CA Service Management

  • 1.  Workflows on Request Areas

    Posted 05-31-2016 09:26 AM

    Hi all,

    I am used to adding workflows on a change category, however I would like to add workflows on a request category and am currently struggling.

    On the request/incident/problem category, at the bottom I see workflow. To test this out I added one workflow.

    Now I create an incident using the category that was edited above.


    I would expect to see workflows attached to below incident I created. However, I am not seeing anything?

    Am I looking in the wrong place? Or is there perhaps something in Options Manager that I need to install?

  • 2.  Re: Workflows on Request Areas

    Posted 05-31-2016 10:44 AM

    If I recall you need to apply a specific patch  for classic workflow to work correctly on request Area.

    If someone recall the correct one please add or searching here must gove you some result.


  • 3.  Re: Workflows on Request Areas
    Best Answer

    Posted 06-01-2016 04:25 AM

    Hi James,


    The code changes to allow Classic workflow was part of CUM#1 already. So if you have CUM#1 or later the functionality should work.



    If for some reason this is not working for you, log a support case for further analysis and\or troubleshooting.


    Kind Regards,


  • 4.  Re: Workflows on Request Areas

    Broadcom Employee
    Posted 06-03-2016 01:23 PM

    The fact that you have the Workflow tasks tab indicates to me that you likely have the patch that includes the ability to add the tasks. Is there a possibility that you have any custom forms or javascript in the server that you can try to remove? I wonder if something is clashing somewhere.

  • 5.  Re: Workflows on Request Areas

    Posted 06-06-2016 07:53 AM

    Hi all,

    Thanks for the help.

    Removing our mods and pointing detail_cr to the OOTB detail_cr fixed the problem.

    So the issue is on our side and it is not a CA issue.