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Feb 25 2017

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Service Manager Complex Approvals Tutorial: Part 2 – Service Manager: Creating the Service Request

This is the second part of a 6-part post about creating a Service Request with complex approvals in Microsoft System Center Service Manager.

The parts are as follows,

  1. Introduction.
  2. Service Manager: Creating the Service Request. (This Post!)
  3. Orchestrator: Check and update Service Request. Coming Soon!
  4. Orchestrator: Monitor Review Activity and Custom Approval. Coming Soon!
  5. Orchestrator: Enable External Email Access. Coming Soon!

In this post, we will go through the Service Request itself.

The Service Request Template has 7 activities as shown in the image below.

 

The seven activities are,

  1. Runbook activity: Initiate External Email Access – Check and Update SR.

    This activity starts a Runbook that will perform checks and update the SR title, description, etc… – more details in the part 3.

  2. Manual Activity: External Email Access – Check and Update SR

    Orchestrator updates this activity once the Runbook called earlier finishes its work.

  3. Review Activity: ISC Approval for External Email Access

    A review activity with 1% approval threshold. It has all the reviewers from the committee plus Orchestrator’s action account with Must Vote checked for the last. This prevents SM from processing the activity as we handle it with Orchestrator. More about this in part 4.

  4. Review Activity: VP Approval

    Orchestrator adds the reviewer once it decides who the VP for requesting employee is. More about this in part 3.

  5. Review Activity: CEO Approval

    Orchestrator decides to skip or keep this activity depending on the committee decision in the third activity. More about this in part 4.

  6. Runbook activity: Initiate External Email Access – Enable

    This calls the Runbook that actually enables external access for the requester. More about this in part 5.

  7. Manual activity: External Email Access – Enable

    Orchestrator updates this activity once it finishes processing the Runbook from previous step.

The reason why I use a manual activity after each Runbook is that after calling the initiating Runbook SCSM considers the activity complete when actually orchestrator is still doing its magic. Therefore, the manual activity allows orchestrator to handle moving forward with request.

In the next parts, we will dig deeper into the Runbooks, which is where the real magic happens.

Cheers.

About the author

Walid AlMoselhy

Permanent link to this article: http://almoselhy.azurewebsites.net/2017/02/service-manager-complex-approvals-tutorial-part-2-service-manager-creating-the-service-request/

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