I'm trying to understand how works the Graphical Approval process for end user interface.
I could identify: when i follow the process for CA SDM status transition - Open - In Progress - Close, everthing work well, like show this image.
But when i try to go Open to Close - the graphical process don't show for end user CLOSURE:Completed.
We can see on Service Catalog, the ticket it's open too.
Catalog... Configuration... Content Configuration
Do have some documentation about, how it works?
Is Service Catalog in picture too?
The Catalog content screen shot above doesn't really control what the status of Catalog Request is when SDM ticket is closed.
That's done on the SDM side. Its an SDM Option that controls it if you are using out of the box integration from SDM -> Catalog (https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/options-manager#OptionsManager-CAServiceCatalogOptions)
CA Service Catalog
Your requirement should work based on a quick test I performed. I'd suggest opening a Support case to make sure we're not missing anything.
Hi Raghu.Rudraraju ,
Yes, It's using Service Catalog.
Thank You. It's not really a problem. It's only a doubt about: How does the mechanism work?
You're right the casc_aty_sync option control it.
Description: Enter the type of activity logs (separated by comma for multiple entries) to be synchronized from CA SDM to CA Service Catalog. If this field is left blank, Log Comment activity logs are synchronized.
When the description "Resolved to Close", it's close on USS
Thanks for clarifying.
It almost seems like the Open -> Close is not syncing with Catalog somehow while Open -> In Progress -> Close is. Do you see the same behavior with in Catalog (that way we can remove USS from picture)?
HI Raghu Rudraraju ,
yes, It's open on Service Catalog.