We have defined Service Types Events for "Change Order Tasks" to have SLA assigned to Workflow Tasks, however, when a task is created, the events are not getting attached.

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:

We can define events for change order tasks and attach it to the service types. However, in a change order when this task is selected we can see the service type name but no events are attached to it.

Solution:

1. Go to Administration -> Options Manager and search for the option "classic_sla_processing", kindly uninstall this option.
2. Recycle the services and test the behavior.
3. Now the Workflow Task events would show up.
4. This option as you can see in the online help from Option Manager, it allows the same behavior that was in previous versions (e.g 6.0) with Service Types and events. As you can not attach a Service Type event to Workflow Tasks this behavior remains for R11.2 if this option is installed.

Environment

Release:
Component: ARGIS