CA Service Management

  • 1.  How are other organizations handling Change Order auto approvals?

    Posted Apr 06, 2016 11:35 AM

    We are having issues in our organization automating the change order approval process. Director Approval is required at our organization for Normal Changes and we cannot find a way to automate this approval in the change. When creating an Ad-Hoc task, there is no notification that goes out, and it cannot be built as part of the workflow category because we wouldn't know whom the Director is , since multiple departments use the same category. Does anyone have any insight on how and if they have accomplished this?

     

    Thanks!



  • 2.  Re: How are other organizations handling Change Order auto approvals?

    Posted Apr 08, 2016 04:19 PM
    Do you use classical workflow for changes?




  • 3.  Re: How are other organizations handling Change Order auto approvals?

    Broadcom Employee
    Posted Apr 08, 2016 05:39 PM

    If you use the built-in work flow tasks, then associate with

    the behaviors of the task, you can configure to send notifications or some auto actions. Most likely you would need

    to use the "Pending" behavior.

    You mentioned Director Approval but don't know who is the

    Director. Is Director a custom attribute? If yes, you can create a object contact notification for it and then use the "task notification" to notify this Director.



  • 4.  Re: How are other organizations handling Change Order auto approvals?

    Posted Apr 11, 2016 03:56 AM

    Multiple routes can be explored, we have implemented these in different instances depending on the actual customer requirements:

    - Use workflow task behavior and (custom) action macros to write the logic that defines the correct manager, then sets that as the assignee for the task. You can do so on the behavior of the pending task status and add another notification to that same behavior that needs to send a notification to that manager. The question now is how this manager will approve...

    - You can also use CA PAM to build logic. We have done setups where for example a task moving into a pending status will trigger an PAM flow that will decide on the correct manager(s) then send them a notification. Another PAM process can then check a mailbox at recurring times and pick up any replies to these approval mails, then either approve/reject the task in question depending on the choice of the manager.

         - Alternatively, if you don't have much experience with PAM, you can attempt to set up the mail eater to go approve/reject a certain task. You may run into permission issues this way as maileater does not allow you to update items that are not assigned to you.

    - Use CA Service Catalog to handle the approval flows / status flow.