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

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• CA Process Automation Base
• Process Automation Manager

Issue/Introduction

After closing a request/incident/problem, what is the method to activate a given PAM process as a result of the closure.

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 or higher

IT Process Automation (ITPAM) 4.3 or higher

CA Service Desk Manger and ITPAM integrated

Resolution

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

 

Further instructions on applying changes via pdm_options_mgr can be found in our existing documentation:  Install/Uninstall Options Manager Options

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.