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Wait Activity - An activity that sits in no-ones queue whilst waiting for the proper time to start
Geoff_Ross
Cireson Consultant O.G.
We know with uses it goes one of two ways. They ask for something that needs doing in the next 5 minutes, or they ask you to do something that can't be done for weeks or even months.
For example, we get an SR for a user for a leaving employee. We have a full list of activities that needs doing, but none of it can be done until they have actually left. This could be weeks in advance. No-one in IT wants a SR or the first MA sat in their queue for weeks, having to periodically check it for if they can finally action it or not.
Introducing my idea: Wait Activity
This activity can be place at the start of the activities, with the Wait Until date entered manually or even mapped from a Request Offering. This activity is not assigned to any individual or group so nobody sees it in their queue. A workflow will run each day just after midnight, and once the date is reached, the activity will be completed, kicking the first proper activity into In Progress and the process can begin.
Please up-vote if you think this would be useful to your organisations and teams.
Geoff
For example, we get an SR for a user for a leaving employee. We have a full list of activities that needs doing, but none of it can be done until they have actually left. This could be weeks in advance. No-one in IT wants a SR or the first MA sat in their queue for weeks, having to periodically check it for if they can finally action it or not.
Introducing my idea: Wait Activity
This activity can be place at the start of the activities, with the Wait Until date entered manually or even mapped from a Request Offering. This activity is not assigned to any individual or group so nobody sees it in their queue. A workflow will run each day just after midnight, and once the date is reached, the activity will be completed, kicking the first proper activity into In Progress and the process can begin.
Please up-vote if you think this would be useful to your organisations and teams.
Geoff
14
Comments
Yes, and probably not an issue for a few hours but a Runbook running for several weeks is likely to have issues on some occasions. This method would just have a process that runs daily looking for WAs that have hit the required date.
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We have an service request offering with a Runbook activity. It assign a license for the user to be used for 1-5 days.
The template for the RO have 2 Runbooks activities
the first one for the assigning process of the license and second one to remove the license again.
Then the first Runbook runs it set the “schedule start date” on the second Runbook. And set the SR to status “Hold”
every midnight there is a monitor checking for overdue “schedule start date” , and set the SR status to “In progress” again.
Bonus info
We also have an internal field (dropdown), there the SR is set for “awaiting RBA”. This is handy then no one need to see the Servive Request in there standard views, by excluded the cases with this value.
we are using the same field, then awaiting manager approval .
Hi! Could you please tell me more ditails about back end workflow process described in your post? Im trying to do postpone activities in SR and I dont know how to do it ...(
Good news @Taras_Kirillov! A new Delay Activity just came out this week!
https://kb.cireson.com/article/install-delay-activity/2623
You can obtain Delay Activity from our downloads page at https://softwaredownloads.cireson.com.
just a FYI for those grabbing the Delay Activity, the 2016 version appears to require 2016 UR10 to be installed going off the required management pack numbers it wants
What is the scheduled frequency of the workflow? The community posting mentions a daily workflow running after midnight. However, since the new Activity can delay on the order of minutes, my assumption is that it'll run more frequently than once/day. Also, we haven't installed this yet, but is there a SCSM setting that give the admin the ability to adjust the frequency as appropriate for a given environment?