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several question about SCSM activities

Silas_SulserSilas_Sulser Customer Advanced IT Monkey ✭✭✭

Hello


We would like to bring more standardization to some of our SR templates with using activities (until now we don't use any activities). Here are my questions about the usage of activities in SRs:

  1. Is it correct that you can only use manual activities in the predefined chronological flow (first MA needs to be marked as completed before you can go to the next MA)?

  2. Is it possible to assign activities to a support pool instead of one single analyst?

  3. How do you handle SRs which need to go through at least of two Support groups (how does the next pool know whats left to do on that SR, just by manually checking it?)?

  4. whats the best practise for this usecase:
    - Our user offboarding task has several steps like "disable AD User", "Remove Postbox", "Get back used Hardware" etc, How would you use activities in this case if automation is not a part of activities yet? When the tickets comes to the next support pool they should know what's already done.

Many thanks and best regards

Silas

Best Answers

  • David_AllenDavid_Allen Advanced IT Monkey ✭✭✭
    Accepted Answer
    Hi,

    1.  Activities are performed in order, however you can place multiple activities within a parallel activity so they all go to In Progress at the same time.

    2. You can assign the activities to AD users or groups.  So if you assign to a group that is mapped to a support group in SCSM, then every member of that team will see the activity.

    3/4.  The idea is that each activity will be for something specific to take place, and the description should define what that it is.  Even if you don't have automation in place yet, you can still create individual manual activities for "disable AD User", "Remove Postbox" etc, and doing so will put you in a great position when you are ready to automate as your process is already fully defined.

    Hope that helps,
    David
  • Brian_WiestBrian_Wiest Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    1. Here is a workflow we use to perform an enterprise virtual decommission. You can see that we have a mix of MA, PA, and SA. In the future as we update SCVMM we will add more automation. 


    2. Used this solution to add support groups to MA and it works well to set each MA to a specific support group. https://github.com/Cireson/Community_AddSupportGroupFieldToMA

    3. What we do for this process is the SR remains with a support group that is responsible for the entire process. While each activity goes to the specific support group for the task. 

    4. The activities are a waterfall affect so the support groups can view where and what has occurred in the request.

    HTH

Answers

  • David_AllenDavid_Allen Partner Advanced IT Monkey ✭✭✭
    Accepted Answer
    Hi,

    1.  Activities are performed in order, however you can place multiple activities within a parallel activity so they all go to In Progress at the same time.

    2. You can assign the activities to AD users or groups.  So if you assign to a group that is mapped to a support group in SCSM, then every member of that team will see the activity.

    3/4.  The idea is that each activity will be for something specific to take place, and the description should define what that it is.  Even if you don't have automation in place yet, you can still create individual manual activities for "disable AD User", "Remove Postbox" etc, and doing so will put you in a great position when you are ready to automate as your process is already fully defined.

    Hope that helps,
    David
  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    1. Here is a workflow we use to perform an enterprise virtual decommission. You can see that we have a mix of MA, PA, and SA. In the future as we update SCVMM we will add more automation. 


    2. Used this solution to add support groups to MA and it works well to set each MA to a specific support group. https://github.com/Cireson/Community_AddSupportGroupFieldToMA

    3. What we do for this process is the SR remains with a support group that is responsible for the entire process. While each activity goes to the specific support group for the task. 

    4. The activities are a waterfall affect so the support groups can view where and what has occurred in the request.

    HTH
  • Silas_SulserSilas_Sulser Customer Advanced IT Monkey ✭✭✭
    Many thanks to both of you! It really helps me a lot in my situation. Davids first point was a very good hint too, it solved one of my activity-problems :) 
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