USS CATALOG / SDM Ticket integration improvements & Catalog Approvals

Idea created by AndriesJNel on Mar 31, 2016

    Hi All,


    We have a problem that we identified that ffects us around the USS/Catalog and SDM ticket integration for "Report an Issue" and any other offerings that create a ticket in Servicedesk


    Effectively we identified a short fall in the way the integration is setup and the "Request Manager" role in Catalog is used.


    In order for the SDM -> Catalog request integration to run successfully when you resolve a ticket on SDM and have the integration fulfill/close the corresponding USS/Catalog Request the analyst who does the resolution on SDM needs to be in the "Request Manager" role on Catalog. If the analyst resolving the ticket is a "End user" on Catalog but a "Analyst" on SDM and he resolves the SDM call the corresponding Catalog call will not be fulfilled/closed due to the user not having the Request Manager "Proxy Action" access. This is all fine and well and works by design.


    This however leads to a massive problem, if we give all of our SDM Analysts the "Request Manager" role on Catalog as they would need in order to get the "Proxy Action" access to be able to resolve a call on SDM and have Catalog successfully fulfill/close a request on Catalog then we are also giving all of our SDM Analysts the ability to override any other action or approval on Catalog as well. This means that any low level analyst/request manager even in a call center could effectively override a pending approval task that has been assigned to a Manager, Procurement or any other person which they should definitely not be able to do.


    We need a way that will allow an analyst to resolve a ticket in SDM and then the corresponding ticket in Catalog should be updated to resolved/closed. All of this is possible but the current role where you can do this also allow you to approve requests on behalf of other users and your own request and this is where the problem lies.


    We don't want users to approve requests for themselves or behalf of other users. Approvals should follow the approval process.


    We suggest either a new intermediary role which we can give to our SDM analysts which will allow their resolution of tickets on SDM to be pushed to Catalog but not allow them to override any other users pending actions or approvals or a change to the way that the integration works to allow for this.


    From our discussions with other CA customers it seems this problem is not unique to us and affects all customers who are trying to use USS/Catalog and SDM integration and also use Catalog for approvals via ITPAM approval processes and pending tasks actions.


    Please vote up if you feel CA should introduce a solution for this