How to trigger a ITPAM process from CA Service Desk Manager (CA SDM) after closing a request/incident/problem

Products

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

Issue/Introduction

Summary

How to trigger a ITPAM process from CA Service Desk Manager (CA SDM) after closing a request/incident/problem

Background

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.

Environment

CA Service Desk Manager 14.1

IT Process Automation (ITPAM) 4.3

CA Service Desk Manger and ITPAM integrated properly

Instructions

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.

Environment

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