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ARO - Submit Runbook Activity Direct
Brian_Wiest
Customer Super IT Monkey ✭✭✭✭✭
With the updates done to the ARO to allow CR's to be processed. Hoping it it a easy lift to have the ARO target a Runbook activity directly.(Or possibly a submission directly to the SCORCH API) This would allow a runbook to be build so one could have WI's created dynamically based on responses in the form. Also as the SCSM admin I keep receiving requests for Service Catalog requests to continue a current interaction of a request. Meaning a Support desk kicks off a SR' to start a project for a community user, the user then has to perform some tasks and then provide responses of the results of the tasks. Currently I have to create a new SR that has a runbook that updates the parent SR with the responses.
Also thinking that a direct Runbook ARO could have options like if the requester answers a question with a yes vs no then the runbook could have a branch that the yes adds additional activity to the work item it creates for the support desk.
Comments
We do essentially the same thing you're talking about except we use the PowerShell Activities. We have a template with a PSA that runs a powershell script that reads the TemplateId of the work item and then calls a related powershell script. The second powershell script dynamically creates activities based on user responses to the request offering.
You could use a PSA to determine which runbook to run and then call a powershell script to run the related runbook.