Actions - Versions 2016 and earlier

Contents
Specific to: Service Manager 2016 and earlier.

Open url.png See Actions - Latest version.

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.

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.

The history of actions is displayed at the bottom of each form for tracking the process that handles the object.

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

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.

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.

Menu access

(menu) > Actions > My Actions or Actions for My Groups or All Actions

Description of tabs

Note: The contexts in which tabs are displayed are indicated by Select ok icon.png (Incident, Problem, Service request, Change request, /Investment request action).

          Action.png

          Action tabs.png

TabUpdateRules_2016AndPriorVersions

Open url.png See the general principles for updating tabs.

Create a new item Delete an item or association with a related item

Click Add icon.png at the top of the tab

Fundamentals - Form - New wizard.png

Click Delete icon.png next to the row you want to delete

Fundamentals - Form - Delete wizard.png

Alphabetical order of the tabs

QuickAccess

Details

Select ok icon.png  All actions types

ObjectNumber

Number: Automatically generated number of the object when it was created.

  • To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
Priority

Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.

  • Priority is automatically calculated based on the urgency and impact of the current object.
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: User associated with the current object. It can be different from the requesting person. 

  • A VIP user (recipient or requestor) is indicated by one or more Red star.png depending on the level. This means that the action 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 ticket by selecting the Use an Incident Template wizard. You can also click the Copy From Template action 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.
  • You can define the list of fields that should not be duplicated using the Other Parameters {SM} Exclude SD_REQUEST fields when duplicating incidents option.
Description

Description: Description of the current object.

Category

Category: Catalog entry associated with 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: Date by which the current action should be completed.

  • This is used to calculate the speed of intervention defined in the OLA for the action (OLA for the workflow step or OLA of the group for an action outside the workflow, i.e. escalation or redirection).
  • The date is 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 level. This means that the object must be given top priority in processing.

Comment: Description of the intervention performed for the action.


ActionsHistory_2016AndPriorVersions

History of Actions: 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 timeline.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
    The table 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.

Action buttons

HyperlinkDocument

Attachments: Used to attach a list of documents to the current object and access the files.

example Error log or screenshots

  • You can also access them in the Attachments tab.
HyperlinkQuestionnaire

Questionnaire (followed by the number of items): Used to display the standard or multi-section questionnaire associated with the current object and all related questions.

HyperlinkSearch

Search: Used to run a full text search in the problem knowledge base, the known error knowledge 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 screen to copy the description automatically to the form of the current object.
HyperlinkKnownError

Known Errors (followed by the number of items): Used to search if there is an existing solution for the category of the current object in the known error knowledge base.

  • The link is followed by the number of known errors.
    • If the object is qualified, this is the number of known errors defined for the category.
    • If the object is not qualified, this is the total number of known errors in the knowledge base.
  • When a known error is selected:
    • The description is automatically copied to the form of the current object.
    • If the object is not qualified, the category of the known error will automatically be loaded, provided the Other Parameters {SM} Back Office quick call: Do not inherit problem/known error category option is disabled.
  • In Other Parameters, the search can be extended to include all known error categories using {SM} Back Office quick call: Display known errors with identical category.
ButtonCreateTask

Create Task: Used to store the trace of an unplanned action in the processing of the current object.

example 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. 

   List of fields

  • 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. Service Operation or Service 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 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  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 taken into account in the target intervention date which will be recalculated. 
    • Linked incidents will keep their Related Incident status.
       

Finish: 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.
  • 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.
       

Assign: 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.
  • You can define the groups that are not authorized for the transfer via the Groups directory and by selecting the Groups: Transfers Not Authorized tab.
  • The target resolution date is calculated using the SLA associated with the current object.
  • The Quick Dashboard counters are automatically updated.
     

     There are four transfer options available:

  • 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} Authorize escalation to any group irrespective of level.
  • 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  Escalated by mistake, redirected from the Expert group to the Support group

  • Requalify the Topic (Note: Only if authorized by the action type): Used to modify the category of the current object.
    • Overloading the Urgency: Used to indicate if the urgency level should be replaced by the one for the new category of the current object (box is checked) or if the urgency level of the previous category should be kept (box is not checked).
    • Overloading the Impact: Used to indicate if the impact level should be replaced by the one for the new category of the current object (box is checked) or if the impact level of the previous category should be kept (box is not checked).

