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CA SDM uses conditions and actions defined as events to schedule, process, and track tickets and service types automatically. Each event has three generic behavior characteristics: conditions, actions on true, and actions on false. In addition, a delay time is associated with the condition (and thus the event) and measured from the time the ticket is saved. The delay time determines when the condition is evaluated. You can also create automatic events to cause a specific action to occur every time a specific event occurs. For example, you can cause notification to occur automatically for a transferred issue with a priority of P1 that remains open for more than one hour.
A condition is any measurable state of a ticket. A ticket with a state of “unassigned” is an example of a condition. This condition can then be associated with an action that occurs when the condition is true or when the condition is false. For example, in the predefined 12-hour resolution service type, there is an associated event named 1 hr unassigned with “Unassigned Issue” as its condition. The action defined for this event is to notify the issue group manager when the condition is true, with a delay time of one hour. If 12-hour resolution was assigned to an issue, the behavior would be to “wake-up” one hour after the record was saved, verify if the issue was still unassigned, and notify the issue group manager if it had not been assigned.
You can assign a single action or a list of actions to occur for each monitored event. When an event occurs that matches a condition, CA SDM automatically processes the actions associated with the condition. In some cases, actions automatically process the object or can cause notification to occur.
Some of the predefined events for issues are shown in the following table. There are similar predefined events for requests and change orders, and several others relating to the predefined service types:
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Event |
Description |
|---|---|
|
P1 Active Issue Notify assignee |
Notifies the assignee when the issue is active for more than 1 hour and the priority is 1. |
|
P2 Active Issue Notify assignee |
Notifies the assignee when the issue is active for more than 1 day and the priority is 2. |
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Unassigned Issue Transfer |
Transfers issues when they remain unassigned for more than 1 day; notifies the previous assignee, the issue creator, and the new assignee. |
After events are defined, they can be attached manually or automatically to tickets and service types, as is the case with predefined service types. Multiple events can be attached to each service type.
Important! Do not use the Options Manager to install automatic events until the events are created. Turning on automatic events before events exist seriously impairs performance. For more information about how to define events, and event options such as auto_events, chg_auto_events, and iss_auto_events, see the Online Help.
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