Integrating with Rational Team Concert and Rational ClearQuest

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To support DevOps activities, you can optionally integrate IBM Control Desk 7.6, 7.5 (formerly IBM SmartCloud Control Desk; the product was renamed in version 7.5.3), or Tivoli Service Request Manager 7.2.1 with Rational Team Concert 3.0 or higher and Rational ClearQuest 7.1.2 or 8.0.0.

Enabling this integration allows users to associate Control Desk Problem records with Rational Team Concert or Rational ClearQuest defects, providing a link between your help desk, support, operations and development teams.

It is possible to associate other types of Control Desk records such as Changes, Incidents, or Work Orders to other types of work items in Rational Team Concert such as tasks, stories, or plan items in IBM Control Desk 7.5.1 or higher.  If this behavior is required, see Integrating with other record types, before proceeding with installation and configuration of this integration.

In IBM Control Desk 7.5.1 and higher, the integration has the following enhanced features:

  • Support for more than one Service Provider per deployment.
  • OAuth authentication is performed using an IBM certified Google API, as opposed to the OAuth solution implemented in the original Tivoli Service Request Manager integration.
  • Support for non-Jazz based Service Providers. The original integration supported only Jazz based tools.
  • Better alignment with Open Services for Lifecycle Collaboration (OSLC) standards.
  • Support for additional authentication schemes besides OAuth including basic auth, HTTPS, and single sign-on.

You can upgrade this integration if it was installed and used in Service Request Manager 7.2.1 or IBM Control Desk 7.5.  However, some manual upgrade and migration steps are required.  Therefore, it is strongly recommended that you use the integration provided in IBM Control Desk 7.5.1 or higher.



*In IBM Control Desk 7.6, this integration is installed automatically during fresh install or upgrade, but must be configured and enabled.

*In IBM Control Desk 7.5.1, 7.5.2, and 7.5.3 this integration can be installed from the Integrations section of the product Launch Pad, then configured and enabled.

In IBM Control Desk 7.5 and Tivoli Service Request Manager 7.2.1, the integration packages are provided on the ISM Library.

*Recommended install scenario.


To configure the integration in IBM Control Desk 7.5.1 or higher, see the Configuring OSLC Integrations documentation in IBM Knowledge Center.

For earlier versions, you may consult the Configuration section of the OSLC for Change Management 2.0 Guide to configure the integration for your environment.


Additional Information

Configuring single sign-on

This page contains additional information on how to configure the integration to use single sign-on.

Troubleshooting the Integration

This page contains additional information about troubleshooting the Rational Team Concert and Rational ClearQuest integration.

Custom attribute mapping configuration

This page contains information on how to map values from IBM Control Desk tickets to custom attributes in Rational Team Concert.

Integrating with other record types

This page contains information about how to associate Change, Incident, Work Order or other types of records in IBM Control Desk 7.5.1 to Tasks, Stories, Plan Items or other types of work items Rational Team Concert or Rational ClearQuest.