incident Detail text.
e. Click (Close Window).

Notice the incident number in red.

Lab 10-7 Create a Service Target Template
Goals Create a service target template.
Time 10 minutes
Instructions:
2. In the left pane, under Service Desk, click Service Target Templates.
3. In the Service Target Template List pane, click Create New.
4. In the Create New Service Target Template window:

a. In the Object Type list, select Request/Incident/Problem.
b. Click Continue.
c. Complete the following fields and click Save:
Name Incident Acknowledgement
Target 00:15:00
Cost 100
Condition Req. Status = Acknowledged
5. In the Incident Acknowledgment Service Target Template Detail window, click (Close Window).
6. In the left pane, click Service Types.
7. In the Service Type List pane, click Priority 1 Resolution.
8. In the Priority 1 Resolution Service Type Detail window:

a. On the 1. Requests tab, click the 3. Request Targets subtab.
b. On the 3. Request Targets subtab, click Link Service Target Template.
9. In the Create New Linked Service Target Template window:

a. In the Service Target Template field, type the following:
Inc

b. In the list that appears, select Incident Acknowledgement.

c. Click Continue.
d. Click Save.

 Linked Service Target Template Detail
 Priority 1 Resolution Service Type Detail
You will now test the service target template.
Save:
Requester Preedy, Jim
Urgency 5-Immediate
Impact 1-Entire Organization
Description Test Service Target Template
Note: The priority should be calculated to 1.
14. In the Incident Detail window:

a. Click the 1. Additional Information tab and then click the 3. Service Type tab.
Notice the new service target template listed under Service Targets.
b. Click Edit.

a. To the left of the Status list, click the Set the Status to the default next value of
Acknowledged icon.
b. Click Save.
16. Review the Time Left field in the Service Type List and Incident Acknowledgement Service
Targets.
Note: To update the information being displayed, you might need to refresh the screen.



Module 11: Configure Surveys
Lab 11-1 Create a New Survey Template
Goals Create a new survey template.
Time 20 minutes
Instructions:
2. In the left pane, expand Service Desk and Surveys and click Survey Templates.
3. In the Customer Survey List pane, click Create New.
4. In the Create New Survey window, create a new survey using the following settings and click
Save:
Survey Name Wireless Net
Survey Introduction Please take a moment to complete our wireless network survey.
Survey Completion Thank you for taking the time to tell us about your wireless network
Message experience.
5. In the Wireless Net Survey Detail window, on the 1. Questions tab, click Add Question.
6. In the Create New Survey Question Template window, create a question using the following
Sequence 10
Question text Did the trouble you had with the wireless network affect your
business productivity?
7. In the 10 Survey Question Template Detail window, on the 1. Answers tab, click Add Answer.
8. In the Create New Survey Answer Template window, create an answer using the following
Sequence 10
Answer Text Yes

9. In the 10 Survey Question Template Detail window, on the 1. Answers tab, click Add Answer.
10. In the Create New Survey Answer Template window, create another answer using the following
Sequence 20
Answer Text No
11. In the 10 Survey Question Template Detail window, click (Close Window).
12. To display a sample of the survey, click View Survey.
13. Close the survey preview window.
14. Close the Wireless Net Survey Detail window.

Lab 11-2 Configure the Close Activity to Send the Standard Close
Survey
Goals Configure the close activity to send the standard close survey.
Time 10 minutes
Instructions:
1. On the Administration tab, in the left pane, expand Notifications and click Activity
Notifications.
2. In the Activity Notification List pane, click the Close activity.
3. In the Close Activity Notification Detail window, click the 2. Survey tab and then click Edit.
4. In the Close Update Activity Notification window:

a. On the 2. Survey tab, update the following settings:
Send Survey? Selected
Default Survey Satisfaction
Notification Method Email
b. Click Save.
5. In the Close Activity Notification Detail window, click (Close Window).
Save:
Requester Adams, Bruce
Status Closed
Description Test standard close Survey

10. In the Notification History window, click Incident Number Survey.

The Notification Detail window shows the Closed status of the incident and a URL to complete
the survey.
11. In the Notification Detail window, copy the URL and then click (Close Window).
12. Open a new browser window and paste the URL in the address bar.
The survey opens in the browser.
13. Complete the survey and click Submit.
14. After you receive a thank you message, close the following windows: Survey, Notification
History, and Incident Detail.

