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The end users submit tickets in CA in ServiceAide Cloud Service Management Management (CSM) for various service desk functions. The analyst assigns each of these tickets to a support group for the resolution. The manual tracking and assignment of tickets to support groups is a difficult and time consuming process. For more information, see Create and Manage Auto Routes.
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A task flow is a set of task groups and individual tasks that are required to process a request. The request is processed in a way that the successful completion of one set of tasks is required for initiating the next set of tasks. Create the first set of tasks in the beginning. CA Cloud Service Management CSM creates the set of task tickets for next task or task group when a task or task group completes successfully. If a particular task or task group fails to execute, the task flow fails and reinitiation is required. For more information, see Create and Manage Task Flows.
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Create and Manage Holiday Groups
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CA Cloud Service Management CSM entities such as support groups, configuration items, and process workflows(Assign tab on the Process Workflow entry criteria) have an associated availability schedule. A holiday list is used to define the working and non-working days for an entity. Business hours imply when the entity is available. A holiday list implies when an entity is not available. |
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