How to Take, Reassign and Delegate tasks in CA Workflow of ServiceDesk R12?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

This document explains the new feature of take, reassign and delegate in CA Workflow 1.1 of ServiceDesk R12

Solution:

CA Workflow 1.1 has the following options in the workflow worklist:

Take: (Available when viewing a group queue only.) Takes the selected task from the group queue and adds it to your personal queue.

Reassign: Opens the Reassign Task screen to give task ownership to a new user or group and remove ownership from the original owner.

Delegate: Opens the Reassign Task screen to delegate the selected task to a user. After delegating the task, you still retain ownership.

Note: All the above options require EEM authentication as CA Workflow uses EEM as the contact repository.

Steps to Take, Reassign and Delegate

Take:

1. Login to CA Workflow worklist using the url http://server_name:tomcat_port/wl
   
   
2. From the Show drop down, select All to view all the tasks of a group. By default it is set to display the tasks of the logged in user. Fig 1
   
   Fig 1
   
   

   <Please see attached file for image>

   
   
   
3. Click on the Select check box to select the task and click on Take.

Reassign

1. After you login to CA Workflow worklist, select the task and click on Reassign. A new Reassign Task window opens.
   
   
2. In the Available Users/Groups dropdown select username or group name depending on whom you want to reassign and click on Go. It displays a list of all the available users and groups. Fig 2
   
   Fig 2
   
   

   <Please see attached file for image>

   
   
   
3. To reassign, select the option Transfer task ownership to selected user or group from the Reassign Ownership section. Click on the user/group you want to reassign the task and the username/groupname will appear under Selected Task Owner section. Fig 3
   
   Fig 3
   
   

   <Please see attached file for image>

   
   
   
4. Click on Save to complete the reassignment. Login to the worklist as the user whom the task got reassigned and verify if the task is available to perform. Fig 4.
   
   Fig 4
   
   

   <Please see attached file for image>

   

Delegate:

1. After you login to CA Workflow worklist, select the task and click on Reassign. A new Reassign Task window opens.
   
   
2. In the Available Users/Groups dropdown select username or group name depending on whom you want to delegate and click on Go. It displays a list of all the available users and groups. Fig 5
   
   Fig 5
   
   

   <Please see attached file for image>

   
   
   
3. To delegate a task, select the option Delegate the task to the selected user but keep ownership in the Reassign Ownership section. Click on the user/group you want to delegate the task and the username/groupname will appear under Selected Task Owner section. A new field Assigned by option appears below the Selected Task Owner field. Fig 6
   
   Fig 6
   
   

   <Please see attached file for image>

   
   
   
4. Click on Save. The task still appears in the assigned by user's worklist. Also it gets added to the Selected Task Owner worklist. Login to worklist using the delegated username. The task appears with the status "Delegated to username". Fig7
   
   Fig7
   
   

   <Please see attached file for image>

   

Environment

Release:
Component: ARGIS