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HelloID

Service Automation administration

This topic outlines the tasks that are part of the role of an administrator responsible for the HelloID Service Automation module.

Monitoring

  • Monitor the Service Automation module using the built-in mechanisms:

    • Review notifications sent to the Service Automation service desk (e.g. when no designated responders are available for a request).

    • Review Service Automation Incidents. See Troubleshooting Service Automation for resolution steps.

    • Review Service Automation reports.

    • Review activities in the Service Automation module and their results via the Admin dashboard:

      • Self Service > Request History

      • Delegation > Activities

      • Automation > Task history

  • Monitor any connected systems (such as Exchange) that are used in tasks and delegated forms.

  • Monitor the organization for changes that may affect the configuration of HelloID Service Automation.

    The Quick Reference: Service Automation configuration helps you discover and regularly check the relevant details of your HelloID Service Automation configuration.

Troubleshooting

Troubleshoot Service Automation Incidents and issues. See Troubleshooting Service Automation for resolution steps and additional resources.

Frequently asked questions are answered in FAQ: Service Automation.

For user management issues, see HelloID portal and user administration.

Helpdesk tasks/maintenance

For user management tasks, see HelloID portal and user administration.

1.

A user or group of users should be able to request a product - or should no longer be able to request the product.

Ensure the product is visible to users and (optionally) to product owners and managers.

Admin dashboard > Self Service > Products > Edit product > Visibility

Product settings reference

Add the user to (or, depending on the situation, remove the user from) a group that has access to the product

Admin dashboard > Self Service > Products > Edit product > Groups

Admin dashboard > Directory > Users

Link a product to a group

2.

Make adjustments for a changed product or product policy.

Examples:

  • New product owner

  • Product will be assigned for 3 months instead of 1 year (changed time limit)

  • Product should be in a new or different category

  • The product owner and/or user's manager must be able to request the product for a user

  • If Governance is available: The product cannot be combined with some of the other products (product segregation)

Edit product settings

Admin dashboard > Self Service > Products > Edit product

Product settings reference 

3.

Add a new product for users to request.

Add a product 

Manage access: Link a product to a group

Edit product settings

Admin dashboard > Self Service > Products

Link a product to a group 

4.

Make it possible or impossible for a group of users to access a delegated form (tile on the Servicedesk page)

Add the user to (or, depending on the situation, remove them from) a group that has access to the delegated form

Admin dashboard > Delegation > Edit form > Groups

Admin dashboard > Directory > Users

Grant a group access to a form

Advanced configuration and scripting

The following tasks require a thorough understanding of HelloID and/or programming skills and will usually be handled by a HelloID expert with an Implementer certificate.

1.

Add or change the script that runs when the state of a product request changes.

Examples:

  • When a product is requested, a helpdesk ticket must be created instead of sending an email notification

  • Email notifications must be sent via Exchange online instead of Exchange on premise

Edit the product action

Admin dashboard > Self Service > Products > Edit product > Action - new

Product actions

2.

Add or change an action that can be performed via the user's Service desk page.

Examples:

  • Create a project folder

  • Download a report from HelloID that lists all self service product owners

  • Look up AD accounts that have not logged on for at least 90 days

Add or change delegated form

Admin dashboard > Delegation > Delegated forms > Edit form or Create delegated form

Delegated forms

3.

Change the data source if more or different data needs to be supplied with a product request or delegated form.

Review/edit the data source in the underlying form

On the Admin dashboard, go to:

  • Product: Self Service > Products > Edit product

  • Delegated form: Delegation > Delegated Forms > Edit form

Then go to: Form > Edit form element > Data source and Data source logging

Data sources

In this section: