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CA Service Management - 14.1
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Integrate CA Service Desk Manager with CA Process Automation Manually

Last update April 9, 2019

CA Process Automation is a stand-alone CA product with features for automating and tracking hardware and software administration tasks in enterprise IT environments. CA Process Automation automates tasks and manages user interactions, such as approvals and notifications for compliance and accuracy within production environments.

When you integrate CA SDM and CA Process Automation, you can leverage the benefits of CA Process Automation workflow capabilities from key points within CA SDM. An effective integration between CA SDM and CA Process Automation requires you to understand both products.

CA Process Automation Components

CA Process Automation offers multiple capabilities and structures that facilitate a wide range of activities as part of CA Process Automation process management. For the integration with CA SDM, however, only the following CA Process Automation components are critical for CA Process Automation integration:

  • Process Definition -- Identifies a collective series of tasks, steps, and conditions that are structured in a specific order to be initiated, and completed by various individuals or parties. This component is the central building block of all CA Process Automation content.
  • Start Request Form -- An object containing descriptive information for end users. The Start Request Form presents a process definition to users while hiding the technical details of the process definition.
  • Keywords -- A list of pre-defined words or phrases to attach to Start Request Forms.
  • Automation Library -- An area within CA Process Automation that stores and shows Process Definitions and Start Request Forms.
  • Library Path or Reference Path -- A folder structure that organizes and describes Process Definitions and Start Request Forms within the automation library.
  • Process Instance -- An active entity that executes the rules that are defined in a process definition. The process instance progresses until the process definition state is complete.
  • Process Instance Log Messages -- A configurable, running record that details the progression of activities of the process instance. Log message categories are useful to the CA SDM integration with CA Process Automation.

Note: The scope of the definitions of CA Process Automation components is limited to the usage within CA SDM. For information about CA Process Automation components and capabilities, see the CA Process Automation documentation.

Complete the following steps only if you are not able to integrate CA Process Automation and CA SDM through the CA Service Management installer:

Verify the Integration Requirements

You can integrate CA Process Automation and CA SDM to coexist on a single server when the server architecture supports both products. When CA Process Automation or CA SDM components cannot integrate on the same server, consider installing each product on separate servers.

Important! If CA Process Automation is configured in FIPS mode, you must also configure EEM server and EEM SDK in FIPS mode. For more information about configuring the EEM SDK in FIPS mode, see the CA EEM documentation.

Before you configure CA Process Automation and CA SDM, confirm that both products are installed and are working independently.

Follow these steps:

  1. Open a browser on the server that hosts CA SDM and verify that a CA Process Automation user can log in to CA Process Automation. Change the place holders to match the target CA Process Automation installation.

    http(s)://<server>:CA Portal/itpam
    
  2. Enter the following URL. Change the place holders to match the target CA Process Automation installation.

    http(s)://<server>:CA Portal/itpam/JNLPRequestProcessor?processType=startUI
    

    The CA Process Automation product is accessible from the CA SDM host.

Install the CA Process Automation Workflow Options

When you install the CA Process Automation Workflow options, you specify connectivity between CA SDM and CA Process Automation. If you are using CA EEM for authentication, you also specify the CA EEM host name.

Follow these steps:

  1. On the Administration Tab, select Options Manager, CA IT PAM Workflow.
    The Option List appears.
  2. Right-click the name of each option and select Edit from the context menu. Install the following options:
    • caextwf_eem_hostname
      Specifies the name of the CA EEM server. For example, <wf_hostname> identifies the authentication hostYou install caextwf_eem_hostname only if you configured CA Process Automation to use CA EEM as an authentication server. CA SDM uses this value to transform a user name and password into a CA EEM token. Then, the user name and password do not pass in plain text over HTTP.