Lab 11-3 Configure a Survey
Goals Configure a survey.
Time 10 minutes
Instructions:
2. In the left pane, expand Service Desk and Requests/Incidents/Problems click Areas.
3. In the Request/Incident Problem Area List pane, click Networks.Wireless.
4. In the Networks.Wireless Request/Incident/Problem Area Detail window, click Edit.
5. In the Networks.Wireless Update Request/Incident/Problem Area window:

a. In the Survey field, type the following:
Wireless Net
b. Click Save.
6. In the Networks.Wireless Request/Incident/Problem Area Detail window, click (Close Window).
Save:
Requester Adams, Bruce
Incident Area Networks.Wireless
Status Closed
Description Survey override test

11. In the Notification History window, click Incident Number Survey.

The Notification Detail window shows the Closed status of the incident and a URL to complete
the survey.
12. In the Notification Detail window, click (Close Window).

Lab 11-4 Create a New Managed Survey
Goals Configure a new managed survey.
Time 10 minutes
Instructions:
2. In the left pane, expand Service Desk, Surveys, and Managed Surveys and click Managed
Survey List.
3. In the Managed Survey List pane, click Create New.
4. In the Create New Managed Survey window, create a new managed survey using the following
Name Annual Employee
Survey Annual
Description To send the Annual Survey to all employees in the organization
5. In the Managed Survey Detail window, click the 4. Contact Types tab and then click Update
Contact Types.
6. In the Contact Type Search window, click Search.
7. In the Notification Recipients - Update window:

a. In the Contact Types list, select Employee.
b. To move the selected contact type to the Notification Recipients list, click the Add to
selection icon.
c. Click OK.
8. In the Managed Survey Detail window, click the 5. Initial Message tab and then click Edit.

9. In the Update Managed Survey window:

a. On the 5. Initial Message tab, update the following settings:
Notify Method Email
Initial Message Title Service Desk Annual Survey
Initial Message Body Please complete our Service Desk annual survey
b. Click the 6. Reminder Message tab and update the following settings:
Notify Method Email
Reminder Message Title Service Desk Annual Survey
Reminder Message Body Please do not forget to complete our Service Desk annual survey
c. Click Save.

Lab 11-5 Start the Managed Survey Period and Send Out the
Initial Notification Message
Goals Start the managed survey period and send out the initial notification message.
Time 5 minutes
Instructions:
1. In the Managed Survey Detail window:

a. Click the 5. Initial Message tab.
a. Click Send Initial Notification.
b. In the alert message confirming that the notification process has started, click OK.
c. In the Managed Survey Detail window, click (Close Window).
3. Click View  Notification History.
4. In the Notification History window, click Search.

The notification history shows that the managed survey was sent to many users.



Module 13: Administer the xFlow Analyst Interface
Lab 13-1 Configure Attributes and Stored Queries for Custom

Work Streams
Goals Configure attributes and stored queries for custom work streams.
Time 10 minutes
Instructions:
First, you will add the attribute location to the list of available attributes when building a new work
stream, enabling the customer’s location to be used in a work stream.
1. On the USDSERVER, double-click the Service Desk Manager Web Client shortcut and log in to
CA SDM using the following credentials:
2. If it is not already displayed, click the Administration tab.
3. In the left pane, expand xFlow Analyst Interface and select the Ticket Attributes node.
The list displays the OOTB attributes that can be used when building new work streams.
4. Click Create New.
5. Adding an attribute to the list available when building a work stream requires the attribute’s
name at the object layer of the CA SDM architecture. In the Create New Ticket Attribute
window, use the following settings and click Save:
Attribute Name Location
Attribute Value customer.location
Note: This value is case-sensitive.
Show in Streams selected
7. If your new attribute does not appear in the list, click the Attribute Name column header twice.
Notice your new attribute in the list, which is ordered alphabetically.

Next, you will make a stored query available for use in a work stream.
8. On the Administration tab, in the left pane, make sure that xFlow Analyst Interface is expanded
and select the Work Streams node.
10. In the Create New Stream window, use the following settings and click Save:
Label Priority 1 Active Incidents
Stored Query Assigned High Priority Incidents
Group Field Technician
Description Priority 1 Active Incidents

The work stream will now appear in all instances of the xFlow Analyst Interface where the
analyst belongs to the Field Technicians group.
You will now test the changes to make sure they perform as expected.
12. On the Administration tab, expand Security and Role Management and select the Contacts
node.
13. In the Last Name field, type the following and click Search:
Adams
14. To open Bruce’s contact record, click Adams, Bruce.
15. Click the 4. Groups, Roles, Service Contracts tab.
16. If it is not already displayed, click the 1. Groups subtab.
17. Click Update Groups.
18. In the Group Name field, type the following and click Search:
field%
19. Add the Field Technician group to Bruce’s existing list of groups.
20. Click OK.
22. Log out of and close CA SDM.
23. On the desktop, double-click the xFlow Analyst Interface shortcut.


