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Establishing Support Structure

This section contains the following topics:

Support Structure

Models

CA Workflow

CA Process Automation Workflow Integration

Shared Codes

Status Codes

Task Types

Incident Tracking

Request/Incident/Problem Areas

Change Order and Issue Categories

Automatic Closure of Tickets

Related Ticket Activities

Priority Calculation

Status Transitions and Dependent Attribute Controls

Status Transitions for Self-Service

Timers

Time Zones

File Attachments

Announcements

Stored Queries Setup

Sequence Numbers

Audit Log Use

Integration with CA Network and Systems Management