Archibus SaaS / Maintenance / Workflow
Maintenance / Corrective Maintenance / System Integrator
Workplace Services / Service Desk / System Integrator
Understanding Service Desk Roles
An SLA's optional workflow steps can be set to go to specific employees, vendors, or craftspersons; or, they can be set to go to a service desk role.
Service desk roleshave two purposes:
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Often the identity of the Business Manager (Approver) or Service Provider is not defined at the time the SLA rules are created. For instance, suppose you want a service request to be handled by the Building Manager. However, you do not know the building until the actual request is made. Once the request is made and the building is specified, the system can look up the building manager for this building.
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Sometimes more than one person is attached to a role; there can be several building managers for the same building. They all get an invitation and one (or sometimes all of them, such as for an approval) can accept.
Service desk roles can return a single employee or a list of employees. The employee(s) returned by the role are determined at the point when the step is run, so they can dynamically refer to values in a particular request. For instance, a service desk role may be defined to return all building managers who exist in the same building in which a request was made. By using a service desk role, you do not need to hard-code a specific manager into the SLA; this allows you to define far fewer SLAs while the system still returns the correct employees to handle each step of the request.
The lookup of a role cannot be expressed by a simple query. The lookup is defined by using either:
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a java method, which returns a list of employee codes. The lookup is implemented by the
getList()method of Java class,com.archibus.eventhandler.steps.roles.<HelpdeskRoleExamples> - the Service Desk Role Helper, which does not require you to directly work with Java
Note: If you are using the SLA Console to define service level agreements, you can alternately assign an AFM role to an optional step. See Using AFM or Service Desk Roles to Perform Optional Steps for SLAs.
Defining Service Desk Roles
There are two methods for defining service desk roles:
- Directly enter Java. See Manage Service Desk Roles task.
- Use the Service Desk Role Helper (available from the Manage Service Desk Roles task) to create the service desk role using forms. No Java coding is required.