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The following sub entity types are supported as part of Change Request:
Member | Description |
Worklog | The worklog is used to track the actual work and progress made against a particular change request. |
Communication | All the incoming and outgoing communications related to the change request. |
Attachment | Attachments are files that users have uploaded and attached to a parent entity. |
Configuration Item | The configuration item associated with the change request. |
Related Tickets | Related Tickets describe the relationships established between multiple ticket dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. |
Activity | The activity entity contains historical information about changes that have been made to a change request. The activity entity is read-only via the API. The list call supports activity. |
SLA Compliance | Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the change request. |
Configuration Item
The Configuration Management Database (CMDB) within CA Cloud Service Management is considered the cornerstone of IT Service Support, providing a centralized view of IT data that is essential to delivering consistent, reliable, effective, and efficient service to your business customers.
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The sub entities that are associated with the incident ticket should be separately queried, updated, or deleted. The following sub entity types are supported as part of Incident Ticket:
Member | Description |
Worklog |
The worklog is used to track the actual work and progress made against a particular incident ticket. |
Communication |
All the incoming and outgoing communications related to the incident ticket. | |
Attachment |
Attachments are files that users have uploaded and attached to a parent entity. | |
Configuration Item | The configuration item associated with the incident ticket. |
Related Tickets |
Related Tickets describe the relationships established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. | |
Activity |
The activity entity contains historical information about changes that have been made to an incident ticket. The activity entity is read-only via the API. The list call supports activity. |
SLA Compliance |
Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the incident ticket. |
Knowledge Article
The CA Cloud Service Management Knowledge Management module improves the quality of decision making made by staff, and management. The module helps to ensure, that reliable and safe information is available to resolve service issues.
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The sub entities that are associated with the problem ticket can be separately queried, updated, or deleted. The following sub entity types are supported as part of Problem Ticket:
Member | Description |
Worklog |
The worklog is used to track the actual work and progress that is made against a particular problem ticket. |
Communication |
All the incoming and outgoing communications that are related to the problem ticket. |
Attachment |
Attachments are files that users have uploaded and attached to a parent entity. |
Configuration Item |
The configuration item that is associated with the problem ticket. |
Related Tickets |
Related Tickets describe the relationships that are established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. |
Activity |
The activity entity contains historical information about changes that have been made to a problem ticket. The activity entity is read-only via the API. The list call supports activity. |
SLA Compliance |
Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the problem ticket. |
Service Request
Role
The role refers to the actions and activities that are required for or from a person or group. For example, Change Manager, Service Delivery Supervisor.
Individual contacts and support groups within Service Desk can be brought together into a Role. Such grouping of support groups or contacts offers a more effective way of managing permissions.
The detailed information for one or more support group entities can be queried using the Service Desk WS API.
Service Request
CA Cloud Service Management lets you publish a catalog of common requests for IT and non-IT services. Service Catalogs leverage the routing capabilities, approvals, service-level management, and other features within the application necessary to fulfill a request.
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The sub entities that are associated with the service request should be queried, updated, or deleted separately. The following sub entity types are supported as part of Service Request:
Member | Description |
Worklog |
The worklog is used to track the actual work and progress made against a particular service request. | |
Communication |
All the incoming and outgoing communications related to the service request. | |
Attachment |
Attachments are files that users have uploaded and attached to a parent entity. | |
Configuration Item |
The configuration item associated with the service request. | |
Related Tickets |
Related Tickets describe the relationships established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. | |
Activity |
The activity entity contains historical information about changes that have been made to a service request. The activity entity is read-only using the API. The list call supports activity. | |
SLA Compliance |
Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the service request. |
Group
The concept of a Support Group is to have Service Desk Analysts who handle the same type of assignments that are grouped, organized as more skilled work groups, or support groups providing a higher level of technical support.
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The sub entities that are associated with the task ticket must be queried, updated, or deleted separately. The following sub entity types are supported as part of Task Ticket:
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Member | Description |
Worklog |
The worklog is used to track the actual work and progress that is made against a particular task ticket. |
Communication |
All the incoming and outgoing communications that are related to the task ticket. |
Attachment |
Attachments are files that users have uploaded and attached to a parent entity. |
Configuration Item |
The configuration item that is associated with the task ticket. |
Related Tickets |
Related Tickets describe the relationships that are established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. |
Activity |
The activity entity contains historical information about changes that have been made to a task ticket. The activity entity is read-only using the API. The list call supports activity. |
SLA Compliance |
Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the task ticket. |
Ticket
This entity allows access to the Service Desk functionality for all Types of Tickets as a generic ticket entity. The ticket entity including the associated child/sub entities can be queried, inserted, and updated by the Service Desk WS API. The custom fields that are associated with a ticket are treated as part of the base entity.
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The sub entities that are associated with the ticket should be queried, updated, or deleted separately. The following subentity types are supported as part of Ticket:
Member | Description |
Worklog |
The worklog is used to track the actual work and progress that is made against a particular ticket. |
Communication |
All the incoming and outgoing communications that are related to the ticket. |
Attachment |
Attachments are files that users have uploaded and attached to a parent entity. |
Configuration Item |
The configuration item that is associated with the ticket. |
Related Tickets |
Related Tickets describe the relationships that are established between multiple tickets dependencies between multiple tickets when working through your support requests. "Master" and "Sub" tickets have a hierarchical relationship where "Related" tickets are viewed as on the same level. |
Activity |
The activity entity contains historical information about changes that have been made to a ticket. The activity entity is read-only by the API. The list call supports activity. |
SLA Compliance |
Provides real-time SLA compliance data to determine the status regarding achievement of SLA Targets applicable to the ticket. |
Web Services Communication
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