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Expand ARO to include options for dynamic approvers

Leigh_Kilday

Leigh_Kilday Member Ninja IT Monkey ✭✭✭✭

October 2016 in Service Manager Portal Feature Requests

Our solution for dynamic approvers is theoretically sound, but it is let down by the SCSM/Orchestrator flakiness.

Our current solution is consists of 4 runbooks to achieve dynamic approvers.

Free text prompts for domain and username of the approver (no validation that this is a real person)
Query prompt for user CIs (ugly and slow)
Simple List prompt for a property of the user that maps to a CSV [Lookup | Domain | Username] (file locks!)
No prompt, but user's manager picked up from User CI (should swing this over to query AD because it requires a connector sync to refresh). For those who are not aware, the OOTB "Line manager should review" checkbox will find the Created By user's manager, not that of the Affected User.

Not only is it prone to the aforementioned flakiness, but it's also slow; one has to find the parent WI and then all of its children in order to identify which RA to which you want to add the reviewer. Each time.

It would be wonderful if these scenarios were covered in the ARO app.
For this to work, I'd need:

A prompt type for an AD user/group (like On Behalf Of), but it has admin-defined filters.
The ability to map this user directly to a RA's Reviewer table.
A token for Affected User's Manager

4

4

4 votes

Submitted · Last Updated October 2016

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