Actions

Last modified on 2023/07/17 16:15
Sommaire

From : Service Manager versions later than 2016

     Open url.png See Versions 2016 and earlier.

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)
  • 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
  • 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. Open url.png See Group Directory > Manage authorized/unauthorized groups.
Caution

Caution

  • Application rules of SLAs:
    SLA_ApplicationRule
    • The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority. Note: The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
          Open url.png See the examples.

    Note: An SLA by priority can be defined for service requests provided the Other Parameters {SM} Use SLAs by Priority for Services option is enabled.

    SLA_ApplicationRule_Override
    • You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
EndCaution
BestPractice

Best Practice

  • Give priority to the processing of late actions. To see them, click 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

  • 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
             Action - Menu.png

        Open url.png 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
            Action - Access to detail.png

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  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

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 tab - Timeline.png

Representation Description
Timeline - Detail.png History of actions
  • The history is displayed in reverse chronological order.
  • To Do section: Actions to be performed.
  • Done section: Actions performed and completed.
    • A counter indicates you the number of actions.
    • Click the title of the section to display or hide the actions.
    • You can display the history in a timeline or in a table. Switch to the two modes using the Display as table icon.png and Display as timeline icon.png.
    • Note: You can change the information of a completed action. Open url.png See the procedure.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
Timeline - Tools.png Different options allow to adjust the size of the timeline.
  • The Compact mode is used to not display actions associated with an action type whose Hidden in the Action History flag is checked. Otherwise all the actions will be displayed.
    • When you select this mode, the history counter indicates you the number of hidden actions.

      example 3 / 5 ==> It indicates than two actions are hidden.

    • When you do not select this mode, all the actions will be displayed. The history counter indicates you the total number of actions.
  • Plus icon.png: Used to expand the timeline and display each action fully.
  • Minus icon.png: Used to reduce the timeline.
Timeline - Action history as timeline.png History of actions in Timeline mode
  • Display as table icon.png: Used to return to the history in Table mode.
  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
  • (3) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Timeline - Action history as table.png History of actions in Table mode
  • Display as timeline icon.png: Used to return to the history in Timeline mode.
  • Display as large table icon.png: Used to display the table of the history over the full width of the page. Click Display as large table icon.png to return to standard display.

    Display as large table.png

  • Display as high table icon.png: Used to display the table of the history over the full height of the tab. Click Display as large table icon.png to return to standard display.

    Display as high table.png

  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click an action to display its details in the sidebar pane.
  • (2) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Activity wizards.png Wizards
  • (1) Wizards that can be run outside the workflow are found at the top of the tab.

    example 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 Process this Action, Notify Support Person, Create Related Action

Other tabs

     Open url.png See the description of tabs for:

Procedures and Wizards

How to process an action

Procedure

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: 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.

  • 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.

    Open url.png 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.

  • Click the Assign action button.
  • Select the Requalify the Category option and click Next.

    Open url.png 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.
         Action detail - New tab.png

You can change the information of the action. Note: Provided that the form fields are not read-only.
         Action detail - Update.png

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 Wizards list icon.png of the action.
Assign
Create Related Action
Notify Support Person
Process This Action
Transfer
Validation

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