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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 reports.

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

      • Self Service > Request History

      • Delegation > Activities

      • Automation > Task history

  • Resolve Service Automation Incidents:

  • 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

For user management tasks and issues, see HelloID tenant and user administration.

1.

A user received a product but should not have it, or should no longer have it. Or, a user was denied a product but should get access to it.

Suggested action

On the Admin dashboard, go to

See

Override approval/denial of the request

Revoke access to the product

Self Service > Administration

Product administration

If the Governance module is available:

Recertify product requests

Recertification 

Recertification)

2.

A product request remains unanswered.

Suggested action

On the Admin dashboard, go to

See

Find and contact the approver

Self Service > Request history > Open details > Request timeline

View product request history

Review/edit the approval workflow

Self Service > Products > Edit product > Approval workflow

Self Service > Approval workflows

Approval workflows

Approve/deny the pending product request

Self Service > Administration

Product administration

3.

The Service desk is not visible to a user

Suggested action

On the Admin dashboard, go to

See

Give the user, or put the user in a group that has the right to view the service desk

Security > Roles

Roles

Helpdesk tasks/maintenance

For user management tasks and issues, see HelloID tenant 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.

Suggested action

On the Admin dashboard, go to

See

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

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

Self Service > Products > Edit product > Groups

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)

Suggested action

On the Admin dashboard, go to

See

Edit product settings

Self Service > Products > Edit product

Product settings reference 

3.

Add a new product for users to request.

Suggested action

On the Admin dashboard, go to

See

Add a product 

Manage access: Link a product to a group

Edit product settings

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 Service desk)

Suggested action

On the Admin dashboard, go to

See

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

Delegation > Edit form > Groups

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

Suggested action

On the Admin dashboard, go to

See

Edit the product action

Self Service > Products > Edit product > Action - new

Product actions

2.

Add or change a delegated form - i.e. 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

Suggested action

On the Admin dashboard, go to

See

Add or change delegated form

Delegation > Delegated forms > Edit form or Create delegated form

Delegated forms

3.

Change the data source, if the data supplied with a product request or delegated form is incorrect or incomplete.

Suggested action

On the Admin dashboard, go to

See

Review/edit the data source in the underlying form

  • 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: