CA Process Automation Tasks from Service Desk Not Being Assigned

Products

• EMBEDDED ENTITLEMENTS MGR
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Service Desk Manager
• CA Process Automation Base

Issue/Introduction

When Service Desk creates a task in CA Process Automation, it is not being assigned to the proper user in PAM.

Cause

All contact records in Service Desk have a userid in the format DOMAIN\USER, and this does not match the primary domain in EEM.

Environment

CA Embedded Entitlements Manager 12.51 (configured with multiple domains)CA Process Automation 4.3 (authenticating against the above EEM server)CA Service Desk Manager 14.1 (creating processes in the above PAM server)

Resolution

PAM users who will be assigned tasks can be placed in the PAM Users group.  This will allow the tasks to be matched when Service Desk created them with the user in DOMAIN\USER format.  This method allows the PAM users to be matched with the incoming userid from Service Desk while also minimizing side effects of changing how PAM/EEM define their contacts.