Using the BMC Service Desk Automation run book

This section describes the out-of-the-box use cases in the BMC Service Desk Automation run book.

Unlock Account

The Unlock Account request unlocks user accounts automatically when a ticket is submitted in the BMC Service Request Management application.

When a user submits a request for unlocking a user's account, an incident is created in BMC Remedy ITSM, Incident Management application. The service offering for Unlock Account is made available in the Service Catalog by creating a service request definition in BMC Service Request Management. When the incident is in the Assigned state, the work log for the incident is updated with the details of the request. A notification is sent to BMC Atrium Orchestrator, which triggers the appropriate processes required to interact with Microsoft Active Directory to unlock the user account. The status of the incident is moved to In Progress. After the account is unlocked, a successful response is received by BMC Atrium Orchestrator, which marks the incident status as Complete. The request is marked as complete.

The following figure shows the service request for unlocking the user's account.

For more information about installing and configuring the Unlock Account use case, see User scenario for unlocking user accounts.

Extending Mailbox Size

The Extend Mailbox Size service offering extends the size of the user's mailbox as specified in the request submitted in the BMC Service Request Management application.

An end user submits a request in BMC Service Request Management for extending the user's Microsoft Outlook mailbox size to the desired size. While requesting an extension, the user specifies the mailbox size as per the user's requirement. After a request for extending mailbox size 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 extends the mailbox size as per the user's request. The post-fulfillment process updates the work order and the user is successfully notified. 

The following figure shows the service request for extending mailbox size for a user:

For more information, see User scenario for extending mailbox size.

Onboard a new employee

The Onboard New Employee use case creates an account, a mailbox, and adds the user to a distribution group on Microsoft Exchange Server.

When a new employee joins an organization, either the operator or a manager submits a request for onboarding a new employee. 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 mailbox for the new user and adds the user to a distribution group. A post fulfillment update process updates the work order and the request is complete.

The following figure shows the service request for onboarding a new employee in BMC Service Request Management.

For more information, see User scenario for onboarding a new employee.

Offboarding an employee

The Offboard employee use case disables a user's mailbox in Microsoft Exchange and deletes the user account from Microsoft Active Directory. 

When an employee leaves an organization, either the manager or an HR personnel submits a request in MyIT to offboard the employee. A work order is created in BMC Remedy with Smart IT, which triggers a notification to BMC Atrium Orchestrator. BMC Atrium Orchestrator communicates with the fulfillment application, in this case, with Microsoft Exchange and Microsoft Active Directory to disable a user's mailbox and then disable the user from Microsoft Active Directory. 

The following figure shows the service request for offboarding an employee in MyIT.

For more information, see User scenario for offboarding an employee.

Adding a new use case

This section describes the end-to-end process for automating a service request. Using the BMC Service Desk Automation module, you can automate the entire lifecycle of a change, incident, or a work order after the event reaches the module. 

For more information, see Adding a use case to BMC Service Desk Automation run book

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