In Bruce’s list of work streams, a new stream for Priority 1 Active Incidents appears. You can
view the full title by pointing to the stream.
25. In the left pane, click New Stream.
26. For the stream name, type the following:

Chicago
27. Leave Match set to ALL.
28. For the stream definition, select the following values and click Save:
 Location
 Equals
 Chicago
The new work stream now appears in the list.
29. Log out of and close the xFlow Analyst interface.

Lab 13-2 Select an Existing Node in the Scoreboard to Appear as

a Work Stream in the xFlow Interface
Goals Use the scoreboard to modify a work stream.
Time 5 minutes
Instructions:

2. In CA SDM, if it is not already displayed, click the Service Desk tab.
3. On the menu, click File  Customize Scoreboard.
4. In the left pane, expand Incidents and Assigned and select the Medium Priority node.
5. In the Update Selected Item pane, select Show in my workstreams.
6. Click Update Item.
7. Click Finished.
Now you will test that the modification is working as expected.
9. On the desktop, double-click the xFlow Analyst Anaylyst shortcut.

In Bruce’s list of work streams, a new stream for Medium Priority incidents appears.
11. Log out of the xFlow interface and close your browser.

Lab 13-3 Set the Polling Interval for Work Stream Updates
Goals Set the polling interval for work stream updates.
Time 5 minutes
Instructions:

3. In the left pane, expand xFlow Analyst Interface and select the General node.
5. In the Configuration Key field, type the following and click Search:
%stream%
6. In the results list, right-click StreamPollInterval and click Edit.
7. The default configuration value is 60 seconds. Change the value to 120 and click Save.
9. In the results list, right-click enableStreamPoll and click Edit.
10. The default configuration value is false, indicating that stream polling is not enabled by default.
Change the value to True and click Save.
12. To confirm the changes, click Search.

Lab 13-4 Add the Location Attribute to Information Displayed in

the Card and List Views
Goals Add the affected end user's Location attribute to information displayed in the
Card and List views by replacing the Modified By attribute.
Time 5 minutes
Instructions:
2. In the left pane, if necessary, expand xFlow Analyst Interface and select the List and Card View
node.
3. In the right pane, click Request/Incident.
4. Right-click item 8, the Modified By attribute, and click Edit.
5. Under Attribute Label, delete the current value, type the following, and select Location:
loc
6. Click Save.
8. Refresh the list window to validate that the Location attribute is now listed.
10. Log out of CA SDM and close your browser.
You will clear the browsing history cache.
11. The Card and List attribute are kept in the browser cache. You will clear the cache first before
testing the changes. On the desktop, double-click the Internet Explorer shortcut.
12. On the far right side of the toolbar, click the Tools icon.
13. On the menu, click Safety  Delete Browsing History.


14. Click Delete.
You will now log in to the xFlow interface to test the modification.
16. Log in to the xFlow Analyst Interface using the following credentials:
When you display the streams, notice that the Location attribute now appears on each card.
17. Log out of xFlow and close your browser.

Lab 13-5 Configure the Service Genius
Goals Configure the Service Genius by limiting the results and the historical search for
the Suggested Experts and Suggested Solutions.
Time 5 minutes
Instructions:

3. In the left pane, expand xFlow Analyst Interface and select the General node.
5. In the Configuration Key field, type the following and click Search:
%suggested%
6. Right-click the esearch.default.numberOf.suggestedsolutions key and click Edit.
7. Change Configuration Value to 15 and click Save.
9. Right-click the suggested.experts.numberOfSuggestedExperts key and click Edit.
12. Right-click the suggested.experts.searchDurationInMonths key and click Edit.

15. To refresh the displayed items, click Search.

Lab 13-6 Add Priority Attribute Values to the Heat Calculation
Goals Add priority 3 and 4 attribute values to the heat calculation.
Time 5 minutes
Instructions:
2. In the left pane, if necessary, expand xFlow Analyst Interface and select the Heat node.
3. Right-click Default Heat Configuration for Incident and click Edit.
4. In the Heat Attributes section, click Create New.
5. You will use the Priority is 1 heat attribute as a guide for creating the new attributes. Use the
Label Priority is 3
Code pri_3_in
Weight 3
Description Priority of the ticket is 3
Condition priority.sym like \'3\'
Attribute Group Priority
7. In the Heat Attributes section, click Create New.