The workflow associated with the new category will start.
The SLA Target date of the current object must be recalculated.

Related Actions

Select ok icon.png  All actions types

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

Select ok icon.png  Incident, Service request, Problem action

RelatedChangeTab

List of change requests related to the current object.

CI

Select ok icon.png  All actions types

CITab

List of configuration items (CI) associated with the current object.

  • The main CI is specified when the ticket is created.

Orders

Select ok icon.png  action Incident, Service request, Problem action

OrderTab

List of orders associated with the current request, including both closed and open orders.

  • Update: Each time an order related to the current request is placed.

Summary

Select ok icon.png  Incident, Service request, Problem action

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

Select ok icon.png  action Incident, Service request, Problem action

ConsumableTab

List of consumables in the current object.

  • Update:
    • Automatically via destocking actions in the Logistics step of the workflow for the current object.

      example  Request to replace a HP LaserJet 4L printer ==> planned destocking action: delivery of a toner cartridge

    • Use this tab to perform destocking actions outside the Logistics step of the workflow.
  • When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.

Contracts

Select ok icon.png  Change request, Investment request action

ContractTab

List of contracts in the current object.

Destocking Consumables

Select ok icon.png  Change request, Investment request action

List of unplanned consumable destocking actions related to the current request. These actions are performed manually outside the Logistics step of the workflow unlike planned destocking actions in the processing.

  • You can select only one storage location.
  • When a destocking action is canceled, the quantity is automatically reintegrated into stock.

    example  Request related to a workstation and printer

  • Destocking action in the Logistics step: delivery of a toner cartridge
  • Destocking action outside the Logistics step: replacement of a mouse
    )))

Discussions

Select ok icon.png  All actions types

DiscussionTab

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

  • 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.

Documents

Select ok icon.png  All actions types

AttachmentTab

List of documents attached to the current object. Open url.png See uploading and downloading documents.

  • You can also attach documents in the Details tab.

Known Errors

Select ok icon.png  Incident, Service request, Problem action

List of known errors associated with the current object.

Related Events

Select ok icon.png  Incident, Service request, Problem action

RelatedEventTab

List of events related to the current object.

Financial

Select ok icon.png  Incident, Service request, Problem action

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

History of Changes

Select ok icon.png  All actions types

HistoryOfChangeTab

List of all modifications made to the form of the current object. 

Related Incidents

Select ok icon.png  Incident, Service request, Problem action

RelatedIncidentTab

List of incidents related to the current object.

  • Update: Use the Link to an Incident wizard (only for Problem actions) and the Link to a Parent Incident wizard (only for Incident actions).
  • When the parent incident is closed, all linked incidents will automatically be closed.

Licenses

Select ok icon.png  Change request, Investment request action

LicenseTab

List of licenses in the current object.

  • When a new license is added, this does not generate a notification or action in the form of the current object.

Equipment

Select ok icon.png  Change request, Investment request action

List of equipment, other than those in the initial request, associated with the current object.

  • Update: In Request forms.

Equipment/Software

Select ok icon.png  Incident, Service request, Problem action

EquipmentSoftwareTab

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 relevant row.

Equipment/Software/Consumables

Select ok icon.png  Change request, Investment request action

EquipmentSoftwareConsumableTab

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

Select ok icon.png  Change request, Investment request action

ReleaseTab

List of release projects associated with the current object.

News Articles

Select ok icon.png  Incident, Service request, Problem action

NewsTab

List of news articles associated with the current object.

  • Update: Via news articles on the category and the CI associated with the current object.

Related Problems

Select ok icon.png  All actions types

RelatedProblemTab

List of problems related to the current object.

  • Update: Use the Link to a Problem wizard and the New Problem wizard (only for Incident and Problem actions). In a problem, use the Link to an Incident wizard.
  • To cancel an existing link, run the wizard and click Delete icon.png.
  • For several incidents, the current incident can be managed by the workflow of a problem. Open url.png  See the procedure.

Questions/Responses

Select ok icon.png  All actions types

QuestionResponseTab

History of all answers to questions in standard or multi-section questionnaires associated with the current object.

  • Update: Via the workflow steps associated with the current object.

Associated Services

Select ok icon.png  Incident, Service request, Problem action

RelatedServiceTab

List of service requests linked to the current object.

