Actions


GraphicalInterface_After2016Versions

Note: This graphical user interface is specific to Product name - ev itsm.png versions later than 2016.

Open url.png See Versions 2016 and earlier

CommonDefinition
Definition

Actions are operations that handle a type of objects until its final resolution: incidents, service requests, change requests, investment requests, problems. They are generated through the steps of the workflow associated with the category of the object.

EndDefinition

Each action:

  • Is created:
    • Manually by the Support person performing the action, or
    • Automatically (automatic actions and REST actions).
  • Modifies the status of the associated object and enables users to monitor progress.
  • Can be charged back to the recipient of the object using costs defined for each action type.
EndCommonDefinition

Via a timeline displayed on the form of the object to which the action is linked (Activity tab), the Support person performing a manual action 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.
     
Example

Example

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 spare parts
Manual Technician
Final approval Manual Recipient
EndExample
Notes

Notes

  • A child object is managed by the workflow of its 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.
EndNotes
BestPractice

Best Practice big icon.pngBest practice

  • If possible, give priority to the processing of late actions in the Notification icon - My late actions.png counter in the Quick Dashboard.
  • Logistics action types are not visible in the notification bar. To see them, select Service Operation > Service Requests > Logistics, Service Transition > Logistics or Service Operation > Logistics in the menu.
EndBestPractice

Characteristics specific to versions 2016 and earlier

              Open url.png See the Fundamentals: Description of the graphical interface of a form

  • You can access to the Action forms:
    • via the Operation menu for actions related to incidents, service requests and problems;
    • via the Transition menu for actions related to change requests and investment requests.
  • You can view actions in the the Quick Dashboard (actions for the Support person and associated group)

Menu access

General > Actions > My Actions or Actions for My Groups or All Actions

Note: To provide backward compatibility with the 2016 and earlier versions, the Actions menu offers several entries.

  • Actions related to incidents, service requests and problems ==> Actions (Operation)
  • Actions related to change requests and investment requests ==> Actions (Transition)
  • Actions related to all types of objects ==> All Actions

        Action - Menu.png

    Open url.png See How to configure the menu pane (only if you have the appropriate access rights).

Description of the actions list

        Action - List.png

  • An icon is used to quickly identify the type of objects to which the action is linked.
             Example documentation icon EN.png  Incident icon.png: Action related to an incident; Service request icon.png: Action related to a service request
  • Click Assign icon.png to assign one of the actions to yourself.
  • Click the sequence number # in the first column of the grid to open the form of the object to which the action is linked.

Description of tabs

Tabs are contextual to each type of objects to which the action is linked (incident, request, problem). The Activity tab will always be displayed first on each form.

Click below on the desired object to display the contextual help.

Activity

ActivityTab

List of successive actions performed to process the current object displayed in a timeline. 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 timeline.png

  • History of actions displayed in reverse chronological order:
    • To Do section at the top of the timeline  : Actions to be performed.
    • Done section below: Actions performed and completed, no further action possible.
  • To display the details of an action, click the icon next to it (1).
  • To display the type of action, move the cursor over the icon (2).
  • To display the action fully, click ? at the bottom of the action (3).
             Action History - Detail.png
  • Wizards:
             Activity wizards.png
    • (1) Wizards that can be run outside the workflow are found at the top of the tab.
               Example documentation icon EN.png  Create Task, Hold/Reopen
    • (2) Wizards specific to an action are found in the Wizards list icon.png list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.
               Example documentation icon EN.png  Process this Action, Notify Support Person, Create Related Action

Procedures and Wizards

Procedure

How to process an action

Step 1: Select the action to be processed.

1. View To Do actions in the notification bar.

  • You can click the Notification icon - My to do actions.png counter. The list of actions assigned to you specifically will appear.
  • You can also click the Notification icon - My groups actions.png counter. The list of actions assigned to one of your groups will appear.

Best Practice icon.png If possible, give priority to the processing of late actions that are displayed in the Notification icon - My late actions.png counter.

2. Assign yourself the relevant action.

  • You can click Assign icon.png next to it.
    The form will open.
  • You can also click the sequence number in the first column # of the grid to open the Action form. Next, run the Process this Action wizard.
     

Step 2: Process the action.

1. Follow one of the procedures below.

Close the action

  • Click the Finish action button.
  • Complete the intervention report.
  • Click Finish.
    • The workflow will proceed to the next step.
    • The object processed by the action will have the status associated with this step.

Transfer the action to another group or Support person

  • Click the Assign action button.
  • Select one of the following options: Redirect to a Group of a lower Level, Redirect to a Group of the same Level or Escalate to a Group of a higher Level. Click Next.
  • Specify the group or Support person to whom you want to transfer the action. Click Notify by Email to send a notification email.
  • Click Finish.
    • The action will automatically be transferred.

Modify the category of the object

  • Click the Assign action button.
  • Select the Requalify the Topic option and click Next.
  • Select the new category.
  • (optional) Select the Overloading the Urgency and Overloading the Impact boxes if you want to replace the previous levels by the ones associated with the new category.
  • (optional) Specify the group or Support person to whom you want to transfer the action. Click Notify by Email to send a notification email.
  • Click Finish.
    • The workflow associated with the new category will start.
    • The SLA Target date of the current object will be recalculated.

Put the action on hold

  • Click the Hold/Reopen action button
  • Specify the date the action was put on hold and the date of its scheduled return.
  • (optional) Send a notification email to the requestor or recipient.
  • Click Finish.
    • The workflow will be paused.
    • The meta-status of the current object will be Pending.
    • The calculation of the speed of intervention and delays is suspended (SLA interrupted).
    • The Assign and Finish buttons will automatically be disabled.

Reopen an action

  • Click the Hold/Reopen action button
  • Specify the retrieval date.
  • (optional) Send a notification email to the requestor or recipient.
  • Click Finish.
    • The status of the current object prior to the time on-hold will be retrieved and its processing will resume.
    • The time on-hold is taken into account in the SLA Target date that will be recalculated.
    • The Assign and Finish buttons will automatically be enabled.

Once the action is processed, the counters in the notification bar will automatically be updated for the relevant Support persons.

EndProcedure

Note: The above instructions are contextual to the object to which the action is linked. For further information, refer to the procedures described in detail in each object.

Wizards

Click below on the desired object to display the list of contextual wizards.

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Last modified by Unknown User on 2018/12/14 12:05
Created by Administrator XWiki on 2016/09/29 15:56

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