how to automatically set "assigned user"-field to user who closed workitem, if field is empty?

Silas_Sulser

Hi guys

We are pretty new to Orchestrator but we already love it.

We often have situations where somebody closes a workitem but don't assign it to itself (a lot of BMC Remedy users).

So the workitem is closed but the "assigned user"- field is still empty what is not nice.

How can we achieve that by using Orchestrator runbooks?

I guess it's something like setting a trigger to "closing a workitem" or similar and update the assigned user field with the person who closed it, right?

Thanks and best regards

Silas

Adam_Dzyacky

You're entirely correct in your "how to" assumption.

There are two runbook methods you could use to acheive this:

1. You could have an always running/monitor style runbook listening for Updates when an item moves to Closed (SEE: Monitor Object activity)
2. You can create an RB that is attached to all of your templates in SCSM (this runbook will most likely begin with an Initialize Data activity so you can pass parameters from SCSM into SCO)

The difference here is you have an always running runbook in SCO or the runbook is triggered on demand on specific templates. Neither is wrong or preferred, it's going to be what suits your internal process best.

Adam_Dzyacky

You're entirely correct in your "how to" assumption.

There are two runbook methods you could use to acheive this:

1. You could have an always running/monitor style runbook listening for Updates when an item moves to Closed (SEE: Monitor Object activity)
2. You can create an RB that is attached to all of your templates in SCSM (this runbook will most likely begin with an Initialize Data activity so you can pass parameters from SCSM into SCO)

The difference here is you have an always running runbook in SCO or the runbook is triggered on demand on specific templates. Neither is wrong or preferred, it's going to be what suits your internal process best.

Eric_Krasner

Option 2 is a better option, we use it all the time.  Monitor runbooks have an uncanny habit of getting stopped and not restarted.  Adding a Runbook Automation Activity to your template is more failsafe.

Silas_Sulser

Many thanks Adam I'm gonna check that out!
For everyone who's interested, here's a PS Script what does the same for SRs:

# The multiple Criteria part modified from  http://www.lazywinadmin.com/2016/03/powershellscsm-get-manual-activities.html

# Import Smlets Module
Import-module -name Smlets

# Get the Service Request Class
$SRClass = Get-SCSMClass -Name System.WorkItem.ServiceRequest$

# Get the Service Request Completed Status Enumeration
$SRStatusClosed = Get-SCSMEnumeration -Name ServiceRequestStatusEnum.Closed$

# Get the starting date from where we are searching
$SRClosedDay = (Get-date).Adddays(-1)

# Get the Criteria Class
$CriteriaClass = "Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectCriteria"

# Define the Filter
$Filter = "Status = '$($SRStatusClosed.Id)' AND ClosedDate > '$SRClosedDay'"

# Create the Criteria Object
$CriteriaObject = new-object $CriteriaClass $Filter, $SRClass

# Collect all Closed Service Requests in the last day
$Workitems = Get-SCSMObject -criteria $CriteriaObject


$AssignedToUserRel = Get-SCSMRelationshipClass -Name System.WorkItemAssignedToUser
$ClosedByUserRel = Get-SCSMRelationshipClass -Name System.WorkItemClosedByUser


#Loop through each Service Request checking the Assigned To and Closed To values
ForEach ($SR in $Workitems)
  {
       $AssignedTo = Get-SCSMRelatedObject -Relationship $AssignedToUserRel -SMObject $SR
       Write-Host "$AssignedTo"
       $ClosedBy = Get-SCSMRelatedObject -Relationship $ClosedByUserRel -SMObject $SR
        Write-Host "$ClosedBy"
       If ($AssignedTo -ne $ClosedBy) 
         {New-SCSMRelationshipObject -Relationship $AssignedToUserRel -Source $SR -Target $ClosedBy  -Bulk }

  } #End ForEach loop

Eric_Krasner

Wouldn't you be better off checking if the Assigned to in  If ($AssignedTo -ne $ClosedBy)  in the ForEach loop is blank as opposed to not equal.  It is entirely feasible that the activity would be closed by someone other than the assigned to user.  You wouldn't want to loose that information/history