pre-con ed: building advanced workflows in ca service management

Pre-Con Ed: Building Advanced Workflows in CA Service ManagementDarren Arcangel – Sr. Principal Services ArchitectGary Eisenhuth – Sr. Services Architect – CA Technologies

AMX33E

AGILE MANAGEMENT

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Agenda

EXTENDING THE USE OF OOTB SERVICE MANAGEMENT PROCESSES

EXAMPLE SERVICE DESK PROCESSES

ENHANCED PAM EXCEPTION HANDLING PROCESS

EXAMPLE PROCESS MACRO TO SYNCHRONIZE UPDATES BETWEEN PRODUCTS

READING DATA FROM A CATALOG REQUEST FORM

STEPS TO CREATE A SERVICE DESK PROCESS

1

2

3

4

5

6


Synchronizing Status updates between CA Service Desk Manager and CA Service Catalog using CA Process Automation

Requirements– Execute CA Process Automation Macro gets defined in

CA Service Desk Manager– CA Process Automation Start Request Form must have

the tag macro defined – Defining a site condition Macro indicates when to trigger an Event – The variable @NX_TRIGGER_EVENTS_ON_CLOSE=Yes in NX.env allows

you trigger events on status close events


CA Process Automation Macro for CA Service Desk Manager


CA Process Automation Start Request Form DefinitionThe Tag keyword macro indicates this is CA Process Automation Macro


Reading Data from a CA Service Catalog Request Form

Requires getting the request item id value of the Form element in the CA Service Catalog Service Option

Use web service method getRequestItemRow to get the ID of the form element

The web services method getFormrateItemValues reads the values off the request form


Steps to create a CA Service Desk Process with CA Process Automation CA Process Automation Start Request Form must have

the tag chgcat for Change Orders and pcat for Requests

First step of the process uses the persid as input to obtain additional information related to the ticket

Select the prp object to read property values from the Service Desk ticket


Recommended Sessions

SESSION # TITLE DATE/TIME

AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm

AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm

AMT114S Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience 11/16/2016 at 3:00 pm


Must See Demos

Service Desk and Support Analyst xFlow Experience

Software and Hardware Asset Management

Request Management and Self-service

Management Insights –Reporting and Dashboards


Questions?


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pre-con ed: building advanced workflows in ca service management

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