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End User's Supervisor Approval

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  • 1.  End User's Supervisor Approval

    Posted Jul 19, 2016 11:45 AM

    Hello Community,

     

    I have an environment with Service Desk and PAM to have an approval process in certain cases. The scenario is the following:

     

    When an user opens a ticket, the group manager of the assigne of that ticket.. receives an email with two buttons (one for approve and one to reject) when he pressed one, PAM starts a process that set the ticket status to approve or reject.

     

    But now i have another need (I'll like to know if it can be set it using only SDM) i want that when an Affected End User opens a ticket in an X category the supervisor (that its define for the user in SDM) of that user receives an approval notification.

     

    How can we accomplish this?

     

     

    Regards.



  • 2.  Re: End User's Supervisor Approval

    Posted Jul 19, 2016 11:58 AM

    You didn't say which version of SDM (I'll assume r14.1 SP2) or what kind of ticket (I'll assume Request).

     

    You could add a classic workflow task to the specific Request Area. On the "Pending" behavior of the Approval Task you could have and action macro to assign the task to the manager and a multi-notification macro send a notification.



  • 3.  Re: End User's Supervisor Approval

    Posted Jul 19, 2016 12:20 PM

    Hello Lindsay,

     

    Im in SP2, and is request.

     

    How can i make reference to the manager of the end user, because i dont see an object contact for that.

     

     

    Regards.



  • 4.  Re: End User's Supervisor Approval
    Best Answer

    Posted Jul 19, 2016 12:49 PM

    From the context of the Request it is customer.supervisor_contact_uuid

     



  • 5.  Re: End User's Supervisor Approval

    Posted Nov 08, 2016 02:51 PM

    hi Lindsay; 

     

    i really want to thank you fo sharing such important tip.

     

    i have the same above request and i used the attached screenshot as first task as i have a customer who is requesting additional three tasks within the same workflow, the additiona tasks are as follows:

     

    1- support group manager approval.

    2- assign to support group

    3- verification from the end user that the request is completed successfuly

     

    iam using CA SDM R14.1.3

     

    Appreciate your fast feedback

     

    Regards;

     

    Mohamed



  • 6.  Re: End User's Supervisor Approval

    Posted Nov 08, 2016 03:06 PM

    Hi Mohamed,

    Are you asking if this can be done? If so, do it in the same way you did the other task.

    Are you asking me if I can develop this workflow for you. If so, please email me - Lindsay@iteduconsultants.com



  • 7.  Re: End User's Supervisor Approval

    Posted Nov 08, 2016 03:15 PM

    Thanks Lindsay for your feedback.

     

    what iam asking here is the object attribute names screenshots as your reply above. 



  • 8.  Re: End User's Supervisor Approval

    Posted Nov 08, 2016 04:02 PM

    Thanks Mohamed, now I understand your requirement.

     

    1. cr.group.supervisor_contact_uuid
    2. cr.group
    3. cr.customer


  • 9.  Re: End User's Supervisor Approval

    Posted Nov 08, 2016 04:06 PM

    many thanks lindsay, i will give it try tomorow and i will let you know



  • 10.  Re: End User's Supervisor Approval

    Posted Nov 09, 2016 04:26 AM

    Hi Lindsay;

    it didn't worked as expected, can i know the attributes for the request area and the assigned groups?



  • 11.  Re: End User's Supervisor Approval

    Posted Nov 09, 2016 12:52 PM

    Hi Mohamed,

    The details for the attributes for every object can be found in the CA Service Desk Manager Technical Reference Guide(Reference - CA Service Management - 14.1 - CA Technologies Documentation ). You can also see the attributes for any object by opening a command prompt on the server and using the bop_sinfo command. Here is the basic syntax:

    bop_sinfo -d [object name]

    For example:

    to see all the attributes for the Request object - bop_sinfo -d cr

    to see all the attributes for the Request Workflow object - bop_sinfo -d cr_wf



  • 12.  Re: End User's Supervisor Approval

    Posted Jul 22, 2016 03:38 PM

    Hi JasonLLM - Did Lindsay_Estabrooks's response help answer your question? If so please mark as Correct Answer. Thanks!