      Note: If the CA Process Automation installation is not using CA EEM, do not place a value in the caextwf_eem_hostname option, and do not install the caextwf_eem_hostname. Placing a false value or installing caextwf_eem_hostname when it is not necessary causes the integration to fail.
    • caextwf_endpoint
      Specifies the URL that points to the CA Process Automation web services by including the CA Process Automation host name, port, and the mandatory /itpam/soap path. For example, http://<wf_hostname>:<wf_tomcat_port>/itpam/soap identifies the endpoint. If your implementation uses CA EEM, installing the caextwf_eem_hostname option is required for the integration between CA Process Automation and CA SDM to operate properly.
    • caextwf_log_categories
      Specifies a comma-separated list of CA Process Automation process instance log category names to appear on the CA SDM Request, Change Order, and Issue Workflow Tasks tab. For example, Operator,Response,MyOwnCategory supplies three log categories.
      You install caextwf_log_categories based on business decisions from the CA SDM and CA Process Automation process design personnel. This option adjusts the default data that appears on the Workflow Tasks tab for requests, change orders, and issues.
      When you install the caextwf_log_categories option, all CA Process Automation process instance log messages from the Process category and the categories that you specify appear on the Workflow Tasks tab. When you do not install caextwf_log_categories, only the CA Process Automation process instance log messages from the Process category appear on the Workflow Tasks tab.

    • caextwf_processdisplay_url
      Specifies how to launch a graphical snapshot of a CA Process Automation process instance by supplying the host name and the mandatory /itpam/Web.jsp?page=runtimeeditor&ROID path. For example, http://<wf_hostname>:<wf_tomcat_port>/itpam/Web.jsp?page=runtimeeditor&ROID= launches a snapshot of a process instance. On the Workflow Tasks tab of a request, change order or issue, the user selects View Process to see the snapshot. 
      Installing the caextwf_processdisplay_url option is required for the integration between CA Process Automation and CA SDM to operate appropriately.
    • caextwf_worklist_url
      Specifies the process instance path by supplying the host name and the mandatory /itpam?page=tasklist path. For example, http://<wf_hostname>:<wf_tomcat_port>/itpam?page=tasklist enables CA SDM users to see a list of CA Process Automation process instances that require attention. The list appears in CA Process Automation when the CA SDM user selects a link associated with any listed task in the request, change order, or issue Workflow Tasks tab.
      Installing the caextwf_worklist_url option is required for the integration between CA Process Automation and CA SDM to operate properly.
    • caextwf_ws_password
      Specifies the administrative password associated with the CA Process Automation user name from the caextwf_ws_user option. CA SDM uses the user name and password to access the CA Process Automation web service functions to perform integration activities such as selecting start request forms, process definition information, and process instance information. 
      Installing the caextwf_ws_password option is required for the integration between CA Process Automation and CA SDM. The password and user name that you specify requires the appropriate access to CA Process Automation. However, it is not necessary the CA Process Automation user name and password to exist within the CA SDM contact records.
    • caextwf_ws_user
      Specifies the CA Process Automation administrative user name associated with the CA Process Automation user name from the caextwf_ws_password option. CA SDM uses the user name and password to access the CA Process Automation web service functions. These services perform integration activities such as selecting start request forms, selecting process definition information, selecting process instance information, or launching process instances.
      Installing the caextwf_ws_user option is required for the integration between CA Process Automation and CA SDM to operate. The user name and password that you specify requires the appropriate access to CA Process Automation. However, it is not necessary the CA Process Automation user name and password to exist within the CA SDM contact records.
    • caextwf_retry_count
      Specifies the number of times an event is triggered if CA Process Automation is unavailable. CA Process Automation Workflows can be attached to CA SDM tickets (for example,Change Orders) through CA SDM Events and Macros. The attached events are triggered by CA SDM at the specified retry interval duration. During retry, if the CA Process Automation is unavailable, the attached event is marked as Unknown and the process is not executed. CA SDM retry mechanism automatically re-triggers the attached Unknown events when CA Process Automation is unavailable. Default value is 3 and  can be set in the range [1 – 20].
    •  caextwf_retry_interval
      Specifies time interval after which the event is again triggered in case CA Process Automation is unavailable.
  3. Click Install.
  4. Restart the CA SDM service.
    The CA SDM and CA Process Automation can communicate even though there is no process instance data. CA SDM and CA Process Automation are ready for you to create CA Process Automation process definitions and CA Process Automation start request forms.

Set Up SSL Communications with CA Process Automation

For security reasons, CA Process Automation implementers may have chosen to install or reconfigure CA Process Automation to require SSL communications. If CA Process Automation is configured to require SSL communications, integrated applications such as CA SDM require a certificate from the CA Process Automation keystore for communication.

