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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.

Suggested action

On the Admin dashboard, go to

See

Ensure the product is visible to users and (optionally) to product owners and managers. The visibility of a product is one of the product settings.

Self Service > Products > Edit product > Visibility

Product settings reference

Manage the groups that have access to the product

Self Service > Products > Edit product > Groups

Link a product to a group

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

Directory > Users

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

Segregate products

Self Service > Products > Edit product > Segregation

Segregate a product

3.

Add a new product for users to request.

Follow the instructions to Add a product.

4.

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

Suggested action

On the Admin dashboard, go to

See

Manage the groups that have access to the delegated form

Delegation > Edit form > Groups

Grant a group access to a form

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

Directory > Users

Users

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 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

Delegated forms let you delegate traditional helpdesk tasks to users within your organization while hiding complexity and minimizing unnecessary permissions.

Suggested action

On the Admin dashboard, go to

See

Change an existing delegated form

Delegation > Delegated forms > Edit form > Task tab

Delegated form tasks

Import a pre-defined delegated form

Delegation > Delegated forms > Import External Template

Automatically import a pre-defined delegated form

Add a custom delegated form if no suitable pre-defined form exists

Delegation > Delegated forms > Create delegated form

Add a custom delegated form

Manage access to a delegated form

Delegation > Edit form > Groups

Grant a group access to a form

3.

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

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: