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Matrix42 Workflow Studio: Service Desk Activities

 

Change Management Activities

Change Approval

Creates approval tasks for any decision-makers for change workflows and waits until the change approval task is processed by the decider.

Repository category: Service Desk > Change Management

Special Attributes:

  • Everybody has to decide = Yes

For each decision-maker and each role member (members of the selected decision-maker roles will be resolved), an own approval task will be created. The approval is successfully finished after all deciders have approved it. If one decider declines the approval, the entire approval step will be declined. Approvals that are still open will be deleted.

  • Everybody has to decide = No

Only one of the selected decision-makers have to approve. The system creates approvals for each selected decider and, in case of the selected decision-maker role, one approval for each role. The approval will be set to Approved after the first decider has approved. If the first decider declines the approval, the entire approval step will also be set to Declined. All approvals that not been decided yet will be consolidated and deleted.

Properties:

Name

Description

Change

Unique number of the change (Expression-ObjectID).

Display Name

Understandable name of the activity.

Decision Makers

List of persons that are responsible for decision making about the change approval (SPSUserClassBase.ID).

Decision Maker Roles

List of roles that are responsible for decision making about the change approval (SPSRoleClassBase.ID).

Everybody has to decide

Specifies whether any user that is defined either in decision-makers or member of the selected decision-maker roles has to provide a decision about the change.

Approval Task IDs

List of the change approval tasks that were created within the activity (Expression-ObjectID).

Approved

Result of the change approval.

Close Change

Closes changes in Matrix42 Service Desk.

Repository category: Service Desk > Change Management

Properties:

Name

Description

Change

Unique number of the closing change (Expression-ObjectID).

Display Name

Understandable name of the activity.

Solution

Closing solution for the change.

Closing Reason

Reason for closing the change (SPSCommonPickupStatus.Value)

 

Wait for Related Tasks

Ensures that all of the workflow's tasks (e.g. changes) with the selected types were closed before the workflow proceeds with the next step. This activity waits not only for tasks that are created by the workflow but also for tasks that are manually added to the change in the console.

Repository category: Service Desk > Change Management

Special Attributes:

  • Type of task = <empty>

The system waits for all types of related tasks, including tasks without a configured type.

  • Type of task = <all possible values selected>

The system waits for all selected types of related tasks, excluding tasks without a configured type.

Properties:

Name

Description

Activity ID

Unique number of the activity object (e.g. change, task, etc.) which is tracked by the workflow to ensure that the activity itself and the related tasks of the defined type are closed.

Display Name

Understandable name of the activity.

Type of Tasks

Specifies types of tasks which are tracked by the workflow. If no type is selected, then the workflow waits until all tasks that are related to the activity are closed.

Task IDs

List of tasks that are tracked by the workflow activity (Expression-ObjectID).

 

 

Add Journal Entry

The activity is used for adding a journal entry for a specified object (for example, incident, problem, task, etc.). A journal entry can be added only for configuration items that comprise the SPSActivityClassUnitOfWork data definition (journal entry).

Repository category: Service Desk

Properties:

Name

Description

Creator

Author of modification which has led to creating a journal entry. The creator will be specified in the journal entry heading.

Entry Type

Type of the journal entry that will be made. Journal entry types are stored in the SPSJournalEntryPickupType data definition. The journal entry type defines the message template that will constitute the journal entry.

Object ID

Configuration item for which the journal entry will be added.

DisplayName

Understandable name of the activity.

Comments

Additional information to be displayed in the journal entry. Manually enter the comment in the Attribute: Comments designer or specify the variable/expression for the comment.

Parameters

The pre-configured Edit Parameters designer. It contains a list of parameters that are different for different entry types. They provide additional information about the relevant modification. If the type and value of parameter are specified, the parameter will be added in the entry text.

Visible in Portal

Boolean value to define if the entry will be available on the portal.

Create Change

Creates changes in Matrix42 Service Desk.

Repository category: Service Desk

Special Attributes:

  • Start Workflow Immediately = Yes

The workflow that is configured in the selected change template, will be started directly after the creation of the change without any manual action. This attribute is especially recommended when the activity is used in a fully automated provisioning workflow.

  • Start Workflow Immediately = No

The workflow that is configured in the selected change template, should be started manually by the change responsible (e.g. Change Management) by using the console action Agree directly on the created change.

Properties:

Name

Description

Display Name

Understandable name of the activity.

Change Template

Reference to the change template (SVMChangeTemplateClassBase.ID).

Type of Change

Type of the change (SVMChangePickupChangeType.Value).

Reported Per

The way how the change is reported (SPSActivityIncidentPickupEntry.Value).

