What should happen to Classic Workflow tasks on a Change order when the Change Order category changes?

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Change Order categories in Service Desk commonly have associated Workflow tasks. If the category for a particular Change Order is changed, what should happen to the Workflow tasks associated with the change order?

Environment

Release: 14.1 or higher
Component:  CA Service Desk Manager

Resolution

The following is used as an example.

Change Order category "Cat1" has three workflow tasks associated with it:

Cat1WF1
Cat1WF2
Cat1WF3

Change Order category "Cat2" has three workflow tasks associated with it:

Cat2WF1
Cat2WF2
Cat2WF3

If a new Change Order is created, and the catergory set to "Cat1", when the Change Order is saved, three Workflow tasks from the "Cat1" change order category will be associated with the new Change Order. After a short while, they will be:

Name           Status
------------------
Cat1WF1    Pending
Cat1WF2    Wait
Cat1WF3    Wait

If the Change Order is then edited and the category changed to "Cat2", one of two things can happen:

1. If the "keep_tasks" option is not installed, all workflow tasks with a status of "Wait" will be removed and the workflow tasks from workflow category "Cat2" will be added. The workflow tasks will look like this:

   Name          Status
   ------------------
   Cat1WF1    Pending
   Cat2WF1    Wait
   Cat2WF2    Wait
   Cat2WF3    Wait

2. If the "keep_tasks" option is installed, all workflow tasks from the original category and the new category will be visible in the Change Order workflow tab:

   Name          Status
   ------------------
   Cat1WF1    Pending
   Cat1WF2    Wait
   Cat1WF3    Wait
   Cat2WF1    Wait
   Cat2WF2    Wait
   Cat2WF3    Wait