Definition

EndDefinition

• In both cases, the operating principle is identical even though you select different menu options to access it.
• Each step in the process performs an action type and this determines the information to be specified.

Graphic presentation of a process

Notes

• A process is always defined by a Start step  and an End step . These two steps cannot be deleted.
• At the end of a step, the exit value will depend on the type of action for the step.
• Other than the steps that start a process, every step must have an entry condition indicating the steps that must first be completed and their exit value.
• Click here link in a step for sending an email:
  • To insert an auto connection link in an action generated during the step as a Click here link in an email, you must enable the parameters called {ADMIN} Enable auto connection link in emails for groups and {ADMIN} Enable auto connection link in emails for individual users (True) in the Other Parameters menu.
  • By default, the link is automatically added to the bottom of the email. Use the system tag called #CLICK_HERE_LINK# if you want to place the link elsewhere in the email.

• REST action types display all standard REST API services provided by EasyVista as well as all manually added services. These must first be configured.  See the procedure.

• Send notification action types update the notification counter  in the notification bar. An evie type user must first be configured.  See the procedure.

Best Practice

• To ensure that the modifications made to your process layout are not lost, remember to save before opening the properties pane of the step.
• To modify an existing workflow that is currently used, you should work on a duplicate workflow:
  • Duplicate the workflow.
  • Once objects such as incidents or service requests have been processed, use filters to display all of them and modify the catalog entries related to them.

• For complex workflows:
  • To ensure optimal performance when editing complex workflows, we recommend you use the Google Chrome browser.
  • When browsing through complex workflows, avoid using the mouse wheel because this can cause the screen to freeze. Instead, you can click and drag the diagram to the part you want. You can also display a mini-preview of the process using  and then click and drag the red rectangle to view the part of the process you want.

• To make it easier to specify the entry conditions of a new step, you should first define, in chronological order, all of the steps on which it will depend.
• Ensure that you can continue the process for each step:
  • The step should lead to another step.
  • If the step does not have an exit value, then it will not lead to another step.
  • The step is a final step that ends the process.
• To avoid looping a process, ensure that you can access the End step.

• 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.

• To include the Incident: Group and Incident: Support Person roles in an email, ensure that the status of the workflow is Completed before the step for sending the email. To do this, you should configure a conditional step associated with the Completed status using the SQL query below.

• Limit the number of steps in the process to ensure optimal performance when the process is run.
  • Certain notification emails are triggered automatically by actions performed in process steps (e.g. Email, No Notification). You therefore do not need to include them as steps in the process.
  • When the recipient is identical to the requestor, group the notifications together to avoid sending duplicate notification emails.
  • Save the answers in questionnaires in the SD_REQUEST table instead of performing internal update steps.  See the Manage Questions wizard > Manage targets.
  • Use the different configuration possibilities in the SLA, e.g. Catalog, Department, Urgency Level, VIP Level of the recipient, Critical Level of the equipment, Location, etc.
  • Create tasks to manage specific cases instead of adding more steps to the process.

Characteristics of steps of a process

• A step is associated with an action type using to define the handling to be performed. It can be the achievement of:* Manual action assigned to groups or users via their roles.

  example  Technical Support team handling an incident, technician working onsite or approval from the user for the technical Support team intervention.

  • Automatic action performed without user intervention.

    example  Sending an email, calling a SOAP web service or a REST API.

          See List of action types.

• Step can be performed one after another or at the same time as other steps.
• It can be associated with entry conditions (conditional steps).
• It can store information in the form of instance variables which can be used later on in the process in Conditional Step or Internal Update Step.  See the procedure How to use a variable in a process.

• A standard or multi-section questionnaire can be opened during the step.
• The status of the object can be updated at the end of the step.
• A step of the life cycle can be associated with the step of the process.

