The document discusses different types of reference and transactional support data that can be created and modified in Unicenter Service Desk. This includes reference data to accurately reflect business structures, configuration item records to store equipment information in the configuration management database, and various ticket record types used to classify, prioritize, and track the status of incidents, problems, requests, changes and issues. It also provides instructions on accessing the appropriate areas within the Unicenter Service Desk application to view and manage this configuration and ticket support data.

2.  Create/Modify Reference Data
 Create/Modify CI Support data
 Create/Modify Transactional Record Support
data
 Create/Modify Transactional Record
Operational data
 Grant Access to work list using eTrust IAM

3.  Reference Data is defined as the data records in
our business structure so that it accurately
reflects operational procedures used by Your
Business
 Examples of Reference Data are Contact
Types ,TimeZones, Positions, Locations etc.,

4. Start  Programs Computer Associates 
Unicenter  Service Desk  Service Web Client
Input Credentials  Administrations tab
Follow the above path to create/modify
Reference Data

5.  An asset that falls under control of
Configuration management & resides in CMDB
is called as “ Configuration Item”
 Configuration Item records support & enhance
info that can be kept for each Item stored in
CMDB
 Configuration Items can be classified as
Families, Classes,Companies,Models,Service
Status & Configuration Items.

6.  Specify Inventory Information
 Enable logging & Viewing of comments
associated with configuration item
 Identify Hierarchical Relationships between
Configuration Items
 Enable viewing of tickets associated with
Configuration Items

7. Start  Programs  CA  Unicenter  Service
Desk  Application data  Configuration Items
The above path is to be followed to create
various configuration Items

8.  Unicenter Service Desk uses different types of
tickets to support transactions with end users
Following Records are used in Tickets & Support
Transaction process:
 Priority Codes
 Impact Codes
 Urgency Codes
 Severity Codes
 Product Codes

9.  Reason Codes
 Reporting method Codes
 Role Codes
 Root Cause
 Timers
 Announcements
 Personalized Responses
 Sequence Numbers
Note : Impact  Extent of Disruption provided
to Business
Urgency : How quick the issue must be resolved

10.  Data that tells how a Ticket is handled
 For Incidents, Problems & Requests, These
Records can be coined as Status & Area Codes
 For Change Orders & issues, These Records are
coined as Status & Category Codes
Status Codes :
These describe overall progress of Ticket
towards Resolution & Closure

11. Area Codes :
Classify Incidents,Problems & Requests
Enable gathering of Information required to
resolve ticket using Properties
Category Codes:
Classify issues & Change Orders
Enables Workflow to be associated with change
orders/Issues

12.  eTrust IAM is central repository of user
information & Identities
 It defines user’s authentication & access to
other applications
 It has an LDAP Interface for use when it’s
configured to use CMDB