Actions


Once an incident, service request, change request, investment request or problem has been created, it can lead to actions generated via the workflow associated with the category of the object. 

  • Support persons can consult their actions or those of their group in the Quick Dashboard.
  • When an action is performed, this modifies the status of the current object which enables you to monitor the progress of the processing.
  • Actions can be automatic or manual. In this case, the Support person can:
    • Indicate that the action is completed. The workflow will proceed to the next step.
    • Redirect the action to another group or group member belonging to the same level or to a lower level, or escalate it to another group or group member belonging to a higher level.
    • Requalify the category of the object. A new workflow will then start.
    • Suspend the processing of the object and resume it at a later time. The SLA will be interrupted during the time on-hold.
  • The action can be charged back to the recipient of the object using costs defined for the action type level.

Example

Action Action Type Can be performed by
Initial approval of direct manager Manual

Requestor's Department manager

Recipient's manager

Send email to recipient Automatic (Confirmation of direct manager's approval)
  • Order/Reservation on equipment stock
  • Reception of ordered equipment
Manual Logistics manager
Installation of equipment Manual Technician
  • Hold ==> Pending reception of spare parts
  • Reopen ==> Reception of missing parts
Manual Technician
Final approval Manual Recipient

Notes

  • When the current object is linked to a parent, its progress is managed by the workflow of the parent object.
    • Actions are performed on the parent object.
    • When the parent object is solved or closed early, the child object will have the same status. It can also proceed with a closing workflow.

Best Practice big icon.pngBest practice

  • If possible, give priority to the processing of late actions that are displayed in the QuickDashboard - Late actions counter.png counter in the Quick Dashboard.
  • Logistics action types are not visible in the Quick Dashboard. To see them, select Operation > Service Requests > Logistics, Transition > Logistics or Strategy > Logistics in the menu.

Screen description

 Action.png

Menu access: (menu) > Actions > My Actions / Actions for my Groups / All Actions

Number: Automatically generated non-modifiable number of the current object when the form was created. 

Priority

Priority: Automatically calculated level based on the urgency and impact of the current object, used to prioritize the processing of objects with the same target resolution date.

Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

  • To display the workflow associated with the object, click ? next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.

SLA Target: The target processing date for the current action, calculated using the start time and the SLA of the object. 

  • The date and time are displayed in the time zone of the recipient.
Recipient

Recipient: Name of the person concerned by the current object. It can be different from the requestor

  • A VIP user is indicated by one or more Red star.png depending on the user's VIP level. This means that the object must be given top priority in processing.
IsTemplate

Is a Template: Used to indicate if the current object can be used as a template (box is checked) or not (box is not checked). If it is used as a template, certain information in the template will automatically be preloaded when a new object is created.

  • You can use a template in a quick call by selecting the Use an Incident Template wizard or click the [ COPY FROM TEMPLATe ] button. Open url.png  See the procedure.
  • The preloaded information is specific to the template. New objects will also inherit the other information from the catalog.
  • To define the list of fields that should not be duplicated,  select Administration > Other Parameters > {SM} List of Table Columns "SDREQUEST" to exclude from the Duplicate Wizard Incident.
Description

Description: Description of the current object entered by the Technical Support person in the quick call, or by the user via the Self Service portal.

Category

Category: Catalog entry of the current object, used to run the relevant workflow.

Action to Complete: Description of the action associated with the step of the workflow that manages the current object.

OLA Target: Used to calculate the speed of intervention defined in the OLA for the action. This can be the OLA defined in the workflow step or the OLA of the group for actions outside the workflow (escalation or redirection).

  • The date and time are displayed in the time zone of the recipient.
     

Service (for Incident, Service Request or Change Request actions) / CI Name (for Change Request or Problem actions): Configuration item (CI) concerned by the current object.

Equipment

Equipment: Asset tag of the equipment concerned by the current object.

  • Sensitive equipment is indicated by one or more Red star.png depending on the critical level. This means that the object must be given top priority in processing.
HyperlinkDocument

Attachments link (followed by the number of documents): Used to attach a list of documents to the current object and access the files, e.g. error file, screenshots. 

  • Access: Also via the Attachments tab.
HyperlinkQuestionnaire

Questionnaire link (followed by the number of questions): Used to display the questionnaire associated with the current object and all related questions.

HyperlinkSearch

Search link: Used to run a full text search in the problem knowledge base, the known error base, the history of incidents/service requests/change requests/investment requests/problems/actions/events and using other external search engines.

