Definition

EndDefinition

Operating principle

• You can use the  icon found next to fields proposing the use of roles to access a list of roles. A data entry wizard will appear.
• Each Support person/group is searched for when the role is called by the system so that the current value within the context of use is retrieved. The relevant users are identified by their name and email address. The value of the role (and Support person/group) can therefore vary each time it is called. You are however, not required to modify it each time.

Classification of roles

"Domain"    Roles
These are functions that identify the Support person/groups performing actions in workflows (excluding CMDB) within the scope of their domain or function (location/department). You can define the list of roles in reference tables in the Transition and Operation menus, by associating a group with a domain. Note: A group linked to the Whole company domain can intervene on all of the company's sites. Syntax: #[WF_ROLE.Name of domain role]# #[WF_ROLE.Change Manager]#
"Customized"    Roles
Roles created by customers when no existing role in any of the categories corresponds to customer requirements. These roles are defined in Administration > Parameters > Roles. See Screens description. Syntax: #[CUSTOM_ROLE.Name of customized role]# #[CUSTOM_ROLE.Asset Owner]#
"System"    Roles
Functions predefined in , associated with a specific Support person/group. The list of roles is defined by . You cannot add new ones. See List of system roles. Syntax: #[WF_ROLE.@Name of system role]# #[WF_ROLE.@CI Manager]#
"CI"    Roles
Functions that identify the Support person/groups performing actions in workflows that process incidents/requests involving configuration items. The list of roles is defined in reference tables in the Extended CMDB menu. Syntax: #[WF_ROLE.Name of CI role]# #[WF_ROLE.Functional Manager]#

Examples

1. Roles in the Phone process workflow:

• The Analysis & Resolution step is performed by the Phone maintenance role:
         --> Including the #[WF_ROLE.Phone]# domain role enables you to identify the group of Support persons based on the location of the incident requestor.

• The User Approval step is performed by the role identifying the incident requestor:
         --> the #[CUSTOM_ROLE.Requestor]# system role

 Domain roles: Incidents are assigned to the Technician role and are handled by a different group based on the location of the user:

Notes

• When the SQL query associated with a customized role returns several values, only the first one will be taken into account.

Best practice

• To ensure that no syntax errors are made, you should use the data entry wizard to insert roles.
• We recommend that you enter roles manually only if you are copying and pasting from an existing email in order to adapt the syntax to another situation.

• Customized roles:
  • To reactivate a customized role, you should select an end date after the current date or clear it.
  • If you want a customized role to continue working correctly in existing elements but you want to make it unavailable for new elements, you should archive the role by entering an end date. You should not delete the role.
  • If you want a customized role to work correctly in alerts that return a list of records, you should always use the syntax in(@ID@ in the SQL query instead of =@ID@.

     Create a customized role, Manager for financial approval of the requestor

    SELECT AM_VALIDATOR.employee_id
    FROM   sd_request
          INNER JOIN am_employee AM_REQUESTOR
                  ON AM_REQUESTOR.employee_id = sd_request.requestor_id
          INNER JOIN am_employee AM_VALIDATOR
                  ON AM_VALIDATOR.employee_id = AM_REQUESTOR.validator_id
    WHERE  sd_request.request_id IN ( @ID@ )  

Caution

• To select a role in the data entry wizard, click the role you want and close the window. You are not required to click any button to validate.
• In the event of an error, delete the instruction in the email manually and open the data entry wizard again.

Screens description: Customized roles

Menu access: Administration > Parameters > Customized Roles

Customized roles

Description: Name of the customized role. 

End Date: The end of validity of the customized role after which it can no longer be used.

Define a context for a customized role

Table Name: Context where the customized role will be used.

           A role associated with the AM_ACTION table can only be used for a workflow linked to the same table.

Data Type: Type of data returned by the SQL query:

• Email: Email address
• Employee: User login
• Group: Group login

SQL: SQL query run when the role is called. It returns values based on the type of data specified.

• The @ID@ variable identifies the current record.

Procedures and Wizards

How to specify roles in an email

1. Display the screen for creating an email.

2. Specify the roles you want:

• You can also enter the role you want manually. You must ensure that the syntax for the category is correct.

3. To modify or delete the role in the email, delete it manually and, if required, select it again as described in step 2.

How to create a customized role

1. Select Administration > Parameters > Customized Roles in the menu and click .

2. Enter the name of the role and the end date if applicable and click [ FINISH ].

3. Select the Context tab and click . Define the settings of the customized role and click [ FINISH ].

Wizards

Modify
Delete

List of system roles