Change Order and Issue Categories

This article contains the following topics:
Change categories and issue categories define the logical groupings into which change orders and issues can be organized.
 Unlike request/incident/problem areas, change order categories and issues categories are managed separately:
  • Set up change categories for internal and combined CA SDM models.
  • Set up issue categories for external and combined CA SDM models.
You can use categories to specify default values for certain fields in tickets. You can automatically associate a level of service to tickets by assigning a default service type to categories. You can also associate a survey with a category.
For each category, you can specify attributes or qualities to be associated with the ticket and create a workflow that identifies all the individual tasks required to fulfill the ticket. By defining behaviors that are associated with the workflow tasks, you can notify key personnel when the status of the task changes or as activities close the ticket.
Whenever an analyst assigns a ticket to a category, all the information you have associated with the category is automatically entered on the ticket. For example, if you indicate a service type, it becomes associated with the ticket, and its associated service type events.
Predefined Change Categories
The following sets of predefined change categories are installed with CA SDM:
  • Add
  • Change
  • Move
  • Retire
All these category sets are subdivided into more specific categories. For example, the Change category set includes categories for changing servers and workstations.
Predefined Issue Categories
The following predefined issue categories are installed with CA SDM:
  • Hardware.pc.install
  • Software.pc.install
You can set the status of any category to active or inactive. When you make a category inactive, it is no longer available for analysts to use, but it is not deleted from the database. If you decide at a later time to use the category, change the status back to active.
Rules for Changing Categories on a Ticket
The following rules affect only workflow tasks.
  • If the previous category used Classic Workflow and the new category uses CA Process Automation, the CA Process Automation process definition links to a workflow on a CA Process Automation server.
  • If both the old and new categories use CA SDM workflow, the rules from previous releases apply.
  • If the new category uses CA Process Automation and the old uses CA SDM workflow, the following occurs:
    • All incomplete and pending (those tasks that can be updated) workflow tasks of the CA SDM 6.0 style, are set to Cancelled status, regardless of the KEEP_TASKS option. Any completed workflow tasks remain, but they cannot be reopened.
    • All incomplete and nonactive tasks (such as tasks in Wait status) are deleted.
    • The CA Process Automation definition instantiates.
  • If the new category uses CA SDM workflow and the old category uses CA Process Automation, the following occurs:
    • The CA Process Automation instance is forcibly set to a status of Terminated.
    • The new category workflow tasks are added as normal.
In a CA SDM workflow, a ticket with a running CA Process Automation instance cannot be closed.