Service Automation (Orchestration) for Change Management and Task

Owned by Comala Publishing for Confluence Cloud
Dec 05, 2024


Background 

Change and Task Management systems are important to ensure efficient workflows within organizations.  

Service Automation (Orchestration) can be integrated to enhance these systems further. This initiative aims to streamline the process of creating and updating Change Requests (CRs) and Tasks by integrating them with Service Automation Workflows.  

Service Automation Workflows can be automatically triggered whenever a CR or Task is created or updated. The changes are implemented primarily in the Symphony (CTP) platform. 

Note

Service Automation already supports Incident Management (IM), Service Requests (SR) and Work Orders (WO) integration. 

This feature will be available as part of Service Automation v7SP5. 

Feature Overview 

The implementation involves several key updates to both the Change Management and Task modules: 

Change Management 
Orchestration Tab in Change Record Details page: 

  • A new Orchestration tab is added to the Change Record Details page. 
  • This tab will provide visibility into Service Automation Workflows and their execution statuses. 
     

Task Management 
Orchestration Tab in Task Details page: 

  • Similar to CRs, an Orchestration tab is added to the Task Details page. 
  • It displays the details of Service Automation Workflows associated with the task. 

Note

Orchestration tab will be visible if the Orchestration license and new framework is enabled.

Benefits 

  • Enhanced Automation: The integration supports real-time processing and automation of workflows, making operations more efficient. 
  • Improved Visibility: The new Orchestration tabs offer clear insights into automation workflows, allowing users to easily track the progress and status of workflow executions. 
  • Efficiency Gains: Streamlining the process of creating and updating Change Requests (CRs) and Tasks reduces the need for manual intervention, speeding up service delivery. 
  • Scalability: The system is designed to handle high volumes of tasks and requests efficiently, allowing it to grow and adapt to increased demand. 


View Orchestration Tab in Change Management 

To view the Orchestration Tab on Change Record Details page, perform the following steps: 

  1. Navigate to Change > User > Change Record List. 
    The Change Record List page is displayed. 

    Figure: Change Record List page

  2. Click the required CR No hyperlink.
    The Change Record Details page of the respective CR is displayed.

  3. In the CR Details tab section, click the right arrow “>” to view the Orchestration tab.
    The Orchestration Workflow details are displayed.  

    Figure: Change Record Details page 

  4. Click View hyperlink to view the Workflow details.

    Figure: View Workflow details page


View Orchestration Tab in Task Module 

To view the Orchestration Tab on Task Details page, perform the following steps: 

  1. Navigate to Change > User > Task List. 
    The Task List page is displayed. 

    Figure: Task List page

  2. Click the required Task ID hyperlink.
    The Task Details page of the respective Task is displayed.

  3. Click Orchestration to view the Orchestration tab.
    The Orchestration Workflow details are displayed.  

    Figure: Task Details page 

  4. Click View hyperlink to view the Workflow details.

    Figure: View Workflow details page