Actions
From : Service Manager versions later than 2016
CommonDefinition
Definition
An action is an operation that handles a type of processes (incidents, requests, problems) until its final resolution. It is generated through a step of the workflow which manages the process and it is displayed on the calendar.
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 Activity tab of the form of the object to which the action is linked, 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) | |
|
Manual | Logistics manager | |
| Installation of equipment | Manual | Technician | |
|
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
- When transferring an action, only authorized groups associated with the group defined for the action will be available, based on the domain of the user and the role defined in the workflow that manages the ticket. In Other Parameters, the {SM} Filter list of groups by category when transferring actions parameter must be enabled.
See Group Directory > Manage authorized/unauthorized groups.
BestPractice
Best Practice
- Give priority to the processing of late actions. To see them, click the
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
- Actions are entered via dedicated forms, contextual to the type of objects to which they are linked (incident, request, problem).
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
- Actions list: General > Actions > My Actions or Actions for My Groups or All Actions
Note: To provide backward compatibility with the Service Manager 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
See How to configure the menu pane (only if you have the appropriate access rights).
- Detail of an action: Click the icon next to the action in the timeline
Description of the actions list
- An icon is used to quickly identify the type of objects to which the action is linked.
example
: Action related to an incident; 
: Action related to a service request
- Click
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
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.
| Representation | Description | |
|---|---|---|
 |
History of actions
|
|
 |
Different options allow to adjust the size of the timeline.
|
|
 |
History of actions in Timeline mode
|
|
 |
History of actions in Table mode
|
|
 |
Wizards
|
|
and 
.
: Used to expand the timeline and display each action fully.
: Used to reduce the timeline.
: Used to open the 
icon to quick view of the contents in the Comment / Description / Solution field.
: Used to display the table of the history over the full width of the page. Click 
: Used to display the table of the history over the full height of the tab. Click 
Other tabs
See the description of tabs for:
- Actions linked to incidents.
- Actions linked to service requests.
- Actions linked to change requests.
- Actions linked to investment requests.
- Actions linked to problems.
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
counter. The list of actions assigned to you specifically will appear. - You can also click the
counter. The list of actions assigned to one of your groups will appear.
If possible, give priority to the processing of late actions that are displayed in the counter.
2. Assign yourself the relevant action.
- You can click 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: Decide what you want to do with the action.
1. Follow one of the procedures below.
- Run the Finish wizard.
- 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.
See the Transfer wizard
- 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 Category option and click Next.
See the Transfer wizard
- 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.
- Run the Hold/Reopen wizard.
- 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.
- Run the Hold/Reopen wizard.
- 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
How to modify a completed action
1. Display the action you want to modify.
2. Click the icon next to the action in the timeline.
The detail of the action will display in a new tab.
You can change the information of the action. Note: Provided that the form fields are not read-only.
Wizards
Link to a CI
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Link to a Service Request
Link to a Release (Only Transition actions)
Cancel Relation with Parent Record
Assign
Change Target Resolution Date
Change SLA
Close
Create Related Action
Detach Release (Only Transition actions)
Collisions Detection (Only Transition actions)
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Update Request Detail (Only Transition actions)
Notification for Action
Notification for Information
New Problem
New Release Project (Only Transition actions)
New Knowledge
New Change Request
New Service Request
New Known Error]
New Task (Only in List mode)
Notify Support Person
Reminder for Support Person
Replace
Availability simulation
Capacity Simulation (Only Transition actions)
Place on Hold / Reopen (Only in List mode)
Finish (Only in List mode)
Transfer (Only in List mode)
Validate (Only in List mode)
Wizards displayed in the Activity tab, at the top of the To Do section.
Log Activity
Place on Hold / Reopen
Contextual wizards of a To Do action, displayed via the list 
of the action.
Assign
Create Related Action
Notify Support Person
Process This Action
Transfer
Validation