Difficulty: novice

How to navigate to the rollout

To start the solutionSolution-based Based rollout for Requests, we have to navigate to the starboardstartBoard. Then click: Solution-based Based rollout and select Standard Requests. After selecting Requests click Rollout selected solutions. This will provide you with a short explanation like the one below.

After this a new page will open:

Steps to follow

Step 1 Adding the service desk treatment groups

To add treatment groups, navigate to the include at the bottom of the page and click Add treatment group. Give this treatment group a name. Examples of Treatment groups could be: Facility Desk and IT.

The treatment groups are used to assign specific problemTypes, users are grouped within a treatment group and through their treatment group get Requests or Tasks assigned.

• What are treatment groups used for? For example, the problemType on broken coffee machines has the Facility Desk as treatment group. When a Request is submitted and the “broken coffee machine” problemType is select, all users within the Facility Desk will be able to handle/assign this Request.

Step 2 Settings to be determined

Step 3 Start rollout

USER PROFILES

• If the creation of User Profiles is set to yes: Profiles are automatically created. These Profiles include an end user profile, for users who create Requests and key user profiles (one profile per treatment group that was created in the previous steps). More in user profile can be found in /wiki/spaces/~62e256719974783acc356c63/pages/40075271.

• If this is the first Solution-Based Rollout (SBR) for this environment, then the settings' Generate key user profile' and ‘Generate end user profile’ are both set to ‘Yes’ by default. Don’t change this default setting, unless you want to create the profiles from scratch.

• If this is NOT the first SBR and therefore the environment already has existing end User Profiles the default value for “Generate end user profile” will be ‘no’ when starting the wizard. The default value for key user profiles will always be ‘Yes’.

  • When “Generate end user profile =no’, an additional field appears “Add end user groups to existing end user profile“. Please choose an existing end user profile here that should be updated with the access right and functionalities for this module.

  • “Generate key user profile =no’; no new key user profile will be created. In this case you are expected to modify an existing key user profile to be able to handle all key user tasks and responsibilities.

START

What happens when clicking the green Start button in this wizard step?

• You move on to the next page of the Wizard.

• Profiles are automatically created. After finishing all solution based rollouts; these profiles should be assigned to: 1) the end users, who make the requests, and 2) the key users per treatment group. More about profiles can be found in following article /wiki/spaces/~62e256719974783acc356c63/pages/40075271.

• Workflow emails are automatically created. Meaning that we create the workflow emails that are send out when submitting/cancelling/closing Requests.

• Relevant imports are created, in the next step we will go over these imports.

Step 4 Check data and close the rollout.

On the next page we can check all items that have been created. This also contains a checklist we can follow.

• Check if the correct user profiles have been generated. In this case we created two treatment groups: Facility Desk and IT which results in two user profiles, the end user has already been created in an earlier rollout so this did not result in a new profile but rather added the corresponding groups to the existing end user profile (more on user profile/groups in /wiki/spaces/~62e256719974783acc356c63/pages/40075271//wiki/spaces/~62e256719974783acc356c63/pages/41058309).

Expand
title Autorizations
In the solution-based rollout user groups are automatically added to the end user profiles that are created after completing the first steps. The following groups can be assigned to users: Group Reference Comment 1. Create requests GOB-G002 Group gives access to creating requests 4. Servicedesk employee GOB-G013 Group gives the basic access to handle requests 4. Treatmentgroups GOB-G033 Group is used as a parent group, for all treatment groups relevant to a request. The treatment groups that are created in the SBR will appear under this parent group. These groups can be created via (Admin >) Setup > Processes > ‘Requests and ITIL’ > Include 5. Admin problemtrees FMB-G057 Group gives access to creating and managing the problem types within a problem tree 7. Management dashboards requests FMB-G082 Group gives access to the menu option "Management dashboards" for the requests module, as well as access to the relevant objects to view this content of the dashboards. An example of the Facility Desk/IT user profile is shown below. User groups are always added to the user profiles to give access to functionalities. In addition, in de background Workplace assigns group to users in the context of objects. An easy example is the group Requestor. A user that creates a request, gets the group 'Requestor in the context of that specific request. This group can than be used to assign access right or send emails to. Below an overview of these contextual group within the request module. Group Reference Comment 6. requestor GOB-G006 Group is automatically assigned to a user who is the requestor of an object and is given the relevant workflow tasks and required rights to the object 6. Treatment group context object GOB-G031 Users automatically get this group in the context of an object when a group they are a member of is set as the (current) group responsible for the object (request, workorder, etc) 6. employee service desk GOB-G014 Group is automatically assigned within the context of a request to the user who is handling the request and gives the user the correct workflow tasks and authorizations 6. external performer GOB-G015 Group is automatically assigned to the contractor in the context of a request or work order and used to give the user the correct rights in the request or work order 6. Requestor keep me posted FMB-G047 If the requestor (in a request) indicated 'Keep me posted' (fmb-KeepMePosted) the fromContactId is added to this group (through scripting). All informative request emails go to this group

For importing data we take you through the basics steps on how to import SBR data. More details on imports can be found in this article Imports.

• Import files: The file that is created is for importing Problemtypes. To download the import template:

  • navigate to the “Relevant imports” include

  • Click Generate import template

  • Click the download icon next to the loop to download the template.

    • Tip: in the treatment Group column of the import file you can only use the treatment Groups that where defined in the first step of this wizard.

  • Send files to the client

• Import files receives and approved.

  • If relevant, check if objects are imported successfully.

    • View the created problemTypes via: navigationMenu ‘Requests' > menuoption ‘Problem type schemes’ > press the magifying glass in front of 'problemtree’

  • Click Upload import file and upload the import file obtained from the customer.

• To see what workflow emails have been created we navigate to the Generated workflow emails include. We can take a closer look at the individual emails by clicking on the hyperlinks but for more info on workflow emails check /wiki/spaces/KB/pages/25034763.

If everything is handled we can close the rollout by clicking the close button, Requests will now be shown as a NavigationMenu option.

Summary

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