A key characteristic of the predefined foundation content is the automation of approvals and notifications for actions that complete the service fulfillment process. This automation makes the services "actionable." Service designers accomplish this goal through the workflow capabilities included with CA Process Automation.
All services in the predefined foundation content invoke the workflow-driven approval process. This process sends an email to the manager of the requestor, indicating the requiring approval for the request. The email includes a link to the approval page in CA Service Catalog to streamline the approval process. To use a different approval process for individual services, select a different approval mechanism for those services through the Service Builder.
After a service request has been approved, the requested items in the service option group then follow a fulfillment workflow. The category specified for the requested component determines the workflow. The predefined service option groups contain components that belong to one of these categories: Hardware, Software, or Service.
The event rules for each category control the notifications generated as the components of the request move through the stages of fulfillment. The foundation content, as delivered, follows the predefined rules for each category. You can customize these rules to address your specific requirements.
The predefined foundation content provides a category-class-subclass structure for your use.
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