Integrating with CA Workflow › CA Workflow-Driven Fulfillment › CA Service Desk Request Fulfillment › CA Service Desk Request Fulfillment Rules and Actions

CA Service Desk Request Fulfillment Rules and Actions

There is one rule associated with the CA Service Desk Manager request fulfillment process: When Status is Pending Fulfillment (formerly WFAllUSDRequestFulfillment and WFAllSimpleFulfillment). These two rules have been combined into one rule.

When Status is Pending Fulfillment

The When Status is Pending Fulfillment rule is launched when a request item status changes and these conditions are satisfied:

• 800 <= old status <= 999 – The old status is in the approved range
• new status = 1000 - The new status is Pending Fulfillment (1000)
• rate_item_col = 0 - This service option element is the first service option element in its row of service option elements

This rule condition ensures that the rule is used only when a request first enters the fulfillment phase.

The action associated with this rule is named Launch USM_CheckAvailability Workflow (formerly Workflow Check Availability Received). This action uses the following values:

• Type – Workflow
• Process Definition – USM_FulfillmentUSDRequest
• Process Parameters –

  RequestedForUserID = $req_for_user_id$
  RequestDesc = $request_name$
  BusinessUnit = $domain$
  RequestItemName = $rate_item_name$
  RequestItemID = $id$
  RequestByUserID = $req_by_user_id$
  FulfillmentUser1 = spadmin
  FulfillmentUser2 =
  FulfillmentUser3 =
  FulfillmentUserList = spadmin
  OfferingName = $offering_name$
  RequestArea = USM
  Template =
  Priority = 3
  OfferingID = $offering_id$
  GroupID = $group_id$
  RequestID = $request_id$

This action launches the USM_FulfillmentUSDRequest Workflow process definition, passing the information necessary to create a CA Service Desk Manager Request, assign a fulfillment needed task to the appropriate fulfillment user(s) (up to three).

Note: By default, the fulfillment user who is assigned the fulfillment needed task is spadmin, the default Service Delivery Administrator. If more than one fulfillment user is specified, all users must be indicated in the FulfillmentUserList field, separated by semi-colons. Also be aware that additional logic as to who the correct fulfillment user is can be added to the USM_FulfillmentUSDRequest process definition. Additional rules can also be created that assign this fulfillment task to different users based on other rule filters. The first fulfillment user (FulfillmentUser1) is the assignee of the CA Service Desk Manager Request.