How to change the status of the CA SDM ticket automatically with Macros and Events.
Article ID: 10328
Updated On:
Products
Issue/Introduction
How to change the status of the CA SDM ticket automatically with Macros and Events.
Environment
CA Service Desk Manager 17.3 All Supported Operation Systems
Resolution
1. Create a Site Defined Macro.
Administration Tab -> Events and Macros -> Macros
Symbol/Name of the Macro: Awaiting End User
Object Type: Request/Incident/Problem
Macro Type: Site Defined Condition
Site Defined Conditions of the Macro
Active= Yes
Status = Awaiting End User Response
Note: There is a already an OOTB default action macro called "Set Status = In Progress"
2. Create an event
Administration Tab -> Events and Macros -> Events
Name: Awaiting End User Automatic Status Change
Object Type: Request/Incident/Problem
3. Map both the macro created in Step #1 and the OOTB "Set Status = In Progress" macro to the created event.
Map "Awaiting End User" macro under the Configuration Information tab
Map "Set Status = In Progress" macro under 'Update Actions on True' under Action Information tab.
4. In Activity Notifications for "Log Comment", map the event "Awaiting End User Automatic Status Change" created in Step #2
Administration Tab -> Notifications -> Activity Notifications
Under Events Tab, select Update Events and search for "Awaiting End User Automatic Status Change" event created in Step #2
5. Create a Request/Incident and change status to "Awaiting User Response"
6. Log a comment in the ticket. You should notice that the status on the ticket will be changed to "In Progress" automatically
Additional Information
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/administering-ca-service-desk-manager/macros-and-events.html
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/service-catalog-management/manage-events-rules-actions.html
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