Hemant_Gautam

Adding Custom HOLD status to CA Service Catalog 12.9 and it's underlying issues

Blog Post created by Hemant_Gautam on Nov 3, 2016

I am sure many of us do come across a requirement in CA Service Catalog where your Service Management team request for a custom HOLD status to be included once the request is in Pending Fulfillment so that HOLD could have a better meaning i.e. more clarity on why it is in HOLD.

 

e.g. Awaiting Customer Information, Pending Customer Confirmation.

 

CA Service Catalog 12.9 Administration manual does provide us steps to add the new status, however after we followed the status we came across a problem that SLA would not pause for this custom status. We raised a case with support and they provided us with a fix for the same. Once the fix was put in place, we were able to fully use the custom HOLD status as intended.

 

Add Custom HOLD Status

 

1. Go to Install Path \CA\Service Catalog\view\webapps\usm\locale\icusen\request and open requestshared.xml file in editable mode.

 

2. Under <request_header> add following two lines

       <st_3001>Awaiting User Information</st_3001>
       <st_3002>Pending User Confirmation</st_3002>

 

3. Under <request_item> add following two lines

      <st_3001>Awaiting User Information</st_3001>
     <st_3002>Pending User Confirmation</st_3002>

 

4. Under <request_item_fulfillment_action> add the following two lines under <custom_menu current_status_value="default">

      <st_3001 statval="3001"/>
      <st_3002 statval="3002"/>

 

5. Under <request_item_stuck_fulfillment_action> add the following two lines under 

      <custom_menu current_status_value="3001">
            <st_3001 statval="3001"/>
      </custom_menu>

      <custom_menu current_status_value="3002">
         <st_3002 statval="3002"/>
      </custom_menu>

 

6. Apply patch T6D9101.caz to ensure that SLA pause/start works as without the patch the SLA would not pause when kept in Custom HOLD.

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