The Action Types


An action type is used to define the handling to be performed in a process step (workflow or business rule). It can be the achievement of:

  • Manual action assigned to groups or users via their roles.
  • Automatic action performed without user intervention.
     

Action types are grouped into three categories:

  • Automatic actions: Achievement of automatic actions that do not require user intervention.
  • REST Actions: Achievement of actions via the REST API of services (third-party products) with which Service Manager can interface.
  • User Intervention: Achievement of manual actions performed by a user.

Examples

  • Manual actions: Technical Support team handling an incident, technician working onsite or approval from the user for the technical Support team intervention.

Notes

  • REST action types display all standard REST API services provided by EasyVista as well as all manually added services. These must first be configured. Open url.png See the procedure.
  • Send notification action types update the notification counter Notification icon - Notifications.png in the notification bar. An evie type user must first be configured. Open url.png See the procedure.
  • You can use User interventions action types in Service Apps apps managing tickets.
    • You must configure the command buttons via the Workflow advanced tag.
    • You can disable the rejection comment functionality (Reject button > Hide Comment property).

Email notifications

Notification
  • Email notifications will automatically be sent for certain actions performed in a process step. The behavior of these notifications will vary depending on the user's notification mode.
    • Mail notification mode: All process steps configured with automatically sent emails will send automatic notifications to users.
    • No Notification notification mode: Only internal process steps configured with Send Email will send notifications to users.
    • Other notification modes or no specified mode: No action will send notifications to users.
EndDefinition

Categories of action types

Automatic actions

These action types are available on workflows and business rule related processes. These are only automatic actions that do not require user intervention.

Action Type Description Context Possible Exit Values
Waiting for External Application Pause the workflow while waiting for a response from an external application
  • Can be used after the Web Service Step action type where there is no immediate response.
  • Once the response is received, the workflow will resume.
  • Internal process
  • Context: Operation
Completed
Calculation of Target Resolution Date Runs the calculation of the SLA resolution date once the action starts and not when the incident or request is created
  • Used to delay the calculation of the target resolution date.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
Completed
Send Email Send an email to recipients identified via their role
  • Adapt mail component templates to your business requirements and style guide to format the Send Email steps quickly when an incident/request is created, closed or approved.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
(none)
Send Notification Send a notification to recipients identified via their role. This can be displayed via the notification counter Notification icon - Notifications.png in the notification bar.
  • The notification issuer must be an evie type user. Open url.png See the procedure.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
(none)
Related Known Error Create a known error automatically associated with the problem
  • Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Operation
Completed
Conditional Step Perform a step based on the result of an SQL script
  • You must define the SQL query without the data entry wizard.
  • The query can call all of the fields in the data model.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
True; False
Codeless Conditional Step Perform a step based on the result of an SQL script
  • You must define the SQL query without the data entry wizard.
  • The fields within the scope of the query is defined by the publisher.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
True; False
Internal Update Step Update the Service Manager database using an SQL script triggered by a workflow action
  • Internal process
  • Contexts: Operation, Transition, Business Rule
Completed
Web Service Step Run a SOAP web service
  • You must first define the Web service by selecting Administration > Parameters > Web Services in the menu.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
True; False
End of On Hold Resume the temporarily suspended incident or request
  • The status of the object is not affected.
  • Action defined to run at the same time as other actions. Not followed by another action.
  • Internal process
  • Context: Operation
(none)
Workflow End Used to terminate the incident or request prematurely due to approval rejection by the financial approval manager or direct manager
  • The status is selected from those with the Completed meta-status
  • All ongoing actions will be interrupted.
  • Internal process
  • Contexts: Operation, Transition
(none)
On Hold Put the incident/request on hold
  • Generally used before the Waiting for External Application action.
  • Action defined to run at the same time as other actions. Not followed by another action.
  • Internal process
  • Context: Operation
(none)
Automatic Processing Used to insert an action to trigger processing external to Service Manager
  • The specific development of this trigger should be carried out by the customer or integrator.
  • Internal process
  • Contexts: Operation, Transition, Business Rule
Completed

REST actions

These action types are available on workflows and business rule related processes. These are only automatic actions that do not require user intervention.

    Open url.png See the REST action types settings.

