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Administrator Guide

Vision Helpdesk ITIL Automation Settings

Renu Sharma Apr-6th, 2019 19:30 0 0

ITIL automation :

You can automate the ITIL process where you can create various rules based on event, criteria, and action.

Steps to add ITIL workflow -

A workflow works in three parts event, criteria, and action.

Events – Workflows are triggered based on events. Below are various events for ITIL module :

Events related Problem module -

  • New problem

When mew problem is created.

  • Update problem status

When there is update in problem status

  • Update problem priority

When there is update in problem priority

  • Update problem impact

When there is update in problem impact

  • Problem assign

When problem is assigned to staff

  • Add root cause

When a root cause is added for problem

  • Add problem impact

When a impact of problem is added

  • Add problem symptoms

When a symptoms of a problem get added

  • Link permanent solution

When permanent solution is added

  • Link workaround solution

When workaround is added

  • Problem stage completion

When stage of problem is completed

  • Problem role assignment

When role is assigned to problem

  • Update problem known error

When known error field is updated

  • Problem overdue

When problem gets overdue



Events related Change module -

  • New change

When new change is created

  • Update change status

When status of change gets updated

  • Update change priority

When priority of change gets updated

  • Update change impact

When Impact of change gets updated

  • Update change risk

When risk of change gets updated

  • Change assign

When change is assigned to staff

  • Update change type

When change type is updated.

  • Reason for change

When reason for change is added

  • Add change impact

When impact of change is added

  • Add rollout plan

When rollout plan is added

  • Add backout plan

When backout plan is added

  • Change Stage completion

When stage of change is completed

  • Change role assignment

When role is assigned for change

  • Change overdue

When change get overdue



Events related Release module -

 
  • New release created

When new release is created

  • Update release status

When status of release is updated

  • Update release priority

When priority of release is updated

  • Update release type

When type of release is updated

  • Release assign

When release is assigned to staff

  • Add build plan

When build plan for released is added

  • Add test plan

When test plan for release is added.

  • Release Overdue

When release gets overdue

  • Update Release impact

When impact of release gets updated

  • Update release Risk

When risk involved in release is updated

  • Update release Urgency

When urgency of release is updated

  • Release Stage Completion

When release stage gets completed

  • Release Role Assignment.

When role is assigned for release

Criteria : You can add multiple conditions under criteria like impact, urgency etc

Action : You can define the action you want to take when criteria are satisfied.

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