do we need Orchestrator to forward SR based on activities?

Silas_Sulser

Hello

Is it possible to forward an SR based on predefined activities (like a predefined workflow with several steps through some different support Groups (HR, ICT etc.)?

If it is possible, is Orchestrator mandatory for that feature?

Thanks for your help and best regards

Silas

Adam_Dzyacky

Yes/no based on what I think you're asking - 

The no part of your question: I outline this type of scenario in How does your service desk effectively manage large queues of work each with multiple activities? In short, you have an SR template that has no Assigned To user and assigned "parent" support group that has no one in it. Then the activities contained therein map out to different departments (e.g. Accounting, HR, IT, etc.). In order to achieve said mapping, you extend the Manual Activity class with a Support Group enum. You then scope permissions/queues for manual activities based on said extension.

The yes part of your question: Based on the above scenario, it's possible that in some occasions you may want to assign one of those MAs elsewhere. Maybe you don't want several MAs to engage. In this case, it speaks to a runbook (SCO or SMA) located before all of the activities start that evaluate condition(s) of the Service Request and then creatively can reassign, skip, etc. to said MAs.

In either case above, a template of activities has defined that becomes your organizations process standard. With automation platforms you can get creative and dynamically alter those throughout the lifecycle of that request. So is it mandatory? It all depends on what you are trying to achieve. This is the flexibility of the platform that lets you design a process how you see fit. Could you do Service Manager without Orchestrator? Sure! But then I hope that means you're 100% integrated with SMA

Adam_Dzyacky

Yes/no based on what I think you're asking - 

The no part of your question: I outline this type of scenario in How does your service desk effectively manage large queues of work each with multiple activities? In short, you have an SR template that has no Assigned To user and assigned "parent" support group that has no one in it. Then the activities contained therein map out to different departments (e.g. Accounting, HR, IT, etc.). In order to achieve said mapping, you extend the Manual Activity class with a Support Group enum. You then scope permissions/queues for manual activities based on said extension.

The yes part of your question: Based on the above scenario, it's possible that in some occasions you may want to assign one of those MAs elsewhere. Maybe you don't want several MAs to engage. In this case, it speaks to a runbook (SCO or SMA) located before all of the activities start that evaluate condition(s) of the Service Request and then creatively can reassign, skip, etc. to said MAs.

In either case above, a template of activities has defined that becomes your organizations process standard. With automation platforms you can get creative and dynamically alter those throughout the lifecycle of that request. So is it mandatory? It all depends on what you are trying to achieve. This is the flexibility of the platform that lets you design a process how you see fit. Could you do Service Manager without Orchestrator? Sure! But then I hope that means you're 100% integrated with SMA