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Processes attached to Service Desk Categories

Question asked by robert.graff on Apr 19, 2012
Latest reply on May 1, 2012 by Tom_Kouhsari

I've been looking at using CA IT PAM to automate Service Desk activity, and I've got quite far, but in the examples I found so far, the process was instigated from a CA IT PAM Request Form. On completing the Request Form, a ticket (e.g. issue, request) was created, and subsequently updated.

What I don't understand, is, when a CA IT PAM Process is attached to a ticket category, and the process is started via the creation of a ticket in Service Desk (as apposed to a CA IT PAM Request Form), how does the CA IT PAM Process know what the reference number is, for the ticket it's attached to?