Follow these steps:

  1. Configure CA SDM options to use the CA Process Automation HTTPS address.
  2. Export the CA Process Automation keystore certificate to a file and copy the file to CA SDM.
  3. Load the certificate file into CA SDM using the CA SDM pdm_keystore_mgr utility.
  4. If applicable to your CA SDM architecture, update the version control files to deliver the CA SDM keystore to all secondary servers.
  5. Restart CA SDM.

Enable Communications When CA Process Automation is SSL Enabled

When CA Process Automation communicates with SSL, configure the CA SDM servers to communicate with CA Process Automation.

To enable communications when CA Process Automation is SSL enabled, do the following tasks:

  1. Verify that you can use CA Process Automation in a browser, without launching CA SDM. Record the CA Process Automation URL and use it for reference when you configure the CA Process Automation Workflow options in Options Manager.
  2. Log in to CA SDM and install or modify the CA Process Automation Workflow options in Options Manager. For each of the following options, use the syntax https://server:8443 instead of http://server:8080 for reaching the SSL enabled CA Process Automation application. If the CA Process Automation installation uses another port instead of the 8443 SSL port, specify the appropriate port number.
    • caextwf_endpoint
    • caextwf_processdisplay_url
    • caextwf_worklist_url
    Note: If the values do not match the actual CA Process Automation installation values, CA SDM cannot communicate with CA Process Automation. A runtime error occurs. Verify that the values match the actual CA Process Automation installation values, because the CA Process Automation installer might have selected a different port instead of port 8443.
  3. On the CA Process Automation server, locate the KEYSTOREID and itpam.web.keystorealias entries in the following file:

    C:\Progra~1\ITPAM\server\c2o\.config\OasisConfig.properties
    
    
  4. Copy the KEYSTOREID. Be prepared to paste the KEYSTOREID value as the password after you issue the keytool command.
  5. On the CA Process Automation server, issue the following keytool command as one line on the command line:

    C:\Progra~1\ca\sc\jre\1.6.0_00\bin\keytool.exe -keystore C:\Progra~1\ITPAM\server\c2o\.config\c2okeystore -export -alias <keystorealias> -file itpam.cer
    
    

    The keytool utility prompts you for a password.

  6. Paste or type the KEYSTOREID value as the password.
    The keytool utility uses the final parameter (-file itpam.cer) to create a file that is named itpam.cer. The itapm.cer file contains the necessary certificate information for communications with CA SDM.
  7. Move the itpam.cer file to one of the following locations on the CA SDM server:
    • (Windows) %NX_ROOT%\bin
    • (UNIX) $NX_ROOT/bin
  8. Import the CA Process Automation certificate information into CA SDM by entering the following command:

    (Windows) pdm_perl %NX_ROOT%\bin\pdm_keystore_mgr.pl -import %NX_ROOT%\bin\itpam.cer
    (UNIX) pdm_perl $NX_ROOT/bin/pdm_keystore_mgr.pl -import $NX_ROOT/bin itpam.cer
    

    The pdm_keystore_mgr.pl script generates the keystore file in the following locations:

    • (Windows) %NX_ROOT%\pdmconf\nx.keystore
    • (UNIX) $NX_ROOT/pdmconf/nx.keystore
  9. The nx.keystore must be delivered to the following CA SDM servers, depending on the CA SDM configuration:
    • Conventional:Secondary server.
    • Advanced Availability: Application and standby server.
    Open the server_secondary.ver file from one of the following locations:
    • (Windows) %NX_ROOT%\site\server_secondary.ver
    • (UNIX) $NX_ROOT/site/server_secondary.ver
  10. Modify the server_secondary.ver for version control by adding the following information:

    [SSL_Keystore]
    filename = "nx.keystore"
    directory = "$NX_ROOT/pdmconf"
    component_type = "file"
    O_mode = "RW"
    g_mode = "RW"
    w_mode = "RW"
    file_ctl
  11. Restart CA SDM. 
    The CA SDM server can communicate with the SSL enabled CA Process Automation application. 

Configure the Integration

Both CA Process Automation and CA SDM, as stand-alone products, have individual requirements for authentication and authorization. To support a unified Service Oriented Architecture (SOA) strategy, you can configure both products to use CA EEM for authentication.

When you install CA Process Automation with CA EEM as the authentication server, the installer creates several policies and eight essential entities by default:

  • Four application users: pamadmin, pamuser, pamproduser, and pamdesigner.
  • Four application groups: PAMAdmins, PAMUsers, Designers, and Production Users.

