Integrating with CA Process Automation › How to Set Up Rules, Actions, and Processes for Approval and Fulfillment › CA Process Automation-Driven Fulfillment › CA Process Automation Complex Fulfillment

CA Process Automation Complex Fulfillment

The first step of the complex fulfillment phase is for the appropriate department to check the availability of the requested item. For hardware and software this may be the IT Services department. For other categories, the department may be different.

For hardware and software items, if the requested item is found in available inventory, then you can optionally do one of the following:

• Notify the IT Services department to fulfill the request.
• Integrate with another product, such as CA Service Desk Manager, to perform an action, such as opening CA Service Desk Manager change order.

For items that are neither hardware nor software, if the requested item is found in available inventory, then the appropriate department is notified to fulfill the request.

For all items, if the requested item is not found in available inventory, then the Procurement department is notified that the requested item needs to be purchased. After the status of the requested item is set to Received, it is assumed that the item is then in available inventory and the appropriate department is to check the inventory as before.

If the IT Services department or other appropriate department is notified that fulfillment is needed, the user assigned the fulfillment task sets the request item status to Fulfilled. When all request item statuses are set to Fulfilled, the system changes their statuses to Completed, as appropriate. This allows billing from Accounting Component.

If you have integrated with another product, then you may configure an associated workflow process (a CA Process Automation process or a CA Workflow process definition) in that product to manage the rest of the fulfillment process. For example, if you configure the CA Process Automation process to create a CA Service Desk Manager change order, then, after the change order is closed, the associated workflow process in CA Service Desk Manager sets the request item status to Fulfilled.

If for some reason, the requested item cannot be fulfilled, then the status is set to Fulfillment Cancelled, which the system changes to Cancelled when all of the request item statuses are set to Fulfilled or Fulfillment Cancelled, marking the end of the fulfillment phase.