  • Click one of the records to display its details.
  • Next, click [ USE FOR SOLUTION ] at the bottom of the window to copy the description to the current object automatically.
HyperlinkKnownError

Known Errors link: Used to search if there is an existing solution for the category of the current object in the known error base.

  • The link is followed by the number of known errors:
    • If the incident is qualified, this is the number of known errors defined for the category.
    • If the incident is not qualified, this is the total number of known errors in the base.
  • When a known error is selected:
    • The description is automatically copied to the form of the current object.
    • If the incident is not qualified, the category of the known error will automatically be loaded, provided the Other Parameters {SM} Do not inherit the related Known Error's Category option is disabled.
  • In Other Parameters, the search can be extended to include all known error categories, e.g. {SM}} Filter Known Errors.

Comment: Description of the intervention performed for the action.

ButtonCreateTask

[ LOG ACTIVITY ]: Used to store a trace of the action that is unplanned in the workflow.

        Example documentation icon EN.png  Internal tests, remote control, software distribution, unreachable user

  • An action is automatically generated and completed (end date is specified). It is visible in the history, provided the action type authorizes its display. 
  • Outside Calling Number: Identifier of the external application for the task.
  • Action Type: List of action types defined for the menu associated with the current object, e.g. Operation or Transition.
  • Date: Date on which the task was created.
  • Duration: Duration of the intervention in HH:MM.
  • Contact: Name of the user contacted during the intervention.
  • Fixed Costs: Cost of the charged back action irrespective of the task duration. By default, this cost is specified for the action type associated with the action.
  • Hourly Costs: Cost charged back for each hour spent on the task. By default, this hourly cost is specified for the action type associated with the action.
  • Total Hourly Costs: Calculated field = Hourly Costs * Duration.
  • Total Costs: Calculated field = Fixed Costs + Total Hourly Costs.
  • [ CALCULATE COSTS ] : Used to update the Total Hourly Costs and Hourly Costs calculated fields.

[ HOLD/REOPEN ]: Used to suspend and resume the processing of the current object, generally when an external event prevents its processing within the planned deadline.

        Example documentation icon EN.png  User absence, pending reception of a spare part

  • When processing is put on hold:
    • The Hold action is automatically generated. 
    • The status of the element is On Hold
    • The workflow is suspended. 
    • The SLA will be interrupted during the time on-hold. The calculation of the speed of intervention and delays will automatically be paused.
  • When processing is resumed:
    • The Reopen action is automatically generated. 
    • The status of the element is the status prior to interruption. 
    • The workflow is resumed. 
    • The SLA is resumed. The calculation of the speed of intervention and delays will restart. The duration of the time on-hold will be added to the target intervention date which will be recalculated. 
    • Linked incidents will keep their Related Incident status.

[ TRANSFER ]: Used to transfer the current object to a group or group member and start the standard workflow associated with the category.

  • Note: The button is disabled if the current action is suspended. It becomes active again once processing is resumed.
  • You can define the groups that are not authorized for the transfer by selecting Project > Directory > Groups > Groups: Transfers not authorized.
  • The target resolution date is calculated using the SLA associated with the current object.
  • The Quick Dashboard counters are automatically updated.
  • Transfer options:
    • Redirect to a Group of the same Level: Used to transfer the current object to another member of the current group or to another group belonging to the current level.
    • Escalate to a Group of a higher Level: Used to transfer the current object to a group or group member belonging to the level immediately above the current level. Note: You can define if users can escalate an object to all higher levels in Other Parameters {SM} Authorization to escalate to any available Group.
    • Redirect to a Group of a Lower Level (Note: Only if the current group does not belong to the first level): Used to transfer the current object to a group or group member belonging to the level immediately below the current level.
              Example documentation icon EN.png  Escalated by mistake, redirected from the Expert group to the Support group
    • Requalify the Category (Note: Only if authorized by the action type): Used to modify the category of the current object.
      • The workflow associated with the new category will start.
      • The SLA Target date of the current object must be recalculated.

[ COMPLETE ACTION ]: Used to indicate that the action is completed and to enter the intervention summary.

  • Note: The button is disabled if the current action is suspended. It becomes active again once processing is resumed.
  • The status of the current object has the exit value defined for the step of the workflow associated with the action.
  • The workflow will proceed to the next step.
  • You can enter the intervention cost of the action as hourly or fixed costs.
  • A message will display the objects linked to the current object.
    • An email can be sent to the relevant users. 
    • When the current object is closed, linked objects will automatically be closed.


