Integrating with CA Workflow › CA Workflow-Driven Fulfillment › CA Service Desk Request Fulfillment › CA Service Desk Request Fulfillment Process Definitions

CA Service Desk Request Fulfillment Process Definitions

USM_FulfillmentUSDRequest

USM_FulfillmentUSDRequest does the following:

• Adds this process instance to those for the request for the Tracking tab.
• Gets basic information about the user and the user’s manager.
• Sets the fulfiller users. By default, the fulfiller values passed by the rule action are used. There is a step in the workflow that can be customized to identify up to three users who can fulfill this request item. It is recommended that spadmin or some other administrator ID be included in the list to allow for the situation where the fulfiller is unavailable to fulfill the request. Each fulfillment user should also be set in the FulfillmentUserList attribute, with the user IDs separated by semi-colons.
• Launches the USM_CreateUSDRequest Workflow process definition.
• Adds the launched USM_CreateUSDRequest process instance to those for the request for the Tracking tab.
• When the CA Service Desk Manager request is created, adds the CA Service Desk Manager request information to the request item so that it appears in the Related Ticket column when viewing the request.
• Sets the status of the requested item to USD Request Opened (1020).
• Adds a worklist task to each fulfiller’s task list, which pauses the process instance.
• Adds pending action records for each fulfiller, which enables this request to appear in the Pending Action list for the fulfiller.

  Important! Verify that the worklist task ID and process instance ID are passed to the appropriate web service call in your process definition. Doing so helps ensure that the process instance resumes when its related pending action is completed.

• Sends an email to each fulfiller and the Requested For user.
• If the fulfiller performs the task and clicks Confirm without actually changing the status to something other than Fulfilled or Fulfillment Cancelled, the fulfiller gets another task and email.
• When the status of the requested item is set to Fulfilled or Fulfillment Cancelled, the Requested For user is sent an email.

USM_CreateRequest

USM_CreateUSDRequest does the following:

• Gets information about the CA Service Catalog request.
• Creates a CA Service Desk Manager request.