Establishing Support Structure › CA IT PAM Workflow Integration › Attach a CA IT PAM Process Definition

Attach a CA IT PAM Process Definition

When you attach a CA IT PAM process definition to a CA Service Desk Manager ticket area or category, you create a static connection between a CA Service Desk Manager ticket area or category and a CA IT PAM process definition.

When a CA Service Desk Manager user creates or edits a ticket and selects a ticket category, the associated CA IT PAM process definition launches into a process instance. Pertinent information about the process instance appears on the Workflow Tasks tab on the ticket.

To attach a process definition

  1. On the Administration tab, select Service Desk.
  2. Navigate to the ticket Areas or Categories.

    The Area or Category List appears.

  3. Create or edit a ticket area or category.

    The Update page appears.

  4. Click the Workflow tab.

    If the CA IT PAM Options are installed in the CA Service Desk Manager Options Manager, the Use CA IT PAM button is available on the Workflow tab.

  5. Click the Use CA IT PAM,

    The CA IT PAM Start Form Request List appears. Each row in the list is a CA IT PAM Start Request Form.

    Note: You can use CA IT PAM, CA Workflow, or the CA Service Desk Manager internal workflow to manage different ticket areas or categories. However, a single category can only use one workflow tool at a time.

  6. Click the value in the Name column to select the process definition associated with this Start Request Form.

    The CA IT PAM Start Form Request List closes. The process definition name and process definition reference path appear on the Workflow tab.

  7. Click Save.

    The system saves the process settings. The next ticket that a user creates in the specified ticket area or category automatically attaches the workflow and creates a process instance. The ticket Workflow Tasks tab shows a summary of the process instance information. Additionally, a user can access additional information about the process instance by clicking View Process on the Workflow Tasks tab.