Administration › Service Desk › Issues › Categories › Define Issue Categories › Attach a Workflow › Attach a Classic Workflow

Attach a Classic Workflow

The Workflow Tab allows you to attach a workflow to the issue category. A workflow identifies the tasks that must be completed on each issue ticket associated with this category.

Note: Issues support classic CA SDM workflow tasks as well as CA Workflow process definitions. You can attach either type of workflow, but cannot mix the two types on the same issue category.

To attach a classic workflow to an issue category

1. On the Administration tab, browse to Service Desk, Issues, Categories.

   The Issue Category List appears.

2. Select the category you wish to edit.

   The Issue Category Detail page appears.

3. Click Edit.

   The Update Issue Category page appears.

   4. Select the Workflow tab and click Add Classic Workflow.

   Note: The button is only present on systems where Classic Workflow is installed and configured to work with CA SDM. For more information about workflows, see the Implementation Guide.

   5. Click Add Workflow.

   The Workflow Definition List appears.

4. Complete the fields as appropriate.

   See Workflow Template Fields for field definitions.

5. Click Accept.

   The Update Issue Category page appears, displaying the number of accepted updates pending.

6. Repeat steps 4 through 7 until you have finished adding workflow tasks to the issue category, then click Save.

   The workflow tasks appear on the Workflow tab of the Issue Category Detail page.

7. Use the controls on the following tabs to configure the workflow tasks:

   Behaviors

   Specifies behavior macros to perform actions based on conditions associated with the issue workflow status. For details about working with this tab, see Configure Classic Workflows.

   Auto Assignment

   (Optional) Specifies how workflow tasks are automatically assigned to groups. For details about working with this tab, see Enable Workflow Auto Assignment.

More information:

Workflow Template Fields