Creating a service offering through a self-service portal part 5: Templates

December 29, 2011 at 7:22 pm in Uncategorized by mikeresseler

The series

Recap

In the first post we discussed what we are going to do through these series. I showed the result and the high-level overview of what we are going to do in more detail in the different posts.

In the second post we did some pre-work like creating a management pack specific for this solution and a knowledge base article to give some additional “power” to our solution.

The third post handled the workflow that we needed to build in Orchestrator.

The fourth post handled the preparations in Service Manager such as creating a connector and synchronize it.

This post will be about creating the templates in Service Manager.

Huh? Templates?

In Service Manager, each time you create an incident or change or problem or… you are using a template.  After the installation, when you have nothing customized, then you use the “default” template.  When you are enjoying the program Winking smile for a longer period, you will create specific templates for specific incidents.  An example.  Imagine that you get a lot of incidents for resetting users passwords.  (Sounds familiar? Smile)  If your service desk needs to fill in the same information again and again (like: which tier needs to handle it, which priority and so on…) they would love a template that already contains that information pre-filled.  So if you build such a template (let’s call it the password-forget-template) then the service desk can choose that specific template each time an incident needs to be logged and automatically most of the information is pre-filled.  That will be a huge time-saver for your service desk.

With a bit of imagination you can build some serious strong templates that save your service desk, yourself and your users a lot of time…

In this post, we are going to build 2 templates.  One template will be a automation activity.  Let me try to explain what that is…  Let’s take a change request as an example.  Most change requests have some activities associated with them.  Activities such as approving (by a CAB for instance) and manual activities are the most known.  Within Service Manager, you can define those activities in your incidents, changes and so on.  We are going to build an automation activity as a template. This means  we can reuse that in other templates (again, incidents, changes, service requests and so on…)  Because it is automated, that means that it will automatically run, with no user interaction and most of the time, it will require some parameters.

The second template is going to be a service request template.  A service request is exactly what the word says… A service request Smile.  This template is the one we are going to use when a user (our HR person) is going to do the request and which we are going to prefill with data.

All right, let’s start building

The automation activity template

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In the SCSM console, go to Library -> Runbooks.

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Select the correct runbook.  In my case, this is Add User to Group (which is the name I gave the runbook in Orchestrator)

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In the Tasks Pane, press Create Runbook Automation Activity Template.

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Fill in the Name, Description and choose the correct Management Pack (! Remember the MP you created before). The Class should be filled in correctly automatically for you (Runbook Automation Activity). Then press OK, where the template form will be automatically opened so that you can change the needed properties

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Fill in the Title, Description, Area and other fields as you wish. Make sure you choose Is Ready for Automation.  If you don’t do this, you can’t use it as an automation afterwards!

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On the next tab, you can create the mappings for the variables that you will need to pass to Orchestrator. Don’t worry about the mappings for now. Press OK to create the template

Create Service Request Template

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In the SCSM console, go to Library –> Templates

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In the Tasks Pane, press Create Template.

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Fill in the Name, Description and choose the correct Management Pack. The Class should be filled in with Service Request. Then press OK, where the template form will be automatically opened so that you can change the needed properties

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Fill in the Title, Description, Urgency and other fields as you wish.

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On the next tab, you can define your activities for this service request. In real-life, you would start with an approval activity but for this demo, we assume that the HR administrator decides anyway so we add immediately the automation activity which we created before this. Press the clip_image001button.

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Select the Runbook Automation Activity that we just created (Add User To Group)

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When you are finished, press OK to create the template

 

That’s it for today.  One more post left and we got our entire offering ready… Stay tuned

Cheers,

Mike