CA Service Management

  • 1.  Set SC request to completed after CO is closed

    Posted Nov 28, 2018 05:05 AM

    Dear All,

     

    i need to  Set SC- request as completed when CO is closed using in change category classic SDM workflow. task

     

    Any one can help

    Thanks 



  • 2.  Re: Set SC request to completed after CO is closed

    Broadcom Employee
    Posted Nov 28, 2018 08:29 AM

    I think this can be achieved by calling an external program (example: PAM)  to invoke Catalog Request closure via SOAP or something similar.

     

    _R



  • 3.  Re: Set SC request to completed after CO is closed

    Posted Dec 07, 2018 06:33 AM

    Hi Raghu, it is configured OOTB in PAM?

     

    Thanks 



  • 4.  Re: Set SC request to completed after CO is closed

    Broadcom Employee
    Posted Dec 07, 2018 10:18 AM

    Could be in two ways

     

    1) SDM Event (upon some event, like a ticket Close) to trigger a PAM process.

    2) PAM process uses the SDM Ticket #,  queries for the Catalog request id associated with it  (OOTB, its in Call_Req.external_system_ticket)

    3) Makes a Catalog SOAP call to close the Catalog Request

     

    OR, this can be done on a frequent basis (every 3 hours  or once a day) where you can query a table to identify what SDM tickets were closed that day,  and check/close  associated requests in Catalog.

     

    _R