Service Desk - Start a process in Process Automation using a Service Desk event action.


Article ID: 39053


Updated On:


CA Service Management - Service Desk Manager CA Process Automation Base


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 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

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

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).

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.

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.

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.

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

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.

      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.

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

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.



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.

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

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...

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

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.

Additional Information

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

Integrate CA Service Desk Manager with CA Process Automation Manually