CA Service Desk Manager

Integration version: 16.0

Configure CA Service Desk Manager integration in Google Security Operations SOAR

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

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Instance Name	String	N/A	No	Name of the Instance you intend to configure integration for.
Description	String	N/A	No	Description of the Instance.
Api Root	String	N/A	Yes	Address of the CA Service Desk Manager instance.
Username	String	N/A	Yes	The email address of the user which should be used to connect to CA Service Desk Manager.
Password	Password	N/A	Yes	The password of the according user.
Ticket Fields	String	customer.combo_name, category.sym,status.sym, priority.sym,active, log_agent.combo_name, assignee.combo_name, group.combo_name, affected_service.name, severity.sym,urgency.sym, impact.sym,problem.ref_num, resolution_code.sym, call_back_date, change.chg_ref_num, caused_by_chg.chg_ref_num, external_system_ticket, resolution_method.sym, symptom_code.sym, requested_by.combo_name, persistent_id, summary,description, open_date,last_mod_dt, resolve_date,close_date, ref_num	Yes	Ticket fields of the CA Service Desk Manager integration.
Run Remotely	Checkbox	Unchecked	No	Check the field in order to run the configured integration remotely. Once checked, the option appears to select the remote user (agent).

Note: You can make changes at a later stage if needed. Once configured, the Instances can be used in Playbooks. For detailed information on configuring and supporting multiple instances, see Supporting multiple instances.

Actions

Add Comment

Description

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

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

Assign Incident to User

Description

Assign an incident to a specific user.

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

Assign to Group

Description

Assign an incident to a particular group.

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

Change Ticket Status

Description

Change CA Desk Manager ticket status.

How to change ticket status

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

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

Close Ticket

Description

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

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

Create Ticket

Description

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

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Summary	String	N/A	Yes	Incident's summary text.
Description	String	N/A	Yes	Incident's description text.
Category Name	String	N/A	Yes	Incident's area name. Example: Software.
Group Name	String	N/A	Yes	Group name. Example: Test.
Username	String	N/A	Yes	User name.
Custom Fields	JSON	N/A	No	Specify a JSON object containing all of the needed fields and values. The structure is the following: { "field":"value" } If the same field is provided in the "Custom Fields" parameter and other parameters, the "Custom Fields" parameter value has priority.

Run On

This action runs on all entities.

Action Results

Script Result

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

Ping

Description

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

Parameters

N/A

Run On

This action runs on all entities.

Action Results

Script Result

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

Search Tickets

Description

Search tickets in CA Desk Manager by field.

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

JSON Result

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

Sync Ticket History

Description

Fetch and attach the entire ticket history to an alert.

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

JSON Result

[
    {
        "time_stamp": "1546944096",
        "analyst.combo_name": "Analyst",
        "type.sym": "Log Comment",
        "description": "Tests Comments."
    }
]

Wait for Status Change

Description

The waiting period of the change of the ticket status.

Parameters

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

Run On

This action runs on all entities.

Action Results

Script Result

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

JSON Result

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

Connectors

CA Service Desk Connector

Description

Fetch tickets from CA Desk Manager.

Configure CA Service Desk Connector in Google Security Operations SOAR

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

Connector parameters

Use the following parameters to configure the connector:

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

Connector Rules

Proxy Support

The connector supports Proxy.

Jobs

CA Close Ticket in CA for Closed Case

Description

Sync closure of the tickets at the CA Desk Manager with Google Security Operations SOAR cases closure.

Parameters

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

Sync Comments

Description

Sync comments from CA Desk Manager to Google Security Operations SOAR.

Parameters

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