Summary

A short summary of the change.

Description

A detailed description of the change.

Solution

The solution of the change.

Category

Reference to the change category (SPSScCategoryClassBase.ID).

Impact

Impact of the change (SVMActivityPickupImpact.Value).

Urgency

The urgency of the change (SVMActivityPickupUrgency.Value).

Resubmission

Date when the change is resubmitted.

SLA

Service Level Agreement that is related to the change (SVCServiceLevelAgreementClassBase.ID).

Creator

Person who created the change (SPSUserClassBase.ID).

User

Person who initiated the change (SPSUserClassBase.ID).

Responsible User

The user who is responsible for the change (SPSUserClassBase.ID).

Responsible Role

Role that is responsible for the change (SPSScRoleClassBase.ID).

Notify Responsible

Specifies whether to send notification emails to the user and role that are responsible for the change.

Known Risks

Description of the known risks for the change.

Counteractions

Description of counteractions for the change risks.

Roll-back Strategy

Description of the roll-back strategy for the change.

Cost Estimation

Estimation of costs that are needed for the change.

Required Resources

Description of resources that are required to process the change.

Timeline

A detailed description of the time that is required to process the change request.

Reviewers

List of users that are assigned for the change review (SPSUserClassBase.ID).

Notify Related Users

Specifies whether to send email notifications to the users who are related to the change.

Related Problems

List of problems that are related to the change (SPSActivityClassBase.ID).

Related Incidents

List of incidents that are related to the change (SPSActivityClassBase.ID).

Related Assets

List of assets that are related to the change (SPSAssetClassBase.ID).

Related Services

List of services that are related to the change (SPSArticleClassBase.ID).

Related Users

List of users that are related to the change (SPSUserClassBase.ID).

Related Topics

List of topics that are related to the change (SPSCommonClassBase.ID).

Start Workflow Immediately

The way the change workflow is started, either immediately right after the creation or after it is agreed.

Change ID

Unique number of the created change.

Update Change

Updates any attributes of the existing changes. The selected (not empty) properties will normally be replaced in the change. In case of Journal EntryRelated TopicsRelated UsersRelated ProblemsRelated IncidentsRelated Assets, and Related Services properties, entries will be added to the change and will not be replaced.

Repository category: Service Desk

Properties:

Name

Description

Change ID

Unique number of the change ([Expression-ObjectID]).

Display Name

Understandable name of the activity.

Status

Current status of the change (SPSCommonPickupStatus.Value).

Type of Change

Type of the change (SVMChangePickupChangeType.Value).

Reported Per

Way how the change was requested (Phone, E-mail, Portal, or Catalog Order).

Summary

Short summary of the change.

Description

Detailed description of the change

Solution

Change closing solution.

Journal Entry

Text to add to a new journal record.

Visible in Portal

Specifies whether the text that is specified in journal entry is visible in the change journal at the Matrix42 Self Service Portal.

Category

Category of the change (SPSScCategoryClassBase.ID).

Impact

Impact of the change (SVMActivityPickupImpact.Value).

Urgency

Urgency of the change (SVMActivityPickupUrgency.Value).

Resubmission

Date when the change is resubmitted.

SLA

Service Level Agreement that is related to the change (SVCServiceLevelAgreementClassBase.ID).

Creator

Person who created the change (SPSUserClassBase.ID).

User

Person who initiated the change (SPSUserClassBase.ID).

Responsible User

User who is responsible for the Change (SPSUserClassBase.ID).

Responsible Role

Role that is responsible for the change (SPSScRoleClassBase.ID).

Notify Responsible

Specifies whether to send notification emails to the user and role that are responsible for the change.

Known Risks

Description of the known risks for the change.

Counteractions

Description of counteractions for the change risks.

Roll-back Strategy

Description of the roll-back strategy for the change.

Cost Estimation

Estimation of costs that are required for the change.

Required Resources

Description of resources that are required to process the change.

Timeline

Detailed description of time that is required to process the change request.

Reviewers

List of users that are assigned for the change review (SPSUserClassBase.ID).

Notify Related Users

Specifies whether to send email notifications to the users who are related to the change.

Related Problems

List of problems that are related to the change (SPSActivityClassBase.ID).

Related Incidents

List of incidents that are related to the change (SPSActivityClassBase.ID).

Related Assets

List of assets that are related to the change (SPSAssetClassBase.ID).

Related Services

List of services that are related to the change (SPSArticleClassBase.ID).

Related Users

List of users that are related to the change (SPSUserClassBase.ID).

Related Topics

List of topics that are related to the change (SPSCommonClassBase.ID).