Request Fulfillment Workflow

This topic contains the following information:
casm171
This topic contains the following information:
Design View in CA Process Automation
Request Fulfillment workflow.PNG
How to configure the Request Fulfillment 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/Request Areas, etc that we used as a part of our walk-through, these of course can be changed to Contacts/Request Areas, etc for your own environment.
CA SDM Object/Option
Example Data
Notes
Add contact (Analyst)
June Arnold
June will be the Analyst creating/assigned to the Request.
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 June’s supervisor, and as such, will be the approver of the Request.
  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 Donald as June’s Supervisor by going to June’s’ contact record, and navigating to the Organization Tab, and entering in Donald as June’s supervisor.
Create Request Area
SW
This Request Area will have the following values set:
1. Assignee: June Arnold
2. <in the ‘Workflow’ Tab> CA IT PAM Process Name: ‘Request Fulfillment’
Create CI
Email Service
Create a new configuration item, (Service Desk Tab->File->New Configuration Item), which we will assign to the Problem as we go through the demo.
1. Email Service
Install ‘Category_Defaults’ Option.
Yes
This option needs to be installed so that the information from the SW Request Area is pulled over to the Request once it is created.
Recycle CA SDM services for changes to take effect
Request Fulfillment Workflow in Action
Follow these steps:
  1. Login to CA SDM as Donald Bell, create a new Request.
  2. Fill out all of the fields highlighted in red below, then hit save.
    Create new request.PNG
  3. Click on the Relationships tab, then drill down to the Workflow Tasks Tab. Scroll down through the tasks. You will see the status has changed to ‘Approval in Progress’.
  4. Continue to scroll through the tasks. You will see a notification has gone out to the approver (Donald Bell) to authorize end user access. 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: Approve/Reject (Pending)’.
  5. Once logged in to CA Process Automation as Donald, you should see one pending task to complete the ‘Request Manager Authorization Form’. RMC on the task, and select ‘Reply’.
  6. Complete the information in the Request Manager Authorization Form. In this case, approve the request.
  7. Navigate back to the Request. Click on the Relationships 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 (June Arnold’s) supervisor for Financial Approval, which in our case is Donald Bell. 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: Approve/Reject (Pending)’.
  8. Once logged in to CA Process Automation as Donald, you should see one pending task to complete the ‘Finance Approval Form’. RMC on the task, and select ‘Reply’.
  9. Complete the information in the Financial Approval Form. In this case, approve the request.
  10. Navigate back to the Request. The status of the Request is now ‘Approved’. Click on the Relationships 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 requestor (June Arnold’s) supervisor (Donald Bell) to confirm license check and availability of software. 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: Approve/Reject (Pending)’.
  11. Once logged in to CA Process Automation as Donald, you should see one pending task to ‘Confirm software license and availability’. RMC on the task, and select ‘Reply’.
  12. Confirm software license and availability, and hit ‘Finish’:
  13. Navigate back to the Request. The status of the Request is now ‘Pending Fulfillment’.
  14. The workflow is now complete.