ActionsHistory

History of Actions table: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History table.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

    Color key for action rows:

Color Action type Description

Action History table - Finish color.png

Completed

  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

    Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.

List of tabs

        Action tabs.png

For Incident, Service Request and Problem actions available in the Operation menu
RelatedActions

Related Actions: List of actions outside the workflow associated with the current action.

  • Update: Use the Create Related Action wizard.
  • The processing of the current action will proceed even if linked actions have not yet been performed.
  • When an action linked to other actions is solved or closed, a message will ask you if you want to end or delete the linked actions.

    Difference between linked actions and tasks:

  • Linked actions are performed at the same time as workflow actions. Team members other than the manager of the action may be involved in the processing of the task. They generate an action to be performed by a group or Support person. They can be charged back based on hourly or fixed costs entered in the intervention summary.
  • Tasks are completed once they have been generated. Only the manager of the action is involved. They can be charged back based on hourly or fixed costs.

Related Changes: List of change requests linked to the current object.
CI: List of configuration items (CI) in the current object, other than the main CI specified in the quick call.
  • Update: Use the form of the current object.
Orders

Orders: List of orders associated with the current request.

  • Update: Each time an order linked to the current request is placed.
  • The list displays both closed orders and open orders.
Summary

Summary: Summary of the main information related to the resolution of the current action (Support person, processing time, delay, etc.).

  • Update: Once the action is completed.
Consumables

Consumables: List of consumables in the current object.

  • Update:
    • Automatically via destocking actions in the logistics step of the workflow for the current object.
    • Use Add icon.png in this tab to perform destocking actions outside the logistics step of the workflow.
  • To delete a row: Delete icon.png. The quantity is automatically reintegrated into the storage location stock.
Note: Tabs not available for Incident and Problem actions.
Discussions

Discussions: List of discussions which users can access based on their domain and discussion visibility.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.
Attachments

Attachments: List of documents associated with the current object.

  • Update: Depending on the object, use Add icon.png in this tab or in the Details tab > Attachments link  - Open url.png See the Description.
  • To cancel an existing link: Delete icon.png

Known Errors: List of known errors associated with the current object.
Related Events: List of events linked to the current object.
Financial

Financial: Set of financial information used for the charge back of the current action based on hourly or fixed costs.

HistoryOfChanges

History of Changes: List of all modifications made to the form of the current object. 


Related Incidents: List of incidents linked to the current object.
  • Update: Use the Link to an Incident wizard (only for Problem actions) or the Link to a Parent Incident wizard (only for Incident actions).
  • When the parent incident is closed, all linked incidents will automatically be closed.
EquipmentSoftware

Equipment/Software: List of equipment and software in the current request.

  • Update: When the request is created. Subsequently, use the Update Request Detail wizard.
  • To modify prices only, click Edit icon.png next to the row you want.
News

News Articles: List of news articles associated with the current object.

  • Update: Via the news articles on the category and the CI associated with the current object.
    • For a problem, click the [ PUBLISH THIS ELEMENT AS NEWS ARTICLE ] button in the wizard for creating a known error.
    • For an incident/request, you can also use the quick call.

Related Problems: List of problems linked to the current object.
QuestionsResponses

Questions/Responses: History of all answers to questions in questionnaires associated with the current object.

  • Update: Use the steps of the workflow associated with the current object.

Related Services: List of service requests linked to the current object.
ChargedBackServices

Charged Back Services: List of options that can be charged back for the current request.

  • Update: When the request is created.
  • Charge back elements are based on the service request catalog when the request was created. Subsequent modifications will not affect the request.


For Change Request and Investment Request actions available in the Transition menu
RelatedActions

Related Actions: List of actions outside the workflow associated with the current action.

  • Update: Use the Create Related Action wizard.
  • The processing of the current action will proceed even if linked actions have not yet been performed.
  • When an action linked to other actions is solved or closed, a message will ask you if you want to end or delete the linked actions.

    Difference between linked actions and tasks:

  • Linked actions are performed at the same time as workflow actions. Team members other than the manager of the action may be involved in the processing of the task. They generate an action to be performed by a group or Support person. They can be charged back based on hourly or fixed costs entered in the intervention summary.
  • Tasks are completed once they have been generated. Only the manager of the action is involved. They can be charged back based on hourly or fixed costs.

