Administration Guide

Service Actions

Service Actions are non-interactive workflow steps initiated by Alloy Navigator services. Service Actions can apply Templates, perform Functions, and send E-mail Notifications. There are two types of Service Actions:

  • Create Actions— These Actions define how the service creates new objects.
  • Update Actions— These Actions define how the service modifies already created objects.

The following services use Service Actions for creating and modifying Alloy Navigator objects:

  • Active Directory Import Tool— This service synchronizes organization data in Alloy Navigator with the Active Directory. For details, see Configuring User Synchronization.
  • Mail Connector— This service processes incoming e-mail messages to create or update service Tickets and other Alloy Navigator objects. For details, see Processing Incoming E-mail.
  • Alloy Discovery Connector— This service synchronizes configuration data in Alloy Navigator with audit data in Alloy Discovery. For details, see Configuring Alloy Discovery Synchronization.
  • Self Service Portal— This is the web interface for your customers to a limited functionality of Alloy Navigator. Unlike Service Actions for other services, Service Actions for SSP are actually initiated by customers and require user input. For details, see Customizing the Self Service Portal.
The Aspects of Service Actions

Service Actions are non-interactive workflow items. The following aspects control the effect of a Service Action on the object and possibly on other objects in the system:

ClosedWhich service can perform the step

Each Service Action is designed for a specific Alloy Navigator service.

ClosedWhat initial values are assigned to created objects

Object Templates are used to initialize object fields in Create Service Actions. For example, if you have a dedicated e-mail account for reporting network issues, the Mail Connector may use a Create Service Action with a Template that populates the Tickets’ Assignee Group as “Network Team” and the Category as “Network.”

ClosedHow the source data is mapped to Alloy Navigator objects

Every Service Action defines how attributes from the source data correspond to object fields. For example, the sender of an incoming e-mail message may be mapped to the Requester field while the subject may be mapped to the Summary field.

ClosedHow the Service Action affects the object itself, related objects, and participants of the business process

Similar to interactive Create and Step Actions, Service Actions can modify object fields, invoke workflow steps on related objects, run external commands, and send out E-mail Notifications.