Transition condition checking is bypassed when using INTERP as the SMAG field in a custom macro

Products

• CA Service Desk Manager

Issue/Introduction

When INTERP is used as the value of the SMAG field in a custom macro, the transition condition is bypassed and the processing moves on to evaluating the macro condition under the TO DO tab and performing the true/false actions based only on those evaluation results.

  

Cause

INTERP is designed to bypass the checking of the transition condition.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Use SURE_SET in place of INTERP as the value of the SMAG field in the custom macro. Or, do not specify a value, because SURE_SET is the default value.

SURE_SET is designed to always evaluate a transition condition before evaluating the property condition.  

For example, the Pending behavior of an Approval classic workflow task may be defined with both a Transition Condition and a Condition that compares the value of a property of a change order to a specific value:





The custom action macro under the TO DO tab should be coded with SURE_SET:

Additional Information

As per the product documentation about "Define Behavior Template" , Transition Information should be verified before checking any thing from the TODO tab. However, if a custom macro is being used, this only happens if that macro uses SURE_SET either by providing that value explicitly or not providing a value for the SMAG field at all (SURE_SET is the default value).

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/configure-ca-service-desk-manager/establishing-support-structure/setting-up-category-or-area/define-behavior-template.html

• To Do

   

  Identifies selected macros to run when the status change identified in the Status field takes place.
  
  
• Transition Information

   

  Identifies conditions that prevent the task from reaching the specified status, prior to the macros on the To Do tab run.