Different presentations of processes

Process	Representation	Notes
Standard		The Start step runs step e1. The exit value of this step depends on the type of action. There is an entry condition for step e2. If it is fulfilled, then the step is run. When step e2 is completed, the End step is run.
Immediate resolution		The process includes only one step for notifying the requestor and can also be used to send the procedure for the solution.
Closure		The process is used to close a parent incident and all related incidents automatically.
Steps with several exit values: approval steps and conditional steps		Flow lines are automatically displayed in different colors depending on the exit value. You are not required to specify what will happen to each of the possible exit values for a step. However, if nothing is specified, then no other step is performed. Certain steps do not have any exit value. These include, for example, steps for sending emails, on-hold steps, workflow end steps and end of on-hold steps. In this case, no other step is performed.
Steps with several entry conditions		When the entry conditions are fulfilled, these steps are run.
Steps without entry conditions		These steps are run concurrently as soon as the process starts. By default, each new step is an initial step without entry conditions.
Process exit		The normal way to exit a process is defined via the End step . An end condition must be defined for this step. You can define early termination for each step using the Workflow End action type. This is applicable only to workflows. The object processed will then take the final status defined for this step.

Characteristics specific to versions 2016 and earlier

• Menu access of workflows: Transition or Operation > References > Workflows

Graphic editor access

• In the list of workflows: click
• In the list of business rule related processes: click

Screens description

Start step  (general properties of the process)

Note: The properties will depend on the type of management process, i.e. a workflow or a business rule related process.

Workflow

WorkflowProperties

Business rule related process

BusinessRuleProperties

Other steps

Access: Double-click the step

Note: Based on the type of action selected, the fields below may differ.

Step Name: Name that identifies the step.

REST Service: For a REST step, enter the third-party product service called via the REST API.
        

• REST Connection: Name identifying the connection associated with the service. Used to retrieve the information required to access the REST API of the service, such as the login and password and the variables in the service URL.

• Resource: Name identifying the resource accessed via the service. If the request run by the method contains parameters, they will appear in the Parameter / Value table. To specify a value, you can enter it manually or select a tag using the data entry wizard via .

Resource	REST step

Action Type (Note: The values available depend on the context): Used to define the action to be performed in the step and determines the information to be specified.  See the list of action types.

Life Cycle Steps (Note: Only if a life cycle is associated with the Start step  of the workflow): Step in the life cycle associated with the workflow step. It is highlighted in the breadcrumb displayed in the Incident/Request form once the workflow step is run.
        

Role: Role for the step, used to identify the groups or individuals required to intervene at the start of the step.

• Click  to access a list of roles. The data entry wizard will only display contextual roles based on the step.

Questionnaire: Standard or multi-section questionnaire displayed at the start of the step.
   Note:

• This questionnaire can be replaced by another based on the category of the process if an override was defined.
• In an approval step, the questionnaires below override the questionnaire associated with the step:
  • Questionnaire (Accepted): Questionnaire displayed when users click the Accepted link in the approval email.
  • Questionnaire (Refused): Questionnaire displayed when users click the Refused link in the approval email.
  • Questionnaire (Information Request): Questionnaire displayed when users click the Information Request link in the approval email.
     

Entry Status: Status of the processed object at the start of the step.

OLA: Operational Level Agreement that specifies the speed of intervention required from service providers in completing the step.

SQL Condition: SQL query used to estimate the exit value of a conditional step. 

• You can use smoServer functions such as getSLADelay and calculateMaxResolutionDate. 
• Create an instance variable to retrieve the value returned by the condition (@RESULT value).  See the procedure How to use a variable in a process.
  • Exit value is True: at least one record was returned.
  • Exit value is False: no record was returned.
     

SQL Script: Script used to run an SQL query. 

• You can use smoServer functions such as getSLADelay and calculateMaxResolutionDate. 
• Create an instance variable to retrieve the value returned by the condition (@RESULT value).  See the procedure How to use a variable in a process.

WEB Service Reference (Note: Web services must first be defined in Administration > WEB Services Parameters): Name of the external web service called during the step, e.g. password reset.

• Comments are automatically displayed as well as the default values defined when the web service was configured and the list of parameters required for its execution.
• To specify the value of a parameter, click  and enter the value manually or select a tag using the data entry wizard via .
• To delete the parameter value, click .
• Create an instance variable to retrieve and test the return code returned by the web service (@RESULT value).  See the procedure How to use a variable in a process.
   

Return Address: Email address where recipients must send their messages. 

• Use a semi-colon to separate different addresses.

Additional Recipients: List of recipient email addresses where the notifications must be sent in addition to those specified in the Role field. 