CA SDM users who also use CA Process Automation can be divided between PAMAdmins and PAMUsers as follows:

  • CA SDM analysts must be members of PAMUsers when their duties entail:
    • Approving, rejecting, or otherwise responding to CA Process Automation Interaction Request Forms.
    • Listing CA Process Automation process instances assigned to the user.
    • Viewing the graphical display by clicking the View Process button of CA Process Automation's process status screen. The CA Process Automation PAMUsers group requires an additional CA Process Automation policy to grant access the graphic.
  • CA SDM analysts are members of PAMAdmins when their duties entail:
    • Creating and checking in CA Process Automation process definitions and/or start request forms.
    • Terminating process instances directly within CA Process Automation. Terminating process instances are an administrative exception to expected integration procedures.
    • Delegating CA Process Automation process instance tasks.
    • If the user is the user name defined in CA SDM Options Manager.
  • CA SDM users require no access to CA Process Automation when their duties entail:
    • Creating requests, change orders, and issues that launch CA Process Automation instances.
    • Reviewing the Workflow tab which shows CA Process Automation process instance status and task information.
    • Changing the status of a request, change order, or issue which causes the termination of a CA Process Automation process (such as canceling a change order).
    • Selecting a CA Process Automation process definition on a CA SDM request area, change category, issue category.

Finalize the Integration

If you have CA SDM and CA Process Automation integration, set up the Single Sign-On (SSO).

Follow these steps:

  1. Verify that the following requirements have been met:
    • CA SDM and CA Process Automation are configured to use the same CA EEM installation.
    • The user that logs in to CA SDM is also a user in CA Process Automation.
    • When CA EEM uses the internal database as a user store, the users must have either global permissions or belong to the same folder. Otherwise, if CA EEM references an external user store like an external directory or CA Siteminder, the users must be of the same store to access single sign-on.
  2. Install CA EEM from CA Service Management installation or use any existing CA EEM install (for example, CA EEM for CA Process Automation).
  3. On the CA SDM Administration tab, install the following options from under the Options Manager, Security folder:
    • eiam_hostname
    • use_eiam_authentication
    Note: You do not need to install the option caextwf_eem_hostname under Options Manager, CA Process Automation folder. But if you do install it, the value must be the same as eiam_hostname option.
  4. Restart CA SDM.
  5. To create a user in CA Process Automation, perform the following:
    1. Log in to CA EEM using the CA Process Automation application context using the EiamAdmin userid or any other administration user.
    2. Select the Manage Identities tab and click the icon next to the Users folder.
    3. On the New User page, the Name field at the top is the userid that must match the userid in the CA SDM contact table.
    4. Click the Add Application User Details button and complete the following:
      • Add any of the groups that are listed. Add at least one of these groups in order to be able to log in to CA Process Automation.
      • Complete the New User fields, such as First Name, Last Name, Display, and Password.
  6. Create a user in the CA SDM contact table with the same userid. Verify that the Access Type Validation Type field for the user is set to CA EEM.
    You can log in to CA EEM and CA SDM with this user and the password specified in CA EEM.

CA Process Automation Integration with CA SDM at Run Time

When you enable the integration, CA SDM users experience the following:

  • On a new Request, Change Order, or Issue, a CA Process Automation process instance initiates based on the ticket category or area. Summary information immediately appears on the Workflow Tasks tab.
  • When a Request Area, Change Category, or Issue Category changes, an attached CA Process Automation process instance terminates and a new process instance initiates.
  • When a CA SDM user attempts to close a Request, Change Order, or Issue where the CA Process Automation process instance is not yet complete, the user cannot close the ticket. Instead, the user must first cancel the ticket. The Cancel status terminates the CA Process Automation process instance before the ticket closes.
  • When a user wants to understand the state of the process instance without navigating away from the ticket, the user can click the ticket Workflow Tasks tab. The Workflow Tasks tab shows the process instance start date, end date, current state, and a current audit trail of messages indicating the path of the process instance.
  • When a user wants to see the current path of the process instance relative to the entire process, the user selects the View Process button on the Workflow Tasks tab. The View Process button launches a graphical snapshot of the entire process instance, and shows the current path.
  • When a user wants to see CA Process Automation interaction request forms that are waiting for user action, the user can select any entry in the Workflow Tasks tab. The Workflow Tasks tab contains an audit trail of process instance messages that appear on the CA Process Automation task list.
Note: When a user selects the CA SDM View Process button or CA Process Automation process instance messages, the system prompts for a CA Process Automation user name and password for a single browser session. After the initial prompt, the system does not prompt the user again until the CA SDM browser closes.

