This documentation supports the 19.02 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Configuring provider actions in Smart IT

Provider actions are configurable workflow actions based on AR System filter objects. The event is triggered in Smart IT and processing is done at the backend. Smart IT sends the events to AR System server to do the necessary processing in ITSM workflow. After configuration, the provider action appears in the More menu. To execute a provider action, users click the provider action from the More menu. For certain ticket types, you can also configure a provider action for a specific field. The provider action does not appear under the More menu if it is configured for a specific field. It appears under the More list if the provider action is removed from the specific field. You can also configure provider action by using logical expression. Refer to the following table for more information:

GoalInstructions

I want to configure provider action by using expression

I want to configure provider action for a specific field

Supported ticket types: Incident, Change Request, Work Order, and Task.

Configuring provider action by using logical expression
I want to configure provider action for problem investigation, and known error Configuring provider action for problem investigation, and known error


Example of provider action configuration

For an example of provider action configuration, see Example - Configuring provider actions to automate data entry for high priority tickets.



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