CA Service Management

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  • 1.  CA USS & CA SDM - How it works the graphical process?

    Posted Jan 03, 2017 03:21 PM

    Hi guys, 

     

       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?

     

    Regards

    Tiago 



  • 2.  Re: CA USS & CA SDM - How it works the graphical process?

    Broadcom Employee
    Posted Jan 03, 2017 08:24 PM

    Tiago,

     

    Is Service Catalog in picture too?

     

    _R



  • 3.  Re: CA USS & CA SDM - How it works the graphical process?

    Posted Jan 03, 2017 09:04 PM

    Hi Raghu.Rudraraju ,

     

       Yes, It's using Service Catalog. 

     

    Regards

    Tiago Macul



  • 4.  Re: CA USS & CA SDM - How it works the graphical process?

    Broadcom Employee
    Posted Jan 03, 2017 09:08 PM

    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)?

     

    _R



  • 5.  Re: CA USS & CA SDM - How it works the graphical process?

    Posted Jan 04, 2017 08:28 AM

    HI Raghu Rudraraju ,

     

       yes, It's open on Service Catalog.

     

     

    Regards



  • 6.  Re: CA USS & CA SDM - How it works the graphical process?
    Best Answer

    Broadcom Employee
    Posted Jan 04, 2017 09:21 AM

    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)

       

    casc_aty_sync

    CA Service Catalog

    LOG

     

     

    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.

     

    _R

     



  • 7.  Re: CA USS & CA SDM - How it works the graphical process?

    Posted Jan 05, 2017 08:27 AM

    Hi Raghu.Rudraraju ,

     

       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.

     

    CASC_ATY_SYNC

      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

     

    Regards

    Tiago Macul