• Click  to select the email addresses you want using roles. 
• Use a semi-colon to separate different addresses.

Cc: List of recipient email addresses where a copy of the message must be sent. 

• Click  to select the email addresses you want using roles. 
• Use a semi-colon to separate different addresses.

Warning Message: Subject and body of the email sent during the step. 

• The message may contain text and tags. 
• Click  to access a list of tags. The data entry wizard will only display contextual tags based on the step.
• Use the toolbar to format text.
          
  • Move the cursor over each icon in the toolbar to see its infotip.
  • A contextual toolbar available for certain objects is displayed when you click the object, e.g. image, hyperlink or table.

See the description.

Entry Conditions (Note: Only when at least one step in the process has exit values): Conditions that must be fulfilled before the step can start. 

• Click  to initialize a new condition. It identifies one of the steps that has already been defined in the process and its expected exit value.

• First Step (Note: Only with an initialized condition): When the box is checked, this indicates that the step will be run when the process starts.
• Step Name: Step that must be run before the current step can start.
• Exit Value: Value that the selected step must have before the current step can start. Only possible exit values for the selected step are displayed.
• Separator: When there are several conditions, this indicates the way they will be processed:
  • OR: If the condition is not fulfilled, the step will start only if at least one other condition is fulfilled.
  • AND: If the condition is not fulfilled, the step cannot start even if all other conditions are fulfilled.
     

Final Status (Note: Only for steps where the action type is Workflow End): Status at the end of the step when the workflow terminates prematurely.

• Only a status whose meta-status is Completed can be selected.

  example  You can exit the process without processing the incident if the solution is considered to be too costly.

End Conditions (Note: Only for the End step ): Conditions that must be fulfilled before the End step can start. 

• Click  to initialize a new condition. It identifies one of the steps that has already been defined in the process and its expected exit value.  See Entry conditions.
   

Instance Variable: Information related to the time for running the process to be stored so that it can be reused for another step in the process.  See the procedure How to use a variable in a process.

• Syntax for using an instance variable in emails: #[VAR.variable_instance_name]#
   

• Variable Name: Descriptive name of the instance variable, to make it easier for users to reuse in other steps.
• Value Type:
  • String: The instance variable is a fixed value identifying a string of characters.
  • Variable: The instance variable is a value that is estimated when the process is run.
• Variable / Value: Value attributed to the instance variable:
  • If it is a String value type, enter the string of characters.
  • If it is a Variable value type:
    • A drop-down list will display all instance variables that have been defined.
    • The @RESULT variable refers to the result of the current step, e.g. result of an SQL query for a conditional step, value returned by a web service, or result of an SQL script for an internal update step.

      example  

      • For the conditional step Available mobile number, the @RESULT variable will identify the result of the SQL query used to search for the user's mobile number.
      • For a web service step Password reset, the @RESULT variable will identify the new password for the user. a

Palette of action types

List of available action types for processes 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.
• Service Manager: Achievement of actions using the Service Manager REST API methods.
• EV Observe: Achievement of actions using the EV Observe REST API methods.
• User Intervention: Achievement of manual actions performed by a user.

• To display or hide the palette, click  or  to the right of the palette.
• To display or hide the action types of a category, click V or > next to it.
• To add a step associated with one of the action types in a process, click and drag it to the graphic editor.
        

Graphic editor toolbar

: Used to save the process.

: Used to duplicate the complete process and save it using another name.

: Used to open the process properties pane. You can also double-click the Start step .

: Used to delete the selected step.

: Used to switch to multi-select mode for steps. The icon will change to . 

• Click the steps to add them to the selection or press [Ctrl]+[Alt]+[G] on your keyboard to select all of them. Note: Selected steps are outlined in blue dots.
• Click the  icon again to exit multi-select mode.

 : Print the process.

: Used to modify the zoom level of the display.

: Used to display a mini-preview of the process.

• Click and drag the red rectangle to see the corresponding portion of the process in the editor. 
• Click the icon again to hide the mini-preview.
          

Tools available in steps

Access: Click a step or move the mouse over a link to display the corresponding tools.

 (Completed, Accepted)  (Refused, Rejected, True)  (Information Request, False): Possible exit values for a given step.  See the list of action types.

