With activities, you can define the process steps that are needed to fulfill the Service Request. This recipe shows how to work with different activities such as Approval Activity and Manual Activity.
To create Service Request activities, open the SCSM 2016 console and navigate to Library | Templates. Open the Service Request template we created in the previous recipe.
The following are steps required to create Service Request activities:
- In the opened Service Request Template, click on the Activities tab. Click on the + Activities icon and choose Default Review Activity from the list. Click on OK:
- In the Review Activity form, fill in the necessary fields. We will provide a Title and Description. If approval is required from the manager of the requesting user, check the Line Manager Should Review checkbox. The Line Manager is the synced Manager attribute from the users' properties in the users Active Directory domain. In the Approval Condition: drop-down box, you can choose between Automatic (the approval will be done automatically), Percentage Approval Threshold (%): (a calculation is performed using the number of reviewers selected and the percentage, for example, in the instance where we have three reviewers with a 50% threshold, two reviewers must approve), or Unanimous (all reviewers need to approve). You can add reviewers manually by clicking on Add and choosing the reviewer by name from the list. Click on OK to close the form:
- Click on the + Activities icon again. Choose Default Manual Activity from the list. Click on OK to close the window:
- Fill in the necessary fields in the form. We will fill the Title, Description, Area, and Priority for this example. Click on OK to close the form:
- Add more activities related to your process requirements. Once complete, click on OK in the Service Request Template form:
When the Service Request template is applied to a Service Request, all pre-filled fields and all activities are inserted into the newly created Service Request.
A SCSM 2016 workflow will set the first activity to the status In Progress; all other activities will be set to a status of Pending. The Service Request will get the status In Progress.
You can add different types of activities in a Service Request template.
For more information on other types of activities, please take a look at these Change and Release Management recipes in Chapter 8, Designing and Configuring Change Management and Release Management:
- Creating and managing Change Management Review Activities
- Creating Manual Activities for Change Management
- Creating and managing Dependent Activities in Change Management
- Creating and personalizing of Change Management Parallel Activities
- Creating and personalizing Change Management Sequential Activities
You can add additional activities to Service Requests that are based on a template during the process of working with the request. Importantly, you can add more activities as long as the last activity in the Service Requested isn't completed.
The Microsoft TechNet Library: Using the Service Catalog in System Center 2016 - Service Manager, at https://technet.microsoft.com/en-us/system-center-docs/sm/manage/admin-using-the-service-catalog-in-system-center-2016-service-manager