CI: List of configuration items (CI) in the current object, other than the main CI specified in the quick call.
  • Update: Use the form of the current object.
Contracts

Contracts: List of contracts in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
DestockingConsumables

Destocking Consumables: Used to manually create a consumable destocking action linked to the current request outside the logistics step of the workflow. This is an unplanned action, unlike planned destocking actions in the processing.

  • Update: Click Add icon.png in this tab.
  • Only storage locations can be selected.
  • When a destocking action is canceled, the quantity is automatically reintegrated into stock.

Example documentation icon EN.png  Service request related to a workstation and printer

  • Planned destocking action in the logistics step of the workflow: delivery of a toner cartridge
  • Destocking action outside the logistics step: replacement of a mouse
Discussions

Discussions: List of discussions which users can access based on their domain and discussion visibility.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.
Attachments

Attachments: List of documents associated with the current object.

  • Update: Depending on the object, use Add icon.png in this tab or in the Details tab > Attachments link  - Open url.png See the Description.
  • To cancel an existing link: Delete icon.png
HistoryOfChanges

History of Changes: List of all modifications made to the form of the current object. 

Licenses

Licenses: List of licenses in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • When a new license is added, this does not generate a notification or action in the form of the current object.

Equipment: List of equipment in the current request, other than the main equipment specified in the quick call.
  • Note: Tab not available for Investment Request actions.
  • Update: In the Request form.
EquipmentSoftwareConsumables

Equipment/Software/Consumable: List of equipment, software and consumables in the current request.

  • The cost of elements is defined using the information in the catalog. To enter the cost of an element in the request manually, use the Update Request Detail wizard.
Release

Release: List of release projects associated with the current object.


Related Problems: List of problems linked to the current object.
  • Update: Use the Link to a Problem wizard.
  • To cancel an existing link, run the wizard and Delete icon.png
QuestionsResponses

Questions/Responses: History of all answers to questions in questionnaires associated with the current object.

  • Update: Use the steps of the workflow associated with the current object.

Related Services: List of service requests linked to the current request.
ChargedBackServices

Charged Back Services: List of options that can be charged back for the current request.

  • Update: When the request is created.
  • Charge back elements are based on the service request catalog when the request was created. Subsequent modifications will not affect the request.

Procedures and Wizards

How to process actions for an object

1. Via the Quick Dashboard.

  • View the To Do actions  assigned specifically to you in the QuickDashboard - My actions counter.png counter, or view the actions assigned to your group in the QuickDashboard - Groups actions counter.png counter.

Best Practice icon.png  "]] If possible, give priority to the processing of late actions that are displayed in the QuickDashboard - Late actions counter.png counter.

  • Click Assign icon.png next to an action to assign it to yourself. The form will open.
  • You can also click Display popup icon.png to open the form. Next, run the Process this Action wizard to assign it to yourself.

2. Decide what you want to do with the action:

  • If the action is completed, click [ COMPLETE ACTION ].
    • Enter the intervention summary.
    • The workflow will proceed to the next step and the object will have the associated status.
  • Click [ TRANSFER ] to transfer the form to another group or Support person.
    • Indicate if there is an escalation to a higher level or a redirection to the same level or to a lower level.
    • Select the group or Support person in charge of the next action.
  • If you want to modify the category of the object, click [ TRANSFER ].
    • Select Requalify the Category and select the new category you want.
    • The workflow associated with the new category will start.
  • If you want to suspend processing temporarily or resume processing after a temporary interruption, click [ HOLD/REOPEN ].
    • When processing is suspended, the workflow is interrupted. The meta-status of the object is Pending. The calculation of the speed of intervention and delays is suspended (SLA interrupted). The [ TRANSFER ] and [ CLOMPLETE ACTION ] buttons will automatically be disabled as long as the action is suspended.
    • When processing is resumed, the status of the object is the status prior to interruption. The duration of the time on-hold will be added to the target intervention date which will be recalculated. The [ TRANSFER ] and [ COMPLETE ACTION ] buttons will become active again.

3. When you save the action, the Quick Dashboard counters will be updated for the relevant Support persons.

Wizards

For Incident, Service Request and Problem actions available in the Operation menu

  • Close (only if the action is not closed)
  • Replace (only if the action concerns an equipment)


For Change Request and Investment Request actions available in the Transition menu

  • Update Request Detail (only if financial approval has not been given, or failing that, if the reception phase has not been totally completed)
  • Replace (only if the action concerns an equipment)
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Last modified by Unknown User on 2017/04/20 21:59
Created by Administrator XWiki on 2016/09/29 15:56

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