An action type is used to define the handling to be performed in a process step (workflow or business rule). It can be the achievement of:

• Manual action assigned to groups or users via their roles.
• Automatic action performed without user intervention.
   

Action types are 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.
• User Intervention: Achievement of manual actions performed by a user.

Examples

• Manual actions: Technical Support team handling an incident, technician working onsite or approval from the user for the technical Support team intervention.

• Automatic actions: Sending an email, calling a SOAP web service or a REST API.

Notes

• 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.

• You can use User interventions action types in Service Apps apps managing tickets.
  • You must configure the command buttons via the Workflow advanced tag.
  • You can disable the rejection comment functionality (Reject button > Hide Comment property).

Email notifications

Notification

EndDefinition

• The notification mode is specified in the Employee Directory.

Categories of action types

Automatic actions

These action types are available on workflows and business rule related processes. These are only automatic actions that do not require user intervention.

Action Type		Description		Context		Possible Exit Values
Waiting for External Application		Pause the workflow while waiting for a response from an external application Can be used after the Web Service Step action type where there is no immediate response. Once the response is received, the workflow will resume.		Internal process Context: Operation		Completed
Calculation of Target Resolution Date		Runs the calculation of the SLA resolution date once the action starts and not when the incident or request is created Used to delay the calculation of the target resolution date.		Internal process Contexts: Operation, Transition, Business Rule		Completed
Send Email		Send an email to recipients identified via their role 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.		Internal process Contexts: Operation, Transition, Business Rule		(none)
Send Notification		Send a notification to recipients identified via their role. This can be displayed via the notification counter in the notification bar. The notification issuer must be an evie type user. See the procedure.		Internal process Contexts: Operation, Transition, Business Rule		(none)
Related Known Error		Create a known error automatically associated with the problem Select Operation > Actions in the menu or open the Quick Dashboard to view this type of action in the Back Office.		External process Context: Operation		Completed
Conditional Step		Perform a step based on the result of an SQL script You must define the SQL query without the data entry wizard. The query can call all of the fields in the data model.		Internal process Contexts: Operation, Transition, Business Rule		True; False
Codeless Conditional Step		Perform a step based on the result of an SQL script You must define the SQL query without the data entry wizard. The fields within the scope of the query is defined by the publisher.		Internal process Contexts: Operation, Transition, Business Rule		True; False
Internal Update Step		Update the Service Manager database using an SQL script triggered by a workflow action		Internal process Contexts: Operation, Transition, Business Rule		Completed
Web Service Step		Run a SOAP web service You must first define the Web service by selecting Administration > Parameters > Web Services in the menu.		Internal process Contexts: Operation, Transition, Business Rule		True; False
End of On Hold		Resume the temporarily suspended incident or request The status of the object is not affected. Action defined to run at the same time as other actions. Not followed by another action.		Internal process Context: Operation		(none)
Workflow End		Used to terminate the incident or request prematurely due to approval rejection by the financial approval manager or direct manager The status is selected from those with the Completed meta-status All ongoing actions will be interrupted.		Internal process Contexts: Operation, Transition		(none)
On Hold		Put the incident/request on hold Generally used before the Waiting for External Application action. Action defined to run at the same time as other actions. Not followed by another action.		Internal process Context: Operation		(none)
Automatic Processing		Used to insert an action to trigger processing external to Service Manager The specific development of this trigger should be carried out by the customer or integrator.		Internal process Contexts: Operation, Transition, Business Rule		Completed

REST actions

These action types are available on workflows and business rule related processes. These are only automatic actions that do not require user intervention.

      See the REST action types settings.

Actions related to the Service Manager/EV Observe REST API

These action types are available on workflows and business rule related processes.

When you insert a Service Manager/EV Observe REST action in the graphic editor, this will automatically preload the REST service, REST connector and resource in the step.

      See the Service Manager REST API methods

User interventions

These action types are available on workflows and in Service Apps apps (command buttons settings via the Workflow advanced tag). These are only automatic actions that do not require user intervention.