Related Services

Select ok icon.png  Change request, Investment request action

RelatedServiceTab

List of service requests linked to the current object.

Charged Back Services

Select ok icon.png  All actions types

ChargedBackServiceTab

List of options that can be charged back for the current request. These options are defined during creation.

  • Charge back elements are based on the service request catalog applicable on the creation date of the request. 
  • Modifications made subsequently will not affect the request.

Procedure 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: 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.

  • Run the Assign wizard.
  • 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.

  • Run the Assign wizard.
  • Select the Requalify the Category 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.

  • 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.

Wizards

Incidents, Problems and Service requests

Click to see the list of wizards

  • Close (only for non-closed actions)
  • Replace (only for actions involving an item of equipment)

Change requests and Investment requests

Click to see the list of wizards

  • Update Request Detail (provided financial approval has not been given, or failing that, provided the reception phase has not been totally completed)
  • Replace (only for actions involving an item of equipment)

Wizards specific to versions 2016 and earlier

Wizard Select ok icon.png   Context

Link to a CI

Select ok icon.png  Action (Incident, Service Request, Problem)
Used to link an existing configuration item (CI) to the current object or to delete the existing links.
  • Configuration items already linked to the current object will automatically be displayed. Click Delete icon.png to delete one of the links.
  • In the form of the current object:
    • The CI tab will be updated.
  • In the form of the CI:
    • Depending on the object from which the wizard is run, the Incident/Service Request/Investment Request/Problem tab will be updated.

Create Related Action

Select ok icon.png  Action (Incident, Service Request, Change Request, Investment Request, Problem)
Used to create an action outside the workflow, to be performed at the same time as the action associated with the current step of the workflow.
example
  • Only a member of the group to which the current action is assigned can create a linked action.
  • The new action is associated with a Task action type.
  • For the selected group or Support person:
    • The My Actions Notification icon - My to do actions.png and Notification icon - My groups actions.png counters are automatically updated in the Quick Dashboard.
    • The action is visible in the Service Operation > Actions > My Actions menu of the Support person and in the Service Operation > Actions > Actions for My Groups menu of group members.
  • You can complete a related action by entering the end date, the time spent and the comment.
  • In the form of the current action:
    • An action belonging to the selected action type will automatically be generated.
    • The Related Actions tab will be updated.
Best Practice icon.png
  • As the action is generated outside the workflow, you should send an email to the group or Support person indicating that an action has been assigned using the Notify Support Person wizard.
  • Perform the linked action before its associated action.
  • If you want to create an action that is linked to another action that has not been assigned to you, you should first run the Process this Action wizard.

New Release Project

Select ok icon.png  Action (Change Request, Investment Request)
Used to create a new release project that is automatically associated with the current request.
  • In the form of the current request:
    • The New Release Project action followed by the code of the release will automatically be generated.
    • The Release action will automatically be generated.
    • The Release tab will be updated.
  • In the form of the new release project:
    • The Change - Open Requests and Change - All Requests tabs will be updated for Change Request actions.

Replace

Select ok icon.png  Action (Incident, Service Request, Change Request, Investment Request, Problem)
Used to notify the Asset Manager that the equipment linked to the current object is replaced with the new equipment without any impact on the current action.
  • The notification is used to:
    • Indicate what happened to the previous equipment, e.g. returned to stock, stolen, scrapped, assigned to another user, etc. If the software installed on the previous equipment should be uninstalled.
    • If ongoing contracts will be applied to the new equipment.
    • Select the replacement equipment from equipment whose status is In Stock belonging to the current domain.
    • Link the replacement equipment to equipment that was previously linked to the replaced equipment.
  • To define the default user to whom the notification is sent, select Administration > Other Parameters > {AM} Asset Manager Email.
  • Updates are only applied to the Asset Management menu and not to the Service Operation and Service Transition menus. The equipment change does not enable you to reassign the current object to the new equipment.
  • The forms of both items of equipment will be updated:
    • The status will be updated.
    • Contracts will be reassigned.
    • Software will be deleted.
    • The new user will be specified.
    • The replaced equipment will lose all of its links with other equipment.
Best Practice icon.png Update the list of all users with access to the replacement equipment. Open the form of the replacement equipment and select the Other Users tab.
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