Problems › Process CA Workflow Workitems

Process CA Workflow Workitems

You can process workitems on the ticket's Workflow Tab to indicate progress as you work through the tasks to resolve the ticket.

To process worktems on a problem

1. Select Problems, Assigned or Unassigned on the Service Desk tab, and then select the Priority level for the problems you want to display in the list.

   The Problem List appears.

2. Select the problem to update.

   The Problem Detail page appears.

3. Select the Workflow Tasks tab. The following read-only fields are displayed at the top of the tab:

   Definition Name

   Indicates the CA Workflow process definition your administrator has assigned to the ticket's request/incident/problem area.

   Description

   Provides a general summary of the objectives of this workflow.

   Start Date

   Indicates the date and time the problem was assigned to the area associated with the workflow.

   Status

   Indicates the overall status the of the entire workitem list.

4. Locate the workitem you want to process on Workflow Tab, and then click the workitem's Activity Name.

   The CA Workflow Worklist GUI appears.

   Note: If your administrator has not configured automatic login, you are prompted for user name and password to access the CA Workflow Worklist GUI.

5. Process the tasks on the worklist as appropriate for this problem.

   Note: For information about processing tasks, see the CA Workflow Worklist online help.

6. Select Refresh from the View menu to see updates to items on the Workflow Tasks tab.