The Action Types
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
- Email notifications will automatically be sent for certain actions performed in a process step. The behavior of these notifications will vary depending on the user's notification mode.
- Mail notification mode: All process steps configured with automatically sent emails will send automatic notifications to users.
- No Notification notification mode: Only internal process steps configured with Send Email will send notifications to users.
- Other notification modes or no specified mode: No action will send notifications to users.
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
|
|
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
|
|
Completed | |||
Send Email | Send an email to recipients identified via their role
|
|
(none) | |||
Send Notification | Send a notification to recipients identified via their role. This can be displayed via the notification counter ![]() |
|
(none) | |||
Related Known Error | Create a known error automatically associated with the problem
|
| Completed | |||
Conditional Step | Perform a step based on the result of an SQL script
|
|
True; False | |||
Codeless Conditional Step | Perform a step based on the result of an SQL script
|
|
True; False | |||
Internal Update Step | Update the Service Manager database using an SQL script triggered by a workflow action |
|
Completed | |||
Web Service Step | Run a SOAP web service
|
|
True; False | |||
End of On Hold | Resume the temporarily suspended incident or request
|
|
(none) | |||
Workflow End | Used to terminate the incident or request prematurely due to approval rejection by the financial approval manager or direct manager
|
|
(none) | |||
On Hold | Put the incident/request on hold
|
|
(none) | |||
Automatic Processing | Used to insert an action to trigger processing external to Service Manager
|
|
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.
Action Type | Description | Context | Possible Exit Values | |||
---|---|---|---|---|---|---|
Service (third-party product) | Call the resource of a service via its REST API |
|
Success ; Error |
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.
Action Type | Description | Context | Possible Exit Values | |||
---|---|---|---|---|---|---|
Closing Operation | Run standard IT actions to process the incident or request, with the possibility of requalifying the object when completing the intervention summary
|
|
Completed | |||
Closing Transition | Run standard IT actions to process the request, with the possibility of requalifying the object when completing the intervention summary
|
|
Completed | |||
Rating | Ask the user (usually the requestor or recipient) to give a score based on the quality and speed of the intervention provided by the IT team |
|
Completed | |||
Installation Operation | Provide recipients with all of the elements in the incident/request such as equipment, consumables, or software, and indicate the hardware on which the software should be installed
|
|
Completed | |||
Installation Transition | Provide recipients with all of the elements in the request such as equipment, consumables, or software, and indicate the hardware on which the software should be installed
|
|
Completed | |||
Logistics | Provide all of the elements in the request such as equipment or consumables
|
|
Completed | |||
Plan with Collision Detection | For a given period, used to detect the existence of blackout periods associated with an impacted or impacting CI, change requests associated with an impacted or impacting CI and planned change requests.
|
|
Completed | |||
Operation Processing | Run standard IT actions to process the incident or request
|
|
Completed | |||
Transition Processing | Run standard IT actions to process the request
|
|
Completed | |||
Operation Approval | Ask the direct manager to validate the intervention of the IT team
|
|
Accepted; Information Request; Refused | |||
Operation Approval with Authentication | Identical to the Operation Approval action type, but users are first required to authenticate by entering their password |
|
Accepted; Information Request; Refused | |||
Self Service Approval | Ask the user (usually the requestor or recipient) to validate the intervention by the IT team
|
|
Accepted; Information Request; Refused | |||
Self Service Approval with Authentication | Identical to the Self Service Approval action type, but users are first required to authenticate by entering their password |
|
Accepted; Information Request; Refused | |||
Self Service Approval with Survey | Identical to the Self Service Approval action type, but if the intervention is accepted, you can ask the user to give a score based on the quality and speed of the intervention
|
|
Accepted; Information Request; Refused | |||
Transition Approval | Ask the financial approval manager or direct manager to approve the handling of the request (action at the start of the workflow) or validate the intervention of the IT team (action at the end of the workflow)
|
|
Accepted; Information Request; Refused | |||
Transition Approval with Authentication | Identical to the Transition Approval action type, but users are first required to authenticate by entering their password |
|
Accepted; Information Request; Refused |