User scenario for offboarding an employee

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

Overview

The Offboard Employee process disables a user's mailbox in Microsoft Exchange and disables the user account from Microsoft Active Directory. 

When an employee leaves an organization, either the Human Resources personnel or the manager submits a request in BMC MyIT to off-board the employee. A work order is created in BMC Remedy with SmartIT, which triggers a notification to TrueSight Orchestration. TrueSight Orchestration 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. 

Before you begin

Before you run the Offboard Employee use case, ensure that:

• An orchestration user account is created in BMC Remedy IT Service Management Suite.
• A business service for Offboard Employee is created in BMC Service Request Management.
• A navigational category for Offboard Employee is created in BMC Service Request Management to enable users to browse and search for the service offering. 
• A service request definition for Offboard Employee is created in BMC Service Request Management by using the generic work order templates available with the run book. 
• TrueSight Orchestration adapters and modules required for the run book are configured and enabled:
  • Microsoft Exchange actor adapter
  • Microsoft Active Directory actor adapter
  • BMC Remedy AR System actor and monitor adapter
  • BMC Service Desk Automation run book
  • BMC SDA Fulfillment Cases module
    For more information, see Configuring TrueSight Orchestration for the BMC Service Desk Automation run book. 

User scenario for offboarding an employee

1. From the BMC MyIT service catalog, the employee's manager or an HR personnel submits a request to offboard an employee who has left the organization. 
   The following details are provided as part of the request:
   • First Name
   • Last Name
   • User ID (Required)
   • Email ID
   • Manager's Email Address
     The following figure shows the Offboard Employee request in BMC MyIT console. 
     
2. Based on the service request definition, a work order is created in BMC Remedy with Smart IT (Smart IT) with all relevant details.
   The following figure shows the work order in Smart IT. 
    
3. After a work order is created and an alert is generated, which is received by the BMC Remedy AR System monitor adapter. The alert text contains the details of the service request.
   The following figure shows the alert generated by BMC Remedy ITSM.
    

4. When TrueSight Orchestration monitor adapter receives an alert, the Process Offboard employee rule in TrueSight Orchestration triggers the Process User Offboarding Event workflow.
   

   Note

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

   The following figure shows the rules in the BMC-SA-SDA_Fulfillment_Cases module.
    

5. The Process User Offboarding Event workflow internally calls the Do offboarding workflow, which disables the employee mailbox from Microsoft Exchange and disables the user account from Microsoft Active Directory. 
   The following figure shows the Process User Offboarding Event workflow in TrueSight Orchestration Development Studio. 
    
6. After the Process User Offboarding Event workflow is executed successfully, the work order info field is updated and the status is marked as Completed.  
   The following figure shows the updated status of the request in BMC Remedy Smart IT.
   
7. In BMC MyIT, the request is marked as complete and the user is offboarded.
    

Where to go from here