Service Desk Integration Data Dictionary
AssetTrack to Service Desk Data Mappings
| Field | AT Field | SD Field | Comment |
|---|---|---|---|
| Asset Tag | Asset.AssetTag | ca_owned_resource.resource_tag | Shown in SD header section as Alt CI ID |
| Serial Number | Asset.SerialNumber | ca_owned_resource.serial_number | Shown in SD header section as Serial Number |
Mac Address | Asset.MacAddress | ca_owned_resource.mac_address | Shown in SD header section as MAC Address |
| Description | Asset.Description (Called Comments in AT field list) | ca_owned_resource.resource_description | Shown in SD's header section |
| Asset Name | Asset.AssetName | ca_owned_resource.resource_name | Shown in SD's header section |
| Host Name | Asset.HostName | ca_owned_resource.host_name | Shown in SD's header section |
| Service Status | Asset.ServiceStatus | ca_owned_resource.resource_status (FK to ca_resource_status) | Shown in SD's Inventory tab as Status |
| Acquisition Date | Asset.AcquireDate | ca_owned_resource.acquire_date | Shown in SD's Inventory tab |
| Installation Date | - | ca_owned_resource.installation_date | Shown in SD's Inventory tab |
| Warranty Start Date | - | usp_owned_resource.nr_wrty_st_dt (Warranty Start Date) | Shown in SD's Inventory tab |
| Warranty End Date | Asset.WarrantyEndDate | usp_owned_resource.nr_wrty_end_dt (Warranty End Date) | Shown in SD's Inventory tab |
| Assignee | Asset.AssigneeID | ca_owned_resource.resource_contact_uuid (FK to ca_contact) | Shown in SD's Contact tab |
| Location | Asset.LocationID | ca_owned_resource.location_uuid (FK to ca_location) | Shown in SD's Location tab Attempting to publish a multi-level location (any location deeper than level 1) will cause the SD Handler to throw an exception. This is intended to prevent data loss. Per a support incident with CA SD support [20588284], we discovered that Service Desk 12.1 does not support hierarchical locations out of the box. It does when SD is integrated with APM and SD is customized to pick them up (APM is used to create the hierarchy). We support out-of-the-box-SD-integration, so we do not support this customization. |
| Floor Location | Asset.CAFloorLocation | ca_owned_resource.floor_location | Shown in SD's Location tab (Floor) |
| Room Location | Asset.CARoomLocation | ca_owned_resource.room_location | Shown in SD's Location tab (Room) |
| Cabinet Location | Asset.CACabinetLocation | ca_owned_resource.cabinet_location | Shown in SD's Location tab (Cabinet) |
| Shelf Location | Asset.CAShelfLocation | ca_owned_resource.shelf_location | Shown in SD's Location tab (Self) |
| Slot Location | Asset.CASlotLocation | ca_owned_resource.slot_location | Shown in SD's Location tab (Slot) |
| Model | Asset.ProductID | ca_owned_resource.model_uuid (FK to ca_model_def) | Shown in SD's Inventory tab |
| Manufacturer | Asset.Product.ManufacturerID | ca_owned_resource.manufacturer_uuid (FK to ca_company) | Shown in SD's Inventory tab |
| Family | Asset.Product.AssetType (Level 1) | ca_owned_resource.resource_family | Shown in SD's header section |
| Class | Asset.Product.AssetType (Level 2) | ca_owned_resource.resource_class | Shown in SD's header section |
Organization One supported
| Asset.OrganizationID | This mapping is controlled by the Settings > CA Service Management > Import > Import orgs from setting. You can target any of the following three fields: ca_owned_resource.maintenance_org_uuid (FK to ca_organization) ca_owned_resource.responsible_org_uuid (FK to ca_organization) ca_owned_resource.org_bought_for_uuid (FK to ca_organization) | Shown in SD's Service tab. Attempting to publish a multi-level org (any org deeper than level 1) will cause the SD Handler to throw an exception. This is intended to prevent data loss. |
| Cost Center | Asset.CostCenterID | ca_owned_resource.cost_center_uuid | |
| Date Modified | Asset.DateModified | ca_owned_resource.last_update_date |
|
| Inactive | Inactive (Handler field) | ca_owned_resource.inactive | You can update this field. If the value of this field is 1 (inactive=true) in the MDB, you may not use AssetTrack to update this field in any way. We can probably change this, but this is the current implementation. |
Publishing asset lookup sequence
The SD handler can create new assets and also update existing assets. The handler always tries to look up assets using the following sequence. If a given field is empty, then it moves to the next one and searches ca_owned_resource.
- Asset Tag
- Serial Number
- MAC Address
If multiple assets have duplicated values for any of the fields above, only the first one is considered; all others are ignored.