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The end users submit tickets in CA Cloud Service Management in Serviceaide Intelligent Service Managementfor 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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For more information, see Create and Manage Workflow Actions.

Create and Manage Task Groups

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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 Intelligent Service Management 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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A Knowledgebase (KB) article is a record that contains information about setting up and configuring an IT service. A KB article can also have instructions for troubleshooting frequently occurring or previously reported incidents. You can create, store, approve, control access, and distribute the KB articles to end users and IT support providers. An administrator can create approver and reviewer groups, with matching conditions according to the KB article category.  Only active users and groups are added as approvers and reviewers. At least one approver is required to approve an article. For more information to submit an article for approval, see Create and Manage Knowledgebase Knowledge Base Articles.

Follow these steps:

1. Create Approval Groups: Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Approval Groups and click Create New.
2. Fill in the details and click Apply  Changes.
3. Create Matching Criteria: The application selects the approval group that is based on the matching criteria. Construct the matching condition by providing values in the fields. If matching criteria is not configured, the approver or reviewer group is applied to all articles submitted for approval.
4. Add Approvers: To add the approvers, use the Approvers tab. Select individual active users and groups that are listed in the lookup.
5. Add Reviewers: To add the reviewers, use the Reviewers tab. Select individual active users and groups that are listed in the lookup.
6. Click Apply  Changes.

Create and Manage Holiday Groups

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