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Add workflows to Incident/Request after ticket creation.

Question asked by MattyIce on Mar 10, 2015
Latest reply on Mar 16, 2015 by camja06

Hello All,

 

I am looking for the best way to be able to add workflows to Incidents and Requests.  We need the flexibility of adding the workflows after a ticket was created so just assigning them to the Request/Incident areas would not do the job.  The Classic CA workflows are currently not supported in SDM 12.9 and per CA they no longer support the CA Workflow module which leaves us with CA ITPAM. 

 

Does any one have ideas on how to use ITPAM and still give the analyst the option of creating the workflows on an as needed basis.  Say I get a ticket and know that I will need assistance from two other teams.  I need to be able to create those worflows and assign them accordingly. 

 

My initial thought would be to assign a generic process to the R/I area and then setup a IRF where I can select from list of workflows.

 

Any ideas or examples would be greatly appreciated.

 

Thanks

 

Matthew.  

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