User scenario for extending mailbox size

This topic describes the steps required to run the Extend Mailbox Size user scenario available out-of-the-box with the BMC Service Desk Automation run book. 

• • Overview
  • Before you begin
  • User scenario for extending mailbox size
  • Where to go from here

Overview

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 as available in BMC Service Request Management:

Before you begin

Before you run the Extend Mail Box Size use case, ensure that:

• An orchestration user account is created in BMC Remedy IT Service Management Suite.
• A business service for Extend Mail Box Size is created in BMC Service Request Management.
• A navigational category for Extend Mail Box Size is created in BMC Service Request Management to enable users to browse and search for the service offering. 
• A service request definition for Extend Mail Box Size 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:
  • Microsoft Exchange actor adapter
  • BMC Service Desk Automation run book
  • BMC Remedy actor and monitor adapter
  • BMC SDA Fulfillment Cases module
    For more information, see Configuring-BMC-Atrium-Orchestrator-for-the-BMC-Service-Desk-Automation-run-book. 

User scenario for extending mailbox size

1. From the BMC Service Request Management service catalog, an end user submits a request for extending mailbox size. 
   The following figure shows the request for Extend Mailbox Size. 
   

   Note

   The maximum mailbox extension size can be defined in BMC Atrium Orchestrator, which restricts users from requesting extensions beyond a limit. For more information about restricting quota, see Configuring-BMC-SDA-Fulfillment-Cases-module.

2. Based on the service request definition, a work order is created in BMC Service Request Management with all relevant details.
   
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.
   

1. When BMC Atrium Orchestrator monitor adapter receives an alert, a rule configured in BMC Atrium Orchestrator triggers the Process Extend Mailbox 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.

    

2. After the Process Extend Mailbox Event workflow is executed successfully, and the mailbox size is extended.
    
3. After the mailbox size is extended successfully, the work order info field is updated and the status is marked as Completed.  
   
   If the use case fails due to any reason, an appropriate message is conveyed to the user. For example, if the user has requested an extension beyond the maximum allowed limit, the use case execution fails and the