This document discusses building advanced workflows in CA Service Management using CA Process Automation. It provides an example of synchronizing status updates between CA Service Desk Manager and CA Service Catalog using a CA Process Automation macro. The steps to create a CA Service Desk process with CA Process Automation are outlined. Recommended sessions and demos at CA World 2016 are also listed.

1. Pre-Con Ed: Building Advanced
Workflows in CA Service Management
Darren Arcangel – Sr. Principal Services Architect
Gary Eisenhuth – Sr. Services Architect – CA Technologies
AMX33E
AGILE MANAGEMENT

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For Informational Purposes Only
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
Terms of this Presentation

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Agenda
EXTENDING THE USE OF OOTB SERVICE MANAGEMENT PROCESSES
EXAMPLE SERVICE DESK PROCESSES
ENHANCED PAM EXCEPTION HANDLING PROCESS
EXAMPLE PROCESS MACRO TO SYNCHRONIZE UPDATES BETWEEN PRODUCTS
READING DATA FROM A CATALOG REQUEST FORM
STEPS TO CREATE A SERVICE DESK PROCESS
1
2
3
4
5
6

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Synchronizing Status updates between CA Service Desk
Manager and CA Service Catalog using CA Process Automation
 Requirements
– Execute CA Process Automation Macro gets defined in
CA Service Desk Manager
– CA Process Automation Start Request Form must have
the tag macro defined
– Defining a site condition Macro indicates when to trigger an Event
– The variable @NX_TRIGGER_EVENTS_ON_CLOSE=Yes in NX.env allows
you trigger events on status close events

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CA Process Automation Macro for
CA Service Desk Manager

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CA Process Automation Start Request Form Definition
The Tag keyword macro indicates this is CA Process Automation Macro

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Reading Data from a CA Service Catalog Request Form
 Requires getting the request item id value of the Form
element in the CA Service Catalog Service Option
 Use web service method getRequestItemRow to get the
ID of the form element
 The web services method getFormrateItemValues reads
the values off the request form

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Steps to create a CA Service Desk Process with
CA Process Automation
 CA Process Automation Start Request Form must have
the tag chgcat for Change Orders and pcat for Requests
 First step of the process uses the persid as input to obtain
additional information related to the ticket
 Select the prp object to read property values from the
Service Desk ticket

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Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19S
Case Study: Going from Zero to 100 in ITSM Without a Seat
Belt at Michigan State University
11/16/2016 at 12:45 pm
AMX11S
Case Study: Integrating Service Management Processes to
Improve Systems Stability and Reduce Outages and Downtime
11/16/2016 at 1:45 pm
AMT114S
Get With the xFlow – CA Service Management Customers Tell
Their Stories About the New xFlow User Experience
11/16/2016 at 3:00 pm

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Must See Demos
Service Desk
and Support
Analyst xFlow
Experience
Software and
Hardware Asset
Management
Request
Management
and Self-service
Management
Insights –
Reporting and
Dashboards

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Questions?

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Thank you.
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