Synchronizing Rational ClearQuest defects with Service Desk incidents

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

  1. Open a defect through Rational ClearQuest and send to Service Desk.
    1. 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.
    2. Select the Ready to Create in Service Desk check box to indicate that the defect is ready to be sent.
    3. 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.
  2. Respond to a Service Desk incident and return to Rational ClearQuest.
    1. In Service Desk, open the incident.
    2. In the Details section, click the Edit icon. Change the status from New to In Process. Change the priority, if necessary.
    3. In the Notes section, click the Edit icon. Specify the appropriate text type, enter text, and then click Back.
    4. Click Save.
  3. Create an incident in Service Desk and transfer to ClearQuest.
    1. In Service Desk, create an incident.
    2. Select the transaction type with the Rational Connector for SAP Solution Manager enabled.
    3. Complete all the required fields and click Save.
    4. In the External Help Desk section, edit the corresponding server. Select the Solution Manager Project and click Save.
    5. Under Actions, click Forward to External Help Desk.

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