Action Type Description Context Possible Exit Values
Service (third-party product) Call the resource of a service via its REST API
  • You must first configure non-standard services not provided by EasyVista by selecting Administration > REST > Services in the menu. Open url.png See the procedure.
  • The result of an action using the Service Manager REST API can be managed in a process using internal update actions. Open url.png See the procedure.
  • Internal process
  • Contexts: Operation, Transition
Success ; Error

User interventions

These action types are available on workflows and in Service Apps apps (command buttons settings via the Workflow advanced tag). These are only automatic actions that do not require user intervention.

Action Type Description Context Possible Exit Values
Closing Operation Run standard IT actions to process the incident or request, with the possibility of requalifying the object when completing the intervention summary
  • Generally used in workflows associated with Front Office Default Category.
  • Requalification will not trigger the start of the workflow associated with the new category.
  • Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Operation
Completed
Closing Transition Run standard IT actions to process the request, with the possibility of requalifying the object when completing the intervention summary
  • Requalification will not trigger the start of the workflow associated with the new category.
  • Select Transition > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Transition
Completed
Rating Ask the user (usually the requestor or recipient) to give a score based on the quality and speed of the intervention provided by the IT team
  • External process
  • Contexts: Operation, Transition
Completed
Installation Operation Provide recipients with all of the elements in the incident/request such as equipment, consumables, or software, and indicate the hardware on which the software should be installed
  • Usually performed after the Logistics step.
  • Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • Actions processed using the Take from Stock or Delivery Reception wizard.
  • External process
  • Context: Operation
Completed
Installation Transition Provide recipients with all of the elements in the request such as equipment, consumables, or software, and indicate the hardware on which the software should be installed
  • Usually performed after the Logistics step.
  • Select Transition > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • Actions processed using the Take from Stock or Delivery Reception wizard.
  • External process
  • Context: Transition
Completed
Logistics Provide all of the elements in the request such as equipment or consumables
  • Select Operation > Service Requests > Logistics or Transition > Logistics in the menu to view this type of action in the Back Office.
  • Actions processed using the Take from Stock, New Order or Add to Open Order wizard.
  • External process
  • Contexts: Operation, Transition
Completed
Plan with Collision Detection For a given period, used to detect the existence of blackout periods associated with an impacted or impacting CI, change requests associated with an impacted or impacting CI and planned change requests.
  • Select Transition > Collision Detection in the menu to view this type of action in the Back Office.
  • Internal process
  • Context: Transition
Completed
Operation Processing Run standard IT actions to process the incident or request
  • Used to complete the intervention summary.
  • Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Operation
Completed
Transition Processing Run standard IT actions to process the request
  • Used to complete the intervention summary.
  • Select Transition > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Transition
Completed
Operation Approval Ask the direct manager to validate the intervention of the IT team
  • Approval is performed via an Accepted/Refused/Information Request link sent by email to the user.
  • Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Operation
Accepted; Information Request; Refused
Operation Approval with Authentication Identical to the Operation Approval action type, but users are first required to authenticate by entering their password
  • External process
  • Context: Operation
Accepted; Information Request; Refused
Self Service Approval Ask the user (usually the requestor or recipient) to validate the intervention by the IT team
  • Approval is performed via an Accepted/Refused/Information Request link sent by email to the user.
  • Select Home in the menu or open the Quick Dashboard to view this type of action in the Self Service portal.
  • External process
  • Contexts: Operation, Transition
Accepted; Information Request; Refused
Self Service Approval with Authentication Identical to the Self Service Approval action type, but users are first required to authenticate by entering their password
  • External process
  • Contexts: Operation, Transition
Accepted; Information Request; Refused
Self Service Approval with Survey Identical to the Self Service Approval action type, but if the intervention is accepted, you can ask the user to give a score based on the quality and speed of the intervention
  • Select Home in the menu or open the Quick Dashboard to view this type of action in the Self Service portal.
  • External process
  • Contexts: Operation, Transition
Accepted; Information Request; Refused
Transition Approval Ask the financial approval manager or direct manager to approve the handling of the request (action at the start of the workflow) or validate the intervention of the IT team (action at the end of the workflow)
  • Approval is performed via an Accepted/Refused/Information Request link sent by email to the user.
  • Also used to charge the change request to a budget allocation or the investment request to a budgetary commitment.
  • Select Transition > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.
  • External process
  • Context: Transition
Accepted; Information Request; Refused
Transition Approval with Authentication Identical to the Transition Approval action type, but users are first required to authenticate by entering their password
  • External process
  • Context: Transition
Accepted; Information Request; Refused
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Last modified by Unknown User on 2021/07/19 19:16
Created by Administrator XWiki on 2021/03/25 14:35

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