Establishing Support Structure › Change Order and Issue Categories › Rules for Changing Categories on a Ticket

Rules for Changing Categories on a Ticket

The following rules affect only workflow tasks.

• If the previous category used CA Workflow or Classic Workflow and the new category uses CA Process Automation the CA Process Automation process definition links to a workflow on a CA Process Automation server.
• If both the old and new categories use CA SDM workflow, the rules from previous releases apply.
• If the new category uses CA Workflow or CA Process Automation and the old uses CA SDM workflow, the following occurs:
  • All incomplete and pending (those tasks that can be updated) workflow tasks of the CA SDM 6.0 style, are set to Cancelled status, regardless of the KEEP_TASKS option. Any completed workflow tasks remain, but they cannot be reopened.
  • All incomplete and nonactive tasks (such as tasks in Wait status) are deleted.
  • The CA Workflow or CA Process Automation definition instantiates.
• If the new category uses CA SDM workflow and the old category uses CA Workflow or CA Process Automation, the following occurs:
  • The CA Workflow or CA Process Automation instance is forcibly set to a status of Terminated.
  • The new category workflow tasks are added as normal.
• If both the old and new categories use CA Workflow, the following occurs:
  • If the old and new categories point to the same process definition, the running instance from the previous category continues.
  • If the old and new categories point to different process definitions, the old instance is set to Terminated and the definition from the new category instantiates.

In a CA SDM workflow, a ticket with a running CA Workflow or CA Process Automation instance cannot be closed. The Accumulate, Expedite, and Insert Task functions are disabled for tickets using CA Workflow.