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Service Desk User Tasks (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed) › How to Integrate Service Desk to CA Clarity PPM User Tasks › Create CA Clarity PPM Change Order Tasks

Create CA Clarity PPM Change Order Tasks

Service Desk analysts use basic Service Desk functionality to manage and evaluate Service Desk change orders. When integrated with CA Clarity PPM, an additional Project field is available on the Service Desk Change Order form.

Service Desk includes predefined change order categories that are associated to predefined workflows. Your Service Desk administrator can define additional categories and workflows using these out-of-the-box components. If a Service Desk change order represents work to be tracked and managed on an existing CA Clarity PPM project, select the appropriate category.

When you create a Service Desk change order task, CA Clarity PPM sends an update to Service Desk. The log comment is entered in Service Desk Change Order Activity Log List.

To create a CA Clarity PPM change order task from Service Desk

  1. Open Service Desk change order.
  2. At Category, select Project.Maint Clarity Only from the drop-down.

    Note: If you have Harvest connected with CA Clarity PPM and you use Harvest to manage the source code, select Project.Maint Clarity Harvest.

  3. Complete the required fields listed in the following table:

Field

Description

Order Description

A detailed description of this change order or request.

On search windows that display this field, enter the first characters in the field and click Search.

Description

The Order Description from the original Service Desk change order that created the CA Clarity PPM task.

Need By Date

The date and time specified in the Service Desk ticket (e.g., change order) by which you want the ticket closed and resolved.

Project

Service Desk asset or project CI that was set up to point to the project in the external system, like Harvest or CA Clarity PPM. You must define the external project to Service Desk before you can initialize integration with the external project. This Project field is then used in the change order that you create to link it to the project in the external system.

Requester

The name of the person initiating the ticket (record). This person must be a defined contact in Service Desk.

Affected End User

The name of the person affected by the ticket (record). This may be the same person who reported the ticket. This person must be a defined contact in Service Desk.
  1. Click Save.
  2. Change the Service Desk change order Evaluate Clarity Task workflow task status from "Pending" to "Evaluate". The workflow invokes the integration process between Service Desk and CA Clarity PPM, and the CA Clarity PPM change order task is created on an existing CA Clarity PPM project.

    Note: The changes you make to workflow tasks do not display until you save the ticket.

  3. Click Save.