: Used to duplicate the selected step with all of its properties.

 : Used to represent a breakpoint in the flow line. Click and drag to move it and form the angle you want.

 : Used to delete the link.

 : Used to delete the angle of the link. Note: You can delete all angles and the flow line will become straight again.

Procedures

How to use the process graphic editor

Step 1: Create a new process.

1. Go to the list of Workflow processes or Business rule processes.

• Workflow: References > Other references > Workflows (Transition / Operation)
• Business rule: Administration > Business Rules > Related Processes

2. Click + New.

3. Specify the general properties of the process.

4. Click Save.

Step 2: Create the steps in the process.

1. Click and drag the step type from the palette of action types to the graphic editor.
        

3. Specify the step properties by double-click its outline.
Note: Based on the type of action selected, the fields may differ.

3. Click Confirm changes.

4. Create each step in the process by repeating the same actions. 

Graphical representations of different case scenarios

Step 3: Create steps to manage each possible exit value.

1. You can duplicate a step.

• Click the template step.
• Click .

2. You can create an entry condition directly for a step without using the properties pane.

• Click the step with the exit values you wan
  The possible exit values will be displayed in different colored dots .

• Click and drag the point representing the exit value you want to the step with which it will be linked.
  • A flow line will automatically be drawn.
  • An entry condition is automatically created for the final step of the link.
  • The exit value is equal to the value selected in the link.

Step 4: Complete the End step .

1. Double-click the step.

2. Specify its properties.

A flow line is automatically added between each step defined in the end conditions and the End step. The color will depend on the exit value.

Step 5: Edit the layout of the process.

1. Click and drag the steps to move them in the graphic editor.
The flow lines will automatically be moved.

2. Modify the flow line to improve the readibility of the process.

• Click and drag the flow lines between steps.
  • An angle will be formed at the point where you clicked on the line.
  • A breakpoint  will be added. It is visible when the cursor hovers over it.

• Click and drag a breakpoint to move an angle.
• Delete an angle by hovering the cursor over the flow line then by clicking .
  The portion of the flow line will become straight again.

Step 6: Save the process.

1. Click .

How to use a variable in a process

Use case

Step 1: Store the default group_id of an emmployee attached to a group in a variable.

1. Create a Conditional Step.  See List of action types.

2. Define the SQL script of the step used to find the default group identifier. This will be a SELECT instruction.

3. Create a Group instance variable to store the result of the SQL script.

• Value Type = Variable indicating that the instance variable is estimated when the process is run.
• Variable / Value = @RESULT referring to the result of the SQL script.
   

Step 2: Update the AM_ACTION.GROUP_ID field with the instance variable of the previous step.

1. Create an Internal Update Step.

2. Define the SQL script used to update the AM_ACTION.GROUP_ID field with the result of the SQL script. This will be an UPDATE instruction for calling the instance variable.

The SQL script is used to:

• Update the current action ACTION_ID=@@ID@@.
• Replace the value of the group identifier GROUP_ID with the value of the instance variable #[VAR.Group]#.

How to use a smoServer function in a process

     See use cases for the functions.

UseFunctionInProcess_Procedure

How to implement evie notifications

Step 1: Create a generic evie user.

1. Select References > Directory > Employees in the menu.

2. Click + New in the top banner.

3. Complete the main information of the new user.

4. Click Finish.

5. Tick the Is EVIE box on the Details tab.

6. Click Save.
 

Step 2: Send notifications via the process steps.

1. Open the workflow / business rule from which you want to send the evie notifications.
The graphical process editor will appear.

2. Add a Send notification step.

3. Double-click the step to set it.
        

• Select the Send notification action type.
• In the Notification issuer field, select the EVIE user you have created at the step 1.
  Note: Only the users for which the Is EVIE box is checked on the Employee form are provided.
• Click Confirm Changes.

The notification counter  will be updated in the notification bar each time the step will be performed.
 

Step 3: Consult the notifications.

1. Move the cursor over the counter  in the notification bar.
        

How to associate a new resource to a REST action type

     See the procedure (Settings of the REST action types)

How to manage the result of a Service Manager REST action in a process

     See the procedure (Settings of the REST action types)