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A visual guide to Workflows in the new SaaS version
By Bob Darroch, Porfolio Manager
HP SaaS ITSM
With the release of Service Anywhere, a new SaaS version of HP IT Service Management (ITSM), administrators can now use a graphical interface with drop-down menus, “wizard” step-by-step processes and drag-and-drop functionality to simplify back-end changes to data fields, forms, rule set and work flows. The intention was to make it easy enough that administrators don’t need to be programmers—in fact, process owners themselves could make the necessary changes to make the IT Services team more efficient and effective.
The changes are most evident in the Workflows. This guide reveals how to set up IT service workflows.
With the high rates of turnovers in many enterprise IT service teams, it is important to have a clear way to establish consistent processes for every ticket, from creation to closure. Service Anywhere uses workflow diagrams to easy-to-follow graphical representations of how each phase transitions to the other phases.
You can quickly identify existing workflows listed in standard table format with sortable columns and select one for editing, or copy it as a foundation for a new workflow.
Automatic transitions are represented by small gear icons, while plain arrows represent manual transitions.
In this example (Fig. 2), a “Major Review” phase is being created. You can simply create a new phase by clicking on an existing phase and dragging the cursor to an open area on the screen.
Phase details are defined in the fields at the bottom of the screen. Setting the type of transition (Fig. 3) is as straightforward as selecting it from the drop-down menu.
Similarly, the phase case be named by selecting the phase and filling out the fields below. Within the phase, you can define the form that is used. By providing a different form, you are able to emphasize to the user what specific information is important at that point during the workflow.
In order to trigger the automatic transition, a Condition must be set using the Condition Editor (Fig. 5). Specific forms that have been previously created are associated with each phase in the workflow activity. In this workflow, the automatic transition occurs if in the CurrentRecord form, the value in the “Major Incident” field is set to “True”
Exits must also be set for the new phase. For example, after the Major Review phase is complete, the ticket can either be manually transitioned to “Closure” or return to the “Investigation” phase—but only if the User has Expert authorization (Fig. 6). This condition is created using standard Boolean modifiers.
Rule sets appear within a workflow’s activity, establishing processes for business rules and what actions the IT Service Manager tool will perform. Rule sets are categorized by , whether it is on entering the phase, exiting, initialization, display, on update or after a successful update (Fig. 7).
Creating rule sets is performed through simple-to-use setup wizards, which present a range of options:
- Auto Open Task
- Clear Fields
- Create Activity Record
- Launch URL
- Require an Activity Update
- Run a Wizard
- Save and Exit
- Send HTML Email
- Set Field
- Set Field from Number
- Set Mandatory Fields
- Validate Date
- Validate Text/Number
- Validate Against List
Explore Service Anywhere for yourself
Service Anywhere has been created to put more control in the hands of administrators, by making it simple to establish and manage the processes that IT service desks use to efficiently and effectively track tickets.
Want to kick the tires? Get access to the Share Trial version here to try out the administrative functions, including learning more about the new Data Tool and Forms functionality.
To read more about Service Anywhere, visit the product page.