How do I cancel all remaining Change Order (CO) tasks within CA Service Desk Manager (CA SDM) if one of them is Rejected?

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Article ID: 17467

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Consider the following scenario:

A Change Order with multiple Tasks flows in a normal process, with tasks being approved, until one of them is Rejected.

The remaining Tasks are in a Pending status and the Change Order cannot be closed because there are Tasks to be completed (CA SDM will not allow a Change Order to be closed with tasks to be completed).

Why are the remaining tasks not cancelled immediately? How can they be cancelled?



Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component:

Resolution

CA Service Desk (SDM) does not cancel the remaining tasks if one of them is Rejected. There is no way to configure such behavior out of the box.

Although there is a Cancelled status for Change Order Tasks. This status is for CA SDM internal use only - Article 20750 discusses this with details.

The way to achieve this is to have the Change Order cancelled. This will automatically cancel any task which have a Pending status.