Administration › Service Desk › Change Orders › Categories › Define Change Categories › Attach a Workflow

Attach a Workflow

A workflow is an automated or partially automated business process that you can define to specify a standardized sequence of tasks to be performed in order to resolve a CA SDM ticket. If you attach a workflow to a change category, any change order assigned to that category is automatically populated with the task list.

Two workflow solutions are supported for change order categories:

• CA Workflow—a high performance, scalable workflow management product that can optionally be integrated with CA SDM.

  Note: To use the workflow process visualizer, you must associate a CA Workflow process to the change category.

• CA SDM "classic" workflow—internal workflow automation features provided as a standard CA SDM component.

You can attach either type of workflow to a change order category, but you cannot use both workflow types with the same category.

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 a category with an attached workflow, or assigned to a different category, the workflow process terminates automatically. If the new category has an attached workflow, its process starts automatically.

Note: For more information, see the Administration Guide.

More information:

Attach a CA Workflow

Attach a Classic Workflow

Define Behavior Template