Problem Analysis Workflow

This topic contains the following information:
casm171
This topic contains the following information:
Design view in CA Process Automation
Design View.PNG
How to Configure the Problem Analysis Workflow
There is data which is a pre-requisite for running this Process Definition, which you must manually configure. It is listed in the following table. Note that there is ‘Example Data’ specified in the middle column of the chart below which indicates the name of the Contacts/Problem Areas, etc that we used as a part of our walk-through, these of course can be changed to Contacts/Problem Areas, etc for your own environment.
CA SDM Object/Option
Example Data
Notes
Add contact (Employee)
June Arnold
June will be the end user who creates the initial Incident, that leads to the creation of the Problem. If a Problem is created directly, she will be the end user requesting the problem.
1. Must be defined as a contact in CA SDM as well as CA EEM, if you are leveraging EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
Add contact (Analyst)
Donald Bell
Donald will be the Analyst creating/assigned to the Change Order resulting from the Problem.
1. Must be defined as a contact in CA SDM as well as CA EEM, if you are leveraging EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
 Add contact (Analyst)
Marc Craigie
Marc will be Donald’s supervisor, and as such, will be the approver of the Problem.
1. Must be defined as a contact in CA SDM as well as CA EEM, if you are leveraging EEM for authentication.
2. Must have an email address defined in the CA SDM contact record.
3. Must have a notification method set to ‘Email’ in the CA SDM contact record.
4. Assign Marc as Donald’s Supervisor by going to Donald’s contact record, and navigating to the Organization Tab, and entering in Marc as Donald’s supervisor.
Create Problem Area
Problem Model
This Problem Area will have the following values set:
1. Assignee: Donald Bell
2. <in the ‘Workflow’ Tab> CA IT PAM Process Name: ‘Problem Analysis’
Create CI’s
Email Service
Exchange Server1
Create two new configuration items (Service Desk Tab->File->New Configuration Item), which we will assign to the Problem as we go through the demo:
1. Email Service
2. Exchange Server
Create root cause
Software Defect
Create a root cause (Administration Tab->Service Desk->Application Data->Codes->Root Cause), which we will assign to the Problem as we go through the demo:
1. Software Defect
Install ‘Category_Defaults’ Option
Yes
This option needs to be installed so that the information from the ‘Problem Model’ Problem Area is pulled over to the Problem once it is created.
Recycle CA SDM services for changes to take effect.
Problem Analysis Workflow in Action
Follow these steps:
  1. Login to CA SDM as Donald Bell, create a new Problem, either from scratch or based on an existing Incident.
  2. Fill out all of the fields highlighted in red below, then hit save.
    Create new problem.PNG
  3. Click on the Additional Information Tab, and then drill down to the Workflow Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to the assignee (Donald Bell) to complete the Problem Pain/Value Analysis Form. To complete this task Donald can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Complete Form (Pending)’:
  4. Once logged in to CA Process Automation as Donald, you should see one pending task to complete the ‘Problem Pain/Value Analysis Survey’. You will also see an ‘I’ flashing in the lower right hand side of the screen, indicating user interaction is pending. RMC on the task, and select ‘Reply’:
  5. Complete the information in the Problem Analysis Survey. Be sure to respond to the last question ‘Should this Problem be resolved through Change Management?’ as ‘Yes’. Hit ‘Finish’,
  6. Navigate back to the Problem. The status of the Problem is now ‘Analysis Complete’. Click on the Additional Information Tab, and then drill down to the Workflow Tasks Tab. Scroll down through the tasks. You will see a notification has gone out to the assignee (Donald Bell’s) supervisor to Approve/Reject , which in our case is Mark Craigie. To complete this task Marc can either click on the link provided via email, or alternatively, he can scroll to the next pending task in the Workflow and click on the hyperlink for ‘Task: Approve/Reject (Pending)’:
  7. Once logged in as Marc, you should see one pending task to ‘Approve/reject the Problem Pain/ Value Analysis Survey’. RMC on the task, and select ‘Reply’:
  8. All of the information that had been initially filled out by Donald remains in this form for Marc to review. Scroll down to the bottom of the form. Either approve, reject, or mark as incomplete. In this example we will be approving this Problem to be resolved through Change Management. Hit finish, and then ‘sign out’ of CA Process Automation as Marc.
  9. Navigate back to the Problem. The status of the Problem is now ‘Approved’. Click on the Additional Information Tab, and then drill down to the Workflow Tasks Tab. Scroll down through the tasks. You will see that a Change Order has been opened and attached to the Problem, an email notification has gone out to the assignee (Donald Bell) indicating the same.
  10. Click on the link for the Change Order to view details.