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Pre-Con Ed: Building Advanced Workflows in CA Service ManagementDarren Arcangel – Sr. Principal Services ArchitectGary Eisenhuth – Sr. Services Architect – CA Technologies
AMX33E
AGILE MANAGEMENT
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For Informational Purposes Only
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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
Terms of this Presentation
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Agenda
EXTENDING THE USE OF OOTB SERVICE MANAGEMENT PROCESSES
EXAMPLE SERVICE DESK PROCESSES
ENHANCED PAM EXCEPTION HANDLING PROCESS
EXAMPLE PROCESS MACRO TO SYNCHRONIZE UPDATES BETWEEN PRODUCTS
READING DATA FROM A CATALOG REQUEST FORM
STEPS TO CREATE A SERVICE DESK PROCESS
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Synchronizing Status updates between CA Service Desk Manager and CA Service Catalog using CA Process Automation
Requirements– Execute CA Process Automation Macro gets defined in
CA Service Desk Manager– CA Process Automation Start Request Form must have
the tag macro defined – Defining a site condition Macro indicates when to trigger an Event – The variable @NX_TRIGGER_EVENTS_ON_CLOSE=Yes in NX.env allows
you trigger events on status close events
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CA Process Automation Macro for CA Service Desk Manager
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CA Process Automation Start Request Form DefinitionThe Tag keyword macro indicates this is CA Process Automation Macro
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Reading Data from a CA Service Catalog Request Form
Requires getting the request item id value of the Form element in the CA Service Catalog Service Option
Use web service method getRequestItemRow to get the ID of the form element
The web services method getFormrateItemValues reads the values off the request form
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Steps to create a CA Service Desk Process with CA Process Automation CA Process Automation Start Request Form must have
the tag chgcat for Change Orders and pcat for Requests
First step of the process uses the persid as input to obtain additional information related to the ticket
Select the prp object to read property values from the Service Desk ticket
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Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm
AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm
AMT114S Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience 11/16/2016 at 3:00 pm
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Must See Demos
Service Desk and Support Analyst xFlow Experience
Software and Hardware Asset Management
Request Management and Self-service
Management Insights –Reporting and Dashboards
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Questions?
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Thank you.
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