How to Create a Process Definition

When you create the process definition, you populate CA Process Automation with content to appear in CA SDM. You use the CA Process Automation graphical process designer to create, test, and check in a process definition. From CA SDM, you can also create macros to initiate CA Process Automation processes. To create a process definition in CA Process Automation, perform the following:

Follow these steps:

  1. Log in to the CA Process Automation client as an administrative user.
  2. Use the CA Process Automation graphical process designer to create, test, and check in a process definition. When you work with the process definition, use the instructions in the CA Process Automation user documentation.

    Note: If you fail to check in the process definition before attempting to use it, the workflow cannot operate properly in CA SDM.

    The following process definition items are available in CA SDM:

    • Process Name
      Appears on the Request Area, Change Category, and Issue Detail page. The process name also appears on the Workflow Tasks tab of a ticket. The process name describes the process definition to CA SDM to Analysts and other users who manage tickets.
    • Process Reference Path
      Appears on the Request Area, Change Category, and Issue Detail pages. The Process Reference Path also appears on the ticket Workflow Tasks tab. The Process Reference Path can be useful to describe the purpose of the process to end users. For example, "/Processes/Approval" is not helpful. Instead, a reference path like "/Office Supplies/Approvals/Over-200-CA SDM" describes the workflow to manage orders that exceed $200 US dollars.
    • Process Log Messages
      Appears on the CA SDM ticket Workflow Tasks tab. By default, a record of activities stores with the process instance. Process log messages have the Process category. A process designer can create custom messages to appear on the Workflow Tasks tab of a CA SDM ticket.

Create a Start Request Form

When you create a Start Request Form, you associate it with the process definition and check it in. You include the appropriate keywords in the Start Request Form properties. If the appropriate keyword is missing from the Start Request Form properties, the Start Request Form and its associated process definition fail to appear in CA SDM.

Follow these steps:

  1. Log in to the CA Process Automation client as an administrative user.
  2. Open the CA Process Automation Library and navigate to the path Start Request Form.
    The Start Request Form appears in the right pane of CA Process Automation library.
  3. Select the Start Request Form from the list.
    A shortcut menu appears.
  4. Select Properties.
    The Library Object Properties page appears.
  5. (Optional) Click the General tab and modify the description of the Start Request Form. Add a description that identifies the proper usage of the Start Request Form and the associated Process Definition to the CA SDM Administrator.
  6. Click the Keywords tab.
    The Keywords tab is active.
  7. Click the ab+ icon.
    A row adds to the empty list.
  8. Click the row.
    A blinking cursor highlights the row and indicates the row is ready for typing.
    1. Enter one of the following values to associate a keyword to the appropriate ticket area or category. 
      For example, to make a Start Request Form available for a CA SDM request area, enter the pcat keyword.

    2. Add a row to the list for each applicable keyword. 
      For example, to make the Start Request Form appear on both request areas and change categories, add one row for the chgcat keyword and another row for the pcat keyword.
    3. Click OK.
      CA Process Automation saves the keywords and description and closes the Library Object Properties dialog.
    4. Check in the Start Request Form.

      Ticket
      Use Keyword
      request area pcat
      change category chgcat
      issue category isscat

      Note: If you fail to check in the Start Request Form, the form fails to appear in CA SDM.

      The CA Process Automation Start Request Form information appears on the CA SDM Start Request Form List. The CA SDM administrator can associate the CA SDM Start Request Form with the Process Definition, on a Request Area, Change Category, or Issue Category Detail page.
      The following Start Request Form items appear in CA SDM:

    • Start Request Form Name
      Appears on the Request Areas, Change Categories, and Issue Categories list pages.
    • Start Request Form Reference Path
      Appears on the Request Areas, Change Categories, and Issue Categories list pages.
    • Start Request Form Description
      Appears on the Request Areas, Change Categories, and Issue Categories list pages. The text in this field describes how the Start Request Form is appropriate for selection on a particular Request Area, Change Category, or Issue Category.
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