Managing Inbound and Outbound Actions
The Integration Platform enables you to perform actions, such as exchanging information, between your ASM Systems.
The Integration Platform enables you to perform actions, such as exchanging information, between your ASM Systems and:
Non Service Desk systems, such as procurement, asset management, software license management and infrastructure management systems. This communication with non Service Desk systems enables ASM to perform an orchestration function, where requests for task fulfillment are passed on to the appropriate system(s) to complete.
Other ASM Systems. This means that several ASM Systems can be installed and data passed from one another only when required.
The integration of inbound and outbound actions is similar to Event Management but is not limited to the handling of event alerts. Furthermore, actions can be initiated both by ASM and the external application.
The Lifecycle of an Action
When ASM and an external system communicate using Inbound or Outbound Actions, they exchange messages to keep each other updated throughout the lifecycle of the Action. These messages can be of the following types:
NOT COMPLETE messages
Using Outbound Actions
Once configured in the Integration Platform, Outbound Actions can be triggered in the following ways:
when an Outbound Action Task is activated in a workflow
when an External Supplier Task is activated or forwarded externally in a workflow to a supplier and/or contract matching a defined Outbound Action
when a call is forwarded externally to a supplier and/or contract matching a defined Outbound Action
Triggers for Outbound Actions
The following diagram illustrates the triggers and actions within ASM for Outbound actions.
Outbound Actions and Tasks
When the External Supplier Task or Outbound Action Task is activated in the workflow and meets the conditions of an Outbound Action (that is, the external supplier and/or contract defined in the Outbound Action), ASM Core sends a CREATE message to the external system.
When an analyst:
takes action on the task in ASM Core, this sends an UPDATE message.
takes back the task, this sends a CANCEL message.
completes the task, it sends a COMPLETE message.
does not complete the task (click Not Complete), this sends a NOT COMPLETE message.
For an External Supplier task viewed on the Self Service Portal, when the supplier or external contact:
defers the task, this sends a NOTIFY message
completes the task, this sends a COMPLETE message
does not complete the task (clicks Not Complete), this sends a NOT COMPLETE message (which will be acknowledged by ASM Core).
What ASM Core does to these incoming messages received is configured on the Outbound Action.
Outbound Actions and Calls
If an Outbound Action is triggered by forwarding a call to an external supplier, and/or contract, defined in an Outbound Action, a CREATE message is sent to the external system. The action taken by the external system (for example, another Help Desk environment) is configured in that system. The call also appears on the Self Service Portal for the external supplier to action.
The external source can send UPDATE, NOTIFY, COMPLETE, or NOT COMPLETE messages to ASM Core relating to the Outbound Action.
If an analyst closes or takes back the call in ASM Core, this sends a CANCEL message to the external system and removes the call from the portal. Taking back the call enables the analyst to forward it to take action on the call as needed.
For a call viewed on the portal, if the external contact defers the call, this sends a NOTIFY message, if they complete the call, this sends a COMPLETE message, if they do not complete the call (click Not Complete) this sends a NOT COMPLETE message. What ASM Core does to these incoming messages received is configured on the Outbound Action.
Viewing Outbound Action messages from a Call or Task
When an Outbound Action is triggered by forwarding a call or external supplier task externally, or by an outbound action task, all messages exchanged between ASM Core and the external system relating to the Outbound Action can be viewed by selecting the Outbound Actions explorer option on the Call Details or Task Details window for the relevant call or task.
Triggers and Actions for Inbound Actions
The following diagram illustrates the triggers and actions within ASM for Inbound actions.
Viewing Inbound Action messages from a Call, Request or Task
When an Inbound Action triggers a call or request, all messages exchanged between ASM Core and the external system relating to the Inbound Action can be viewed by selecting the Inbound Actionsexplorer option on the Call Details or Request Details window. This option also appears on the explorer pane of the Task Details window, allowing analysts to view inbound actions at the level of the task.
