Work with Rational® ClearQuest® defects and SAP
Solution Manager Service Desk incidents.
About this task
You send a ClearQuest defect
to a Service Desk incident. From the Service Desk incident you respond
to that defect. You also create a Service Desk incident and send it
to ClearQuest.
For
more information about synchronization, see Rational Quality
Manager and Rational ClearQuest.
Procedure
- Open a defect through Rational ClearQuest and send to Service
Desk.
- On the main tab, fill all the required fields. If Rational ClearQuest was configured correctly and
the package was applied, an SAP tab becomes
available.
- Select the Ready to Create in Service Desk check
box to indicate that the defect is ready to be sent.
- Click Save. The defect is sent
to Service Desk as an incident.
Important: After
a defect is sent to Service Desk, most fields on the SAP page
cannot be modified in Rational ClearQuest. Links are provided
in Rational ClearQuest and Service Desk for navigation.
Any modifications that are done in Service Desk are synchronized with ClearQuest.
- Respond to a Service Desk incident and return to Rational ClearQuest.
- In Service Desk, open the incident.
- In the Details section, click the Edit icon.
Change the status from New to In
Process. Change the priority, if necessary.
- In the Notes section, click the Edit icon.
Specify the appropriate text type, enter text, and then click Back.
- Click Save.
- Create an incident in Service Desk and transfer to ClearQuest.
- In Service Desk, create an incident.
- Select the transaction type with the Rational Connector for SAP Solution Manager
enabled.
- Complete all the required fields and click Save.
- In the External Help Desk section,
edit the corresponding server. Select the Solution Manager Project
and click Save.
- Under Actions, click Forward
to External Help Desk.