8. Use the following settings and click Save:

Label Priority is 4
Code pri_4_in
Weight 4
Description Priority of the ticket is 4
Condition priority.sym like \'4\'
Attribute Group Priority
9. Click (Close Window) twice.

Lab 13-7 Modify an Attribute Weighted Value and the Weather

Reindexing Interval
Goals Increase the Unassigned Tickets weighted value and shorten the Weather
Reindexing Interval.
Time 5 minutes
Instructions:
2. In the left pane, if necessary, expand xFlow Analyst Interface and select the Weather node.
3. Click Default Weather Configuration.
4. In the Weather Criteria section, click the Team criteria.
5. In the Conditions section, right-click Team-Untriaged Tickets and click Edit.
6. Change the Weight per ticket value to 8 and click Save.
10. On the Administration tab, expand Options Manager and select the Heat-Weather node.
11. Right-click the weather_reindexing_interval option and click Edit.
12. Change Option Value to 30 and click Save.
13. Click Refresh.
15. Any change made to options within Options Manager requires a restart of the primary CA SDM
Server service. Logout and close CA SDM.

16. On the Windows taskbar, double-click the services icon.
17. Locate and right-click the CA Service Desk Manager Server service and click Restart. Let the
restart complete.
18. Close the Services window.
19. Log back in to CA SDM.

Lab 13-8 Define Smart Words with an Associated Template
Goals Define smart words with an associated template.
Time 15 minutes
Instructions:

2. You will first create a new incident template. Click the Service Desk tab.
4. Create the new incident using the following settings:

Affected End User ServiceDesk
Incident Area Networks
Assignee <blank>
Group Network.Services.Support
Impact 5-One person
Description User is unable to access the
network through the VPN
5. If necessary, click the 1. Additional Information tab and then click the 5. Template subtab.
6. Use the following settings:

Template Name VPN
Description VPN Incident Template
7. Click Save.

10. In the left pane, expand xFlow Analyst Interface and Command Bar and select the Smart
Words node.
12. Click Category.
13. In the Area list, select Networks.
14. In the Keywords field, type the following and click Save:
VPN
15. In the Associated Templates section, click Add Template.
16. In the Template field, click Template.
17. Select the VPN template, which will be listed by ticket number.
18. Click Save.
To test the new smart word, the Search Server index needs to be rebuilt and the CA xFlow Analyst
Interface service must be restarted.
22. Access APPSERVER.
23. Open a Command Prompt window and navigate to:

C:\Program Files\CA\SC\SearchServer\search\bin
24. Within this folder, run the following batch file:

pdm_es_rebuild_index.bat
25. Let the command complete and then navigate back to USDSERVER.
26. On the Windows taskbar, double-click the services shortcut.
27. Locate the CA xFlow Analyst Interface service and restart it.
28. Close the Services window.

30. Log in to xFlow with the following credentials:

31. In the Search field, type the following:

Paul
32. To the right of Martin, Paul, select New Ticket.
33. On the command line, type the following:

User is unable to access the network services using the VPN.
The words network and VPN are highlighted with drop-down menu options.
34. To the right of VPN, open the menu and click Apply Template  VPN.
35. Click the Login Issue list and select No.
36. To complete the creation of the ticket, press Enter.
37. You are prompted to select a status. Leave the default status and, at the end of the command
line, press Enter.
The ticket is now created.
38. Log out of and close xFlow Analyst Interface.

Appendix A: Solutions to Lab Challenges
Solutions to Lab Challenges
The following solutions provide step-by-step instructions to complete the lab challenges.

Appendix A: Solutions to Lab Challenges
Lab Solution 4-6 Update an Existing Contact with New Site, Location, and
Organization Information
Suggested solution
1. On the Administration tab, in the left pane, expand Security and Role Management and click
Contacts.

smith
b. Click Search.
c. Right-click Smith, Mary and click Edit.
d. In the Smith, Mary Analyst Detail window, on the 1. Contact Details tab, click the 2. Address
subtab.
e. In the Smith, Mary Update Analyst window, in the Location field, type the following and
press Tab:
pho
Phoenix Office will appear in the field.
f. Click the 3. Organizational Info subtab.
g. Type the following in the fields indicated:
Functional Organization Phoenix Office Administration
Department Front Desk
Administrative Organization Phoenix Office Administration
Cost Center POA001
h. Click Save.
3. In the Smith, Mary Analyst Detail window, click (Close Window).

