Integrating with CA Workflow › CA Workflow-Driven Fulfillment › Complex Fulfillment Rules and Actions › Fulfillment Rules and Actions

Fulfillment Rules and Actions

The Fulfillment rules have been renamed, as follows:

• When Category is Hardware and Status is Filled From Inventory (formerly WFHWFulfillment)
• When Category is Software and Status is Filled From Inventory Rule (formerly WFSWFulfillment)
• When Category is None and Status is Pending Fulfillment (formerly WFNoneFulfillment)
• When Category is neither Hardware or Software and Status is Filled From Inventory Rule (formerly WFOtherFulfillment)

The former names are retained here for compatibility, in case you have not yet started using the new rules.

When Category is Hardware and Status is Filled From Inventory Rule

formerly WFHWFulfillment. The When Category is Hardware and Status is Filled From Inventory rule is launched when a request item status changes and these conditions are satisfied:

• old status <> 1002 - The old status is not Filled From Inventory (1002)
• new status = 1002 - The new status is Filled From Inventory (1002)
• category = 1 – The service option element category is Hardware (1)
• 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 requested hardware item’s status is changed to Filled From Inventory.

There are two actions associated with this rule:

• Launch USM_HW_PC_Fulfillment Workflow (formerly Workflow Hardware Fulfillment)
• Launch USM_HW_Fulfillment_USD Workflow (formerly Workflow Hardware Fulfillment USD)

These two actions are mutually exclusive and only one must be enabled.

Launch USM_HW_PC_Fulfillment Workflow is used to notify one or more fulfillers via email that action is needed to fulfill a requested item. Launch USM_HW_Fulfillment_USD Workflow is used to open a CA Service Desk Manager Change Order, associating any assigned assets.

Launch USM_HW_PC_Fulfillment Workflow Action

formerly Workflow Hardware Fulfillment. The Launch USM_HW_PC_Fulfillment Workflow action associated with this rule uses the following values:

• Type – Workflow
• Process Definition – USM_HW_PC_Fulfillment
• Process Parameters –

  RequestedForUserID = $req_for_user_id$
  RequestDesc = $request_name$
  BusinessUnit = $domain$
  RequestItemName = $rate_item_name$
  RequestItemID = $id$
  FulfillmentUser1 = spadmin
  FulfillmentUser2 =
  FulfillmentUser3 =
  FulfillmentUserList = spadmin
  RequestID = $request_id$

This action launches the USM_HW_PC_Fulfillment process definition, passing the information necessary to 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 USM system 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_HW_PC_Fulfillment Workflow process definition. Additional rules can also be created that assign this fulfillment task to different users based on other rule filters.

Launch USM_HW_Fulfillment_USD Workflow Action

formerly Workflow Hardware Fulfillment USD. The Launch USM_HW_Fulfillment_USD Workflow action associated with this rule uses the following values:

• Type – Workflow
• Process Definition – USM_HW_Fulfillment_USD
• 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
  RequestID = $request_id$

This action launches the USM_HW_Fulfillment_USD Workflow process definition, passing the information necessary to open a CA Service Desk Manager change order.

When Category is Software and Status is Filled From Inventory Rule

formerly WFSWFulfillment. The When Category is Software and Status is Filled From Inventory rule is launched when a request item status changes and these conditions are satisfied:

• old status <> 1002 - The old status is not Filled From Inventory (1002)
• new status = 1002 - The new status is Filled From Inventory (1002)
• category = 0 – The service option element category is Software (0)
• 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 requested software item status is changed to Filled From Inventory.

There are two actions associated with this rule:

• Launch USM_SW_PC_Fulfillment Workflow (formerly Workflow Software Fulfillment)
• Launch USM_SW_Fulfillment_USD Workflow (formerly Workflow Software Fulfillment_USD)

These two actions are mutually exclusive and only one must be enabled.

Launch USM_SW_PC_Fulfillment Workflow is used to notify one or more fulfillers via email that action is needed to fulfill a requested item. Launch USM_SW_Fulfillment_USD Workflow is used to open a CA Service Desk Manager change order, associating any assigned assets.

Launch USM_SW_PC_Fulfillment Workflow Action

formerly Workflow Software Fulfillment. The Launch USM_SW_PC_Fulfillment Workflow action associated with this rule uses the following values:

• Type – Workflow
• Process Definition – USM_SW_PC_Fulfillment
• Process Parameters –

  RequestedForUserID = $req_for_user_id$
  RequestDesc = $request_name$
  BusinessUnit = $domain$
  RequestItemName = $rate_item_name$
  RequestItemID = $id$
  FulfillmentUser1 = spadmin
  FulfillmentUser2 =
  FulfillmentUser3 =
  FulfillmentUserList = spadmin
  RequestID = $request_id$

This action launches the USM_SW_PC_Fulfillment Workflow process definition, passing the information necessary to 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_SW_PC_Fulfillment process definition. Additional rules can also be created that assign this fulfillment task to different users based on other rule filters.

Launch USM_SW_Fulfillment_USD Workflow Action

formerly Workflow Software Fulfillment USD. The Launch USM_SW_Fulfillment_USD Workflow action associated with this rule uses the following values:

• Type – Workflow
• Process Definition – USM_SW_Fulfillment_USD
• 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
  RequestID = $request_id$

This action launches the USM_SW_Fulfillment_USD Workflow process definition, passing the information necessary to open a CA Service Desk Manager Change Order.

When Category is neither Hardware or Software and Status is Filled From Inventory Rule

formerly WFOtherFulfillment. This rule is launched when a request item status changes and these conditions are satisfied:

• old status <> 1002 - The old status is not filled from inventory (1002)
• new status = 1002 - The new status is filled from inventory (1002)
• category > 1 – The service option element category is not None (-1), Software (0) or Hardware (1)
• 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 requested item’s status is changed to Filled From Inventory and the category of the requested item is not hardware or software.

The action associated with this rule is named Launch USM_Notify_Fulfillment Workflow (formerly Workflow Other Fulfillment). This action uses the following values:

• Type – Workflow
• Process Definition – USM_Notify_Fulfillment
• 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
  RequestID = $request_id$
  StatusFulfillment = 1000

This action launches the USM_Notify_Fulfillment Workflow process definition, passing the information necessary to assign a fulfillment needed task to the appropriate fulfillment user(s) (up to three) and set the status of the requested item as desired (the default is Pending Fulfillment (1000)).

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_Notify_Fulfillment process definition. Additional rules can also be created that assign this fulfillment task to different users based on other rule filters.

When Category is None and Status is Pending Fulfillment Rule

formerly WFNoneFulfillment. This 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)
• category = -1 – The service option element category is None (-1)
• 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 requested item using the category None first enters the fulfillment phase.

The action associated with this rule is named Launch USM_Set_Fulfilled Workflow (formerly Workflow Set Fulfilled). This action uses the following values:

• Type – Workflow
• Process Definition – USM_Notify_Fulfillment
• Process Parameters –

  BusinessUnit = $domain$
  RequestID = $request_id$
  RequestItemID = $id$

This action launches the USM_Set_Fulfilled Workflow process definition, passing the information necessary to set the status of the request item to Fulfilled (2000). This means if a service option element has a Category of None, no fulfillment is needed.