Using a Service Desk Macro to launch an ITPAM process.

Document ID : KB000050777
Last Modified Date : 14/02/2018
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Description:

This document walks through creating a Service Desk macro, event and activity notification to launch an ITPAM process when a request changes statuses.

Solution:

In ITPAM, create a Process and Start Request Form that launches that process.

Right click on the Start Request Form and select the Keywords tab. Add macro as a keyword.

Figure 1

For this example, we will need to have a Request Category of "ITPAM" and a Request Status of "Request to Close" in Service Desk. This doc assumes this has already been done.

In Service Desk, go to the Administration tab and expand "Events and Macros" and then "Macros". Click the "Create New" button.

Figure 2

Select "Execute CA IT PAM Action" for the Macro Type and "Request/Incident/Problem" for the Object Type. Give it a Symbol of your choice.

Figure 3

Click on the "CA ITPAM Definition" lookup and browse for the Start Request Form in ITPAM.

Figure 4

If this screen is blank, make sure you added the macro keyword to the Start Request Form in ITPAM. Also make sure the Options Manager settings in Service Desk are correct for ITPAM including ITPAM URL and ITPAM username/password. Save.

Figure 5

On the Administration tab expand "Events and Macros" and "Events". Click the "Create New" button.

Figure 6

Figure 7

File out the Name, Object Type, etc. and Save. Then Edit. Then click on the Condition lookup link and click "Create New".

Figure 8

Select a Macro Type of "Site-defined Condition" and an Object Type of "Request/Incident/Problem".

Figure 9

Click the "Add Condition" button.

Figure 10

Browse for "Select an Attribute" and select Object Type of "category" for Request/Incident/Problems.

Change "Select Attribute or Data Value" to "Data Value". Type in ITPAM for the category Data Value. Save.

Figure 11

Click "Add Condition" again.

Figure 12

Browse for "Select an Attribute" and select Object Type of "status" for Request/Incident/Problems.

Change "Select Attribute or Data Value" to "Data Value". Type in "Request to Close" for the status Data Value. Save.

Figure 13

Close this window to get back to the Event.

Figure 14

Now click on the Action Information tab.

Click Update Actions on True.

Figure 15

Set Type to Execute IT PAM Action.

Figure 16

Click Search.

Figure 17

Add the ITPAM Macro and click ok.

Figure 18

Back on the Administration tab in Service Desk, click on Notifications>Activity Notifications:

Figure 19

Find and click on "Update Status".

Figure 20

Click on the Events tab and click "Update Events"

Figure 21

Add the Launch ITPAM Process Event and click OK.

Now, to test this out, open a request with a category type of ITPAM. Save. Then edit and change the status to "Request to Close". The ITPAM process will then be launched.