User scenario for onboarding a new employee

This topic describes the steps required to run the Onboard a new employee user scenario available out-of-the-box with the BMC Service Desk Automation run book. 

Overview

When a new employee joins an organization, you can submit a request in BMC Service Request Management to create a user account and a mailbox with a specified limit for the user. After a request for onboarding a new employee is submitted, a work order is created in BMC Service Request Management, which triggers a notification to BMC Atrium Orchestrator. BMC Atrium Orchestrator communicates with the fulfillment application, in this case, with Microsoft Exchange and creates a new user and a mail account for the new user. The post-fulfillment update process updates the work order. 

The following figure shows the service request for onboarding a new user as available in BMC Service Request Management:

Note

There can be several actions for onboarding a new user. For the out-of-the-box Onboard New Employee use case, only a user account, and a mailbox is created.  

Before you begin

Before you run the Onboard New Employee use case, ensure that:

  • An orchestration user account is created in BMC Remedy IT Service Management Suite.
  • A business service for Onboard New Employee is created in BMC Service Request Management.
  • A navigational category for Onboard New Employee is created in BMC Service Request Management to enable users to browse and search for the service offering. 
  • A service request definition for Onboard New Employee is created in BMC Service Request Management by using the generic work order templates available with the run book. 
  • BMC Atrium Orchestrator adapters and modules required for the run book are configured and enabled:

User scenario for onboarding a new employee

  1. From the BMC Service Request Management service catalog, a user submits a request for onboarding a new employee in the organization.
    The following details are provided as part of the request:
    • First Name
    • Last Name
    • Date of birth
    • Department
    • Manager
    • Start Date
      The following figure shows the new request.
       
  2. Based on the service request definition, a work order is created in BMC Service Request Management with all relevant details.
    The following figure shows the work order for the onboard new employee request. 
     
  3. After a work order is created, the notification filters installed with the run book generate an alert, which is received by the BMC Remedy AR System monitor adapter.
    The following figure shows the alert with all details about the request.

  4. When BMC Atrium Orchestrator monitor adapter receives an alert, a rule configured in BMC Atrium Orchestrator triggers the Process User Onboarding Event workflow. 

    Note

    To view the rules set for the out-of-the-box use cases supported by BMC Service Desk Automation run book, go to BMC Atrium Orchestrator Development Studio, click BMC-SA-SDA_Fulfillment_Cases module and double-click rules.

    The following figure shows the rule, which triggers the workflow.
     

     
  5. The Process User Onboarding Event workflow is triggered.
     

  6. The Process User Onboarding Event workflow internally calls the Do Onboarding workflow, which creates the following actions:

    1. Creates an employee mailbox

    2. Limits mailbox size

    3. Adds employee to a distribution group

      You can specify the mailbox limit and the distribution group while configuring the BMC SDA Fulfillment Cases module. For more information, see Configuring BMC SDA Fulfillment Cases module.

      The following figure shows the Do Onboarding workflow. 
       

  7. After the workflow is executed successfully, the Post Fulfillment Update process updates the work info field for the work order and the status is marked as Completed.
    The following figure shows the completed work order.
     

Where to go from here

To add new use cases that match your environment, see Adding a use case to BMC Service Desk Automation run book

Was this page helpful? Yes No Submitting... Thank you

Comments