Integrating with Control Desk

You can configure your events from Cloud APM to automatically open tickets in IBM® Control Desk.

Use one of the following procedures:

• To open tickets in your on-premises IBM Control Desk V 7.6, complete the following steps:
  1. Configure your IBM SmartCloud Notes® email account for Control Desk to use an IMAP mail client. During configuration, you must ensure that you select Enable IMAP Access Now. For more information, see Enabling IMAP access in the IBM Connections Social Cloud Knowledge Center.
  2. In the Cloud APM console, click System Configuration > Advanced Configuration and then set the following parameters:

     Target Email Addresses

     Specify your SmartCloud Notes email address that is used to create Service Request tickets.

     Email Subject Line

     Specify a subject line for the email, such as PMaaS Event.

  3. Go to Marketplace support and select Service Request to submit a support ticket to complete you enablement.
     Provide the following information in your ticket:

     • SmartCloud Notes email address

       For example, user@ibmserviceengage.com.

     • SmartCloud Notes email password
     • SmartCloud Notes email fully qualified server name

       For example, imap.notes.na.collabserv.com.

     • SmartCloud Notes email port number

       For example, 993.

     • Customer IBM Control Desk URL

       Format the link as follows: https://<subscriber-id>.sccd.ibmserviceengage.com/maximo_t4hj/webclient/login/login.jsp?welcome=-true

  4. To configure the email listener to parse the email and to handle it appropriately when you want to assign tickets to other groups in your IBM Control Desk on Cloud, see Configuring e-mail listeners.
• To open tickets in your IBM Control Desk Cloud environment, complete the following steps:
  1. Go to Marketplace support and select Service Request to submit a support ticket to complete your enablement.
     Provide the following information in your ticket:

     • SmartCloud Notes email address

       For example, user@ibmserviceengage.com.

     • SmartCloud Notes email password
     • SmartCloud Notes email fully qualified server name

       For example, imap.notes.na.collabserv.com.

     • SmartCloud Notes email port number

       For example, 993.

     • Customer IBM Control Desk URL

       Format the link as follows: https://<subscriber-id>.sccd.ibmserviceengage.com/maximo_t4hj/webclient/login/login.jsp?welcome=-true

  2. To configure the email listener to parse the email and to handle it appropriately when you want to assign tickets to other groups in your IBM Control Desk on Cloud, see Configuring e-mail listeners.