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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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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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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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