Appendix: CA Technologies Dynamic Lab Environment
Appendix: Dynamic Lab Environment Access and User Guide
Getting Started
Dynamic Lab Environment is the name of the CA Education virtual environment for labs and
practice activities. The technology behind the Dynamic Lab Environment is provided by Skytap and
some of the instructions in this document reference Skytap.
This appendix provides the following information:
 System and network requirements
 Self-Directed Learning login and usage information
 Setting up an environment (other than Self-Directed Learning)
 Instructor-Led classroom set up
 Best practices
 Troubleshooting
 Escalating unresolved issues
System Requirements
The minimum system requirements for an individual client machine accessing the Dynamic Lab
Environment are listed below. Please check that you meet the minimum requirements and that
you have the equipment you need before attempting to use the environment.
 Windows XP/2003/Vista/2008/Windows 7/2008 R2/Windows 8/2012

Operating
 Mac OS X 10.7 or higher (Lion or Mountain Lion)
Systems
 Linux variants with supported browser and Java versions
 Internet Explorer 8, 9, or 10
Browsers
 Mozilla Firefox
 Google Chrome
 Mac OS X Safari
Java Version
 The acceptable Java versions are Java 1.6, 1.7, or newer.
 If you are unsure which version of Java you are running, simply click the following link and it
will auto-detect: http://java.com/en/download/installed.jsp or type “java -version” in the
terminal for Linux.
 If you are running OS X, please see Running Java on Mac OS X.
 For information on installing Java on your local Linux machine, see How to install Java on my
local Linux machine.

Network Requirements
We recommend a minimum download speed of 1.16 Mb/sec (150 KB/sec) per client connection
(i.e., each individual user). In addition, we recommend latency of 250ms or less.

Self-Directed Learning Access and Instructions
After you register for the course, you will receive a system-generated email that includes two
important pieces of information:
 A published URL to access your assigned lab environment
 The date and time on which your access to that environment expires
Keep this email as you will need to use the URL whenever you access your lab environment.
Here is a sample email with the two pieces of information highlighted:
Access Your Assigned Lab Environment

Click on the published URL from the email or paste the link in your web browser to access your
assigned lab environment. Use this same link each time you access your dynamic lab environment.
A sample environment with multiple Virtual Machines (VMs) is shown below:

The above sample environment includes three VMs. Your particular environment will be
appropriate for the course activities for which you have registered.
NOTE: When you initially access your environment, you may see a Java prompt, asking if
you want to run this application. Click Run if you see this prompt. It will enable you to
properly connect into the environment and enable the keyboard to work correctly.
Manage Your Assigned Lab Environment

You are allocated a certain amount of lab session time to complete all of the activities associated
with a given course. That time starts once you access your environment and continues to run until
the end date and time specified in the email. The clock continues to run even if you are not actively
working in the environment unless you manage your environment.
Use the Suspend and Run buttons to manage your lab environment. These buttons are shown
below:
Using Suspend to preserve your lab time

Click the Suspend button to stop the Run Time clock. Do this any time you are not working on
course activities to preserve your remaining time. You can suspend any or all of the VMs in your
environment by clicking in the check box in each VM window and then clicking the Suspend button.
The Suspend button is called out in the following sample where all three VMs have been checked:

When you click Suspend, your allocated lab time is preserved and the time clock remains paused
until you change the status to Run. The VMs in a suspended environment display that status as
shown in the following image:
Once you have suspended your environment, you can minimize or close the browser window in
which the environment has been running. Use the same URL you were sent in email to re-open
your environment when you are ready to resume.
Using Run to resume running your lab time

Click the Run button to start up suspended VMs and restart the Run Time clock. The Run button is
called out in the following sample:
This may take several minutes. The environment is ready the when VMs are highlighted in green
and display a Running status. Click on the machine(s) you want to directly access to start or resume
your lab activities.
Tracking lab time using the Run Time clock

The Run Time clock in the upper right corner of your set of VMs tracks how much dynamic lab
environment time you have left.

