CA Service Management

Hello Community,

I have an environment with Service Desk and PAM to have an approval process in certain cases. The scenario is the following:

When an user opens a ticket, the group manager of the assigne of that ticket.. receives an email with two buttons (one for approve and one to reject) when he pressed one, PAM starts a process that set the ticket status to approve or reject.

But now i have another need (I'll like to know if it can be set it using only SDM) i want that when an Affected End User opens a ticket in an X category the supervisor (that its define for the user in SDM) of that user receives an approval notification.

How can we accomplish this?

Regards.

You didn't say which version of SDM (I'll assume r14.1 SP2) or what kind of ticket (I'll assume Request).

You could add a classic workflow task to the specific Request Area. On the "Pending" behavior of the Approval Task you could have and action macro to assign the task to the manager and a multi-notification macro send a notification.

Hello Lindsay,

Im in SP2, and is request.

How can i make reference to the manager of the end user, because i dont see an object contact for that.

Regards.

From the context of the Request it is customer.supervisor_contact_uuid

hi Lindsay; 

i really want to thank you fo sharing such important tip.

i have the same above request and i used the attached screenshot as first task as i have a customer who is requesting additional three tasks within the same workflow, the additiona tasks are as follows:

1- support group manager approval.

2- assign to support group

3- verification from the end user that the request is completed successfuly

iam using CA SDM R14.1.3

Appreciate your fast feedback

Regards;

Mohamed

Hi Mohamed,

Are you asking if this can be done? If so, do it in the same way you did the other task.

Are you asking me if I can develop this workflow for you. If so, please email me - Lindsay@iteduconsultants.com

Thanks Lindsay for your feedback.

what iam asking here is the object attribute names screenshots as your reply above. 

Thanks Mohamed, now I understand your requirement.

1. cr.group.supervisor_contact_uuid
2. cr.group
3. cr.customer

many thanks lindsay, i will give it try tomorow and i will let you know

Hi Lindsay;

it didn't worked as expected, can i know the attributes for the request area and the assigned groups?

Hi Mohamed,

The details for the attributes for every object can be found in the CA Service Desk Manager Technical Reference Guide(Reference - CA Service Management - 14.1 - CA Technologies Documentation ). You can also see the attributes for any object by opening a command prompt on the server and using the bop_sinfo command. Here is the basic syntax:

bop_sinfo -d [object name]

For example:

to see all the attributes for the Request object - bop_sinfo -d cr

to see all the attributes for the Request Workflow object - bop_sinfo -d cr_wf

Hi JasonLLM - Did Lindsay_Estabrooks's response help answer your question? If so please mark as Correct Answer. Thanks!