How to trigger a ITPAM process from CA Service Desk Manager (CA SDM) after closing a request/incident/problem
There might a business use case to run an event/macro which calls an ITPAM process after closing a CA Service Desk Manager (CA SDM) ticket.
CA Service Desk Manager 14.1
IT Process Automation (ITPAM) 4.3
CA Service Desk Manger and ITPAM integrated properly
1. Run the following command from a command prompt on the CA SDM server:
pdm_options_mgr -c -s TRIGGER_EVENTS_ON_CLOSE -v Yes -a pdm_option.inst
To avoid losing the newly added variable during a CA SDM configuration, run the following command:
pdm_options_mgr -c -s TRIGGER_EVENTS_ON_CLOSE -v Yes -a pdm_option.inst -t
For each CA SDM secondary server, manually add the NX variable above to the NX.ENV file using a plain text editor.
2. Recycle the CA SDM service for the changes to take effect.
3. Login to CA SDM as an Administrator and navigate to Administration -> Notifications -> Activity Notifications and click on "Resolved" (Code: RE)
4. Attach an Event to the Resolved status. The Event has a macro associated which calls the ITPAM process.
5. Open a ticket (Request/Incident/Problem) and change the status to "Resolved". The event should trigger once the CA SDM ticket is closed.
Release: SDMU0M99000-14.1-Service Desk Manager-Full License