Administration › Service Desk › Requests/Incidents/Problems › Areas › Define Areas › Attach a CA Workflow Process Definition

Attach a CA Workflow Process Definition

Note: Unlike change categories and issue categories, which support both CA Workflow process definitions and CA SDM classic workflows, request/incident/problem areas support only CA Workflow process definitions. For more information, see the Administration Guide. For information about integrating CA Workflow with your CA SDM installation, see the Implementation Guide.

The Workflow Tab allows you to select a CA Workflow process definition for the request/incident/problem area. A workflow specifies tasks that must be completed on tickets associated with that area.

To allow flexibility, you can define workflow tasks as optional, which allows the analyst to delete them from the task list.

All mandatory workflow tasks must be complete before the ticket can be closed. The only exception is that if the ticket status is set to Cancelled, the workflow process terminates automatically.

If a ticket is removed from an area with an attached workflow, or assigned to a different area, the workflow process terminates automatically. If the new area has an attached workflow, its process starts automatically.

To attach a workflow process definition to a request/incident/problem area

1. Select Service Desk, Requests/Incidents/Problems, Areas on the Administration tab.

   The Request/Incident/Problem Area List appears.

2. Select the area to edit.

   The Area Detail page appears.

3. Click Edit.

   The Area Update page appears.

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

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

   The Workflow Definition List appears.

4. Click Save.

   The Area Detail page displays a Save Successful message.