Hi! Our organization is using CA SDM 14.1 (will update to 17.1). We would like to automate some of the incident handling (for example password resets, user right changes etc.). I'm not that familiar with this product and I'd like to know is it possible to automate this kind of tasks using for example Powershell? Is there a way to request incidents using predefined key (incident categories + status)? If that is possible then we would use Powershell to parse needed information to ADUC and finally we would like to solve/close incidents. This kind of tasks take a lot of manual work and therefore it would be nice to automate these either using scripts or robotics.
Have you thought about using Process Automation Manager?
At this point we haven't thought about using Process Automation Manager. At the moment it seems that RPA is the way our organization wants to go. Our small-scale development group is still looking another workaround for robotics and therefore we are examining capabilities of CA SDM. It would be more efficient and easier to maintain script based automation... at least we want to think so
PAM is a good tool for automating provision because it integrates neatly with SDM. But it is certainly possible to launch a script from an event in SDM - for example, on the creation of a ticket of a particular category, or on a change of ticket status. In SDM documentation this is referred to as a 'Remote Reference': Create a Remote Reference - CA Service Management - 17.1 - CA Technologies Documentation. This knowledge document gives an example: KB000009683.
You can also create an action macro that launches powershell. We have one that used the spel exec method and it works great.