How to start a process in Process Automation using a Service Desk Event action.


Article ID: 39053


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager




This document provide the basic steps to start a process in Process Automation using Service Desk Events.


This quick guide will show you how to start a process in Process Automation, using Events.

We assume you already configured Service Desk/Process Automation integration, and that Initial Activity Notification is enabled.

The steps to accomplish the goal can be summarized as follow:

1. Create the process and a Start Request Form (SRF) in Process Automation, and link the process with the SRF

2. Create a Execute CA IT PAM Action macro and a Site-defined Condition macro and associate both to an Event in Service Desk

3. Associate the Event to the Initial Activity Notification so the process is triggered every time a Request is opened and the Condition is meet.


For this step by step guide we used Service Desk manager 14.1 and Process Automation 4.2 SP2


 1. Login to Process Automation to create the process and the SRF. In this sample, we create a folder named Service Desk, and the process and SRF in it

     We named the process as IntegrationProcess and the SRF as IntegrationSRF

<Please see attached file for image>


2. Right click the SRF, and select properties. To make the SRF available in Service Desk macros, we need to add the tag macro in it.

    Under properties, select tags tab, Edit, and add the word: macro. Then save

<Please see attached file for image>


3. Associate the process (IntegrationProcess) to the SRF. For this, In the Library, right click the SRF, select Edit. In the new window, select Properties tab, and select the path to the process in "Process Path". Then save, and make sure the SRF is checked out (Check Out button in the menu).

<Please see attached file for image>


4. Now close the Edit SRF window to return to Library, and double click the process (IntegrationProcess). This action will open the process in the designer.

    From Service Desk folder in Operators windows, drag and drop to the process the Log Request Comment operator, and link it to start operator, abnormal stop operator and stop operator.

<Please see attached file for image>


5. Select the Log_Request_Comments operator in the process, and in Properties window, expand Service Desk Basic Parameters, and make sure to fill

Request Number with Process.persid,  and Comments with "Test to start a process in Process Automation".

The effect of this is that when the process is started, it will make a log comment "Test to start a process in Process Automation" to the Request that initiated the process from Service Desk.

<Please see attached file for image>


6. Now in Properties window, expand Service Desk Connect Parameters, and set the parameters to connect to Service Desk from PAM.

    In ServiceDesk URL, you need to fill http://<servicedesk_server_running_web_services>:<web_service_port>/axis/services/USD_R11_WebService

    In ServiceDesk user ID, you need to fill the user used to connect to Service Desk. This user needs to have the proper authorization, in this case to add a log comment to a ticket.

    In Password, you need to fill the password for the ServiceDesk user ID.

<Please see attached file for image>


NOTE: Alternatively this settings can be set at Domain Level, in which case it is not necessary to put it at process level. Using Domain Level settings for the Service Desk module is recommended for administration purposes. It is easier to change settings at one place in domain level, than changing each process settings.

     The process can be saved now. Next steps is to configure Service Desk to start the process.

7. First step is to create a macro to start a Process Automation process. Under Administration tab, select Events and Macros->Macros, and then Create New

    Make sure to select as Macro Type: Execute CA IT PAM Action, and Object Type: Request/Incident/Problem

<Please see attached file for image>


8. As symbol, in this guide we used TESTmacro, and as the CA ITPAM Definition we selected the SRF we created in 1. Save now.

<Please see attached file for image>


      Note: When CA IT PAM Definition is clicked, a new window will be open with the list of SRF available for macros. Once you select the SRF, it will appear the actual process linked to the selected SRF.

9. To restrict the process execution to only when Assignee = Administrator, we will create a Site-defined Condition macro too. From Administration tab->Events and Macros->Macros, select Create New, and as Macro Type select Site-defined Condition, and as Object Type: Request/Incident/Problem. To add the Conditions, you need to save first. Press then Add Condition, and select as Attribute: Assignee, and as Data Value: Administrator.

<Please see attached file for image>

Screen Shot 2016-03-11 at 1.14.22 PM.png


10. Next step is to create an Event wich will trigger the macro that start the process. For this, under Administrartion tab, select Events and Macros->Events, and then click on Create New button.

<Please see attached file for image>


11. In this guide we named the Event as TESTevent, and set as Action on true the macro we created in 7 and as Condition, the macro we created in 9.

      The delay time was set to 10 seconds.

<Please see attached file for image>

Screen Shot 2016-03-11 at 1.25.34 PM.png


<Please see attached file for image>


12. Next step is to Edit an Activity Notification (for this guide, Initial) and add the Event to the Event tab. This way every time the activity notification occurs it will trigger our event TESTevent, which will trigger the macro Testmacro, that it will execute the action to start our process if Assignee is Administrator.

      To Edit the Initial Activity Notification, select Initial, under Administration tab->Activity Noitification.

<Please see attached file for image>


13. In detail window of Initial, under Event tabs, Update the events and select TESTevent.

<Please see attached file for image>


14. Now we are ready to create a new Request. When this occurs, the Initial activity notification will occur, and the event will be triggered, and our process will start only if Assignee = Administrator.

      From Service Desk tab, click on File->New Request...

<Please see attached file for image>


15. Once created, you will need to refresh the ticket. Under Logs->Activities, it will appear the log comment we set in the process.

<Please see attached file for image>


16. You may check the process in Process Automation, under Operations tab->Process Intances. Double clicking the instance will open it and you may see the results.

<Please see attached file for image>



Additional Information:


CA Service Desk Manager Guide which describe the Integration with CA Process Automation can be found here



Release: SDMU0M99000-14.1-Service Desk Manager-Full License


1558715086729000039053_sktwi1f5rjvs16tol.png get_app
1558715084589000039053_sktwi1f5rjvs16tok.png get_app
1558715082820000039053_sktwi1f5rjvs16toj.png get_app
1558715080397000039053_sktwi1f5rjvs16toi.png get_app
1558715078717000039053_sktwi1f5rjvs16toh.png get_app
1558715077088000039053_sktwi1f5rjvs16tog.png get_app
1558715075141000039053_sktwi1f5rjvs16tof.png get_app
1558715073079000039053_sktwi1f5rjvs16toe.png get_app
1558715071180000039053_sktwi1f5rjvs16tod.png get_app
1558715069205000039053_sktwi1f5rjvs16toc.png get_app
1558715062553000039053_sktwi1f5rjvs16tob.png get_app
1558715060657000039053_sktwi1f5rjvs16toa.png get_app
1558715058857000039053_sktwi1f5rjvs16to9.png get_app
1558715057192000039053_sktwi1f5rjvs16to8.png get_app
1558715055232000039053_sktwi1f5rjvs16to7.png get_app
1558715053478000039053_sktwi1f5rjvs16to6.png get_app
1558715051034000039053_sktwi1f5rjvs16to5.png get_app