Using Policies to Manage Requests › How Policies Apply to Individual Requests

How Policies Apply to Individual Requests

CA Service Catalog matches policies to individual requests according to priority and business unit (tenant) level in the following order. A match means that the request or one of its contents (such as a service, service option, or form) meets a condition in the policy. So, CA Service Catalog assigns the request pending action triggered by the condition to one or more assignees specified by the policy.

1. High-priority policies at the lowest level business unit (farthest from the root)
2. High-priority policies at the next lowest level business unit
3. High-priority policies at the remaining business unit levels, from the lowest though the highest (the root)
4. Low-priority policies at the lowest level business unit
5. Low-priority policies at the next lowest level business unit
6. Low-priority policies at the remaining business unit levels, from the lowest though the highest
7. Once CA Service Catalog matches a policy to a request, it considers other policies only if they are at the same priority and business unit level.
8. If CA Service Catalog finds two or more policies at the same priority and business unit level, it assigns requests pending action to all applicable assignees from all applicable policies.

The Catalog system requires all approvals from these assignees to advance the request pending action to the next status in the request lifecycle. To help avoid situations in which multiple policies and approvers apply to a single request pending action, create and maintain conditions to use specific criteria.