Network Requirements
We recommend a minimum download speed of 1.16 Mb/sec (150 KB/sec) per client connection
(i.e., each individual user). In addition, we recommend latency of 250ms or less.
If you have a group of 15 users, each connecting to their own client session from the same physical
location concurrently, the recommended amount of bandwidth required is
1.16Mb/sec per user x 15 or 17.5Mb/sec.
Connection Test
If you are connecting for the first time, or connecting from a computer you have never used before,
run the connection and speed tests to make sure that your browser supports a connection to the
Dynamic Lab Environment. These tests are hosted by Skytap directly.
Use the following URL to use the Skytap Connectivity Checker to run connection and speed tests:
https://cloud.skytap.com/tools/connectivity

Instructor-Led Class Set-Up
The Dynamic Lab Environment is accessed directly through a URL link that is provided to the
instructor by a system-generated email. The email includes a class URL as well as instructor and
student position URLs. A sample email is shown below:
1. Click the URL link or copy and paste the link to your web browser. If the URL link is valid, your
web browser will load the environment with the appropriate VM or VM set for hands-on
activities.
2. Examine all VMs and ensure they are running by selecting them and clicking the Run button to
power them on.

Once they are powered on, all VMs will show that they are in a running status and you may
log in to the VMs by clicking the desired VM machine.
3. Click the desired VM machine to connect directly to it.
Note: Most VMs will take you directly to the desktop, but if you are prompted to enter login info,
use the following credentials:
- Username: administrator
- Password: caeducation
Students should have been sent an email message telling them to run the tests before class starts.
Best practice is for the instructor to send an email message to your students to introduce yourself
as the instructor and remind them to run the connectivity test before the class starts.

Best Practices
Use the following list of best practices to help you avoid potential issues with the Dynamic Lab
Environment:
 Ensure that you are connected to a dedicated hardwired network connection on a
broadband internet connection.
 Do not use Wi-Fi connection because it is more susceptible to higher latency issues
impacting performance.
 Close all applications and documents you are not using for your virtual training; applications
running in the background may use up your computer's bandwidth and affect system
performance.
 You should not be connected to a corporate VPN while connecting to the virtual training
class.

Troubleshooting
Run both Connectivity Checker and Speed Test from appropriate application regions and submit
results to educationlabs@ca.com. Before the start of class, make sure your browser supports a
connection to the remote labs.

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CA Service Desk Manager 17.

33SVD20799 <course code>

33SVD2079LG1 <inventory code>

Startup: Start the CA

© 2017 CA. All rights reeserved.

LLab 10‐3 Cre

© 2017 CA. All

Startup: Start the CA Service Management Virtual Machines and

Access the CA Service Management Lab Application

Five VMs are available for this course.

CA Technologies CA Service Desk Manager 17.0: Basic Administration 200 1

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4. Double-click the desktop of the USDSERVER VM.

Suspend the VMs

1. Expand the VM toolbar, if necessary.

2 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION—DUPLICATION IS PROHIBITED

CA Technologies CA Service Desk Manager 17.0: Basic Administration 200 3

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION—DUPLICATION IS PROHIBITED

4 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

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Lab 2-1 Create a Ticket Using the Quick Profile

Goals Create a ticket using the Quick Profile.

4. Click Set Role.

5. Click the Quick Profile tab.

CA Technologies CA Service Desk Manager 17.0: Basic Administration 200 5

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8. In the Scratchpad section, in the text box, type the following:

10. To save the new incident, click Save.

11. To close the Incident Detail page, click (Close Window).

12. Click the Service Desk tab.

13. On the Scoreboard, expand Incidents\Assigned and click All.

6 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

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Lab 2-2 Create a New Incident from a Template

Goals Create a new incident from a template.

1. Click the Quick Profile tab.

2. Click Search  Select New Contact.

3. In the Quick Profile Contact Search pane:

4. In the Quick Profile Contact List pane, click Maya, Joshi.

5. In the Scratchpad pane:

6. On the Create New Incident page, click Save.

7. In the Incident Detail window, click (Close Window).

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION—DUPLICATION IS PROHIBITED

8. Click the Service Desk tab.

8 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

COMPANY CONFIDENTIAL AND PROPRIETARY INFORMATION—DUPLICATION IS PROHIBITED

Lab 2-3 Create a Ticket Template

Goals Create a ticket template.

1. If it is not already displayed, click the Service Desk tab.

2. Click File  New Incident.

3. On the Create New Incident page:

CA Technologies CA Service Desk Manager 17.0: Basic Administration 200 9

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6. In the Quick Profile Contact Search pane:

7. In the Quick Profile Contact List pane, click Chopra, Indira.

8. In the Scratchpad pane:

9. On the Create New Incident page, click Save.

10. In the Incident Detail window, click (Close Window).

11. Click the Service Desk tab.

10 CA Service Desk Manager 17.0: Basic Administration 200 CA Technologies

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Lab 2-4 Search for Incident Tickets

Goals Search for incident tickets.