Integrating with CA Workflow › CA Service Desk Process Definitions

CA Service Desk Process Definitions

There are several CA Workflow process definitions provided with CA Service Catalog that are to be used with the CA Workflow instance supplied with CA Service Desk Manager. These process definitions are to be associated with CA Service Desk Manager change order categories and one is started when a change order with the associated category is created. These process definitions provide steps that could be used when a change order for a hardware request item or a software request item is opened. Although these business processes might match yours it is likely that you will need to modify these process definitions to more closely match your business processes.

Note: Process definitions use a token to log in to CA Service Desk Manager. For details about creating this token, see the chapter “Integrating with CA Service Desk Manager.”

The USD process definitions are as follows, depending on whether you are using CA Service Desk Manager r12.5, CA Service Desk r12, or Unicenter Service Desk r11.2.

• For CA Service Desk Manager r11.2:
  • USM_HW_Fulfillment
  • USM_SW_Fulfillment
• For CA Service Desk Manager r12.5 or CA Service Desk r12:
  • USM_HW_Fulfillment_SD_r12
  • USM_SW_Fulfillment_SD_r12

USM_HW_Fulfillment (or USM_HW_Fulfillment_SD_r12)

The USM_HW_Fulfillment process definition is used when a hardware-related change order is created.

USM_HW_Fulfillment does the following:

• Sets the configuration and delivery users. By default, the change order Assignee value is used. There is a step in the workflow that can be customized to set other values for the configuration and delivery users.
• A Worklist task is assigned to the configuration user and an email sent to that user.
• When the configuration user completes the Worklist task, the status of the CA Service Catalog requested item is set to 1019 (Configured).
• A Worklist task is assigned to the delivery user and an email sent to that user.
• When the delivery user completes the Worklist task, the status of the CA Service Catalog requested item is set to 2000 (Fulfilled).
• The Close Ticket – CA Service Desk Manager process definition is used to close the change order.

USM_SW_Fulfillment (or USM_SW_Fulfillment_SD_r12)

The USM_SW_Fulfillment process definition is used when a software-related change order is created.

USM_SW_Fulfillment does the following:

• Sets the configuration and delivery users. By default, the change order Assignee value is used. There is a step in the workflow that can be customized to set other values for the configuration and delivery users.
• A Worklist task is assigned to the configuration user and an email sent to that user.
• When the configuration user completes the Worklist task, the status of the CA Service Catalog requested item is set to 1019 (Configured).
• A Worklist task is assigned to the delivery user and an email sent to that user.
• When the delivery user completes the Worklist task, the status of the CA Service Catalog requested item is set to 2000 (Fulfilled).
• The Close Ticket – CA Service Desk Manager process definition is used to close the change order.