Establishing Support Structure › CA IT PAM Workflow Integration › CA IT PAM Integration with CA Service Desk Manager at Run Time

CA IT PAM Integration with CA Service Desk Manager at Run Time

When you enable the integration, CA Service Desk Manager users experience the following:

• On a new Request, Change Order, or Issue, a CA IT PAM process instance initiates based on the ticket category or area. Summary information immediately appears on the Workflow Tasks tab.
• When a Request Area, Change Category, or Issue Category changes, an attached CA IT PAM process instance terminates and a new process instance initiates.
• When a CA Service Desk Manager user attempts to close a Request, Change Order, or Issue where the CA IT PAM process instance is not yet complete, the user cannot close the ticket. Instead, the user must first cancel the ticket. The Cancel status terminates the CA IT PAM process instance before the ticket closes.
• When a user wants to understand the state of the process instance without navigating away from the ticket, the user can click the ticket Workflow Tasks tab. The Workflow Tasks tab shows the process instance start date, end date, current state, and a current audit trail of messages indicating the path of the process instance.
• When a user wants to see the current path of the process instance relative to the entire process, the user selects the View Process button on the Workflow Tasks tab. The View Process button launches a graphical snapshot of the entire process instance, and shows the current path.
• When a user wants to see CA IT PAM interaction request forms that are waiting for user action, the user can select any entry in the Workflow Tasks tab. The Workflow Tasks tab contains an audit trail of process instance messages that appear on the CA IT PAM task list.

Note: When a user selects the CA Service Desk Manager View Process button or CA IT PAM process instance messages, the system prompts for a CA IT PAM user name and password for a single browser session. After the initial prompt, the system does not prompt the user again until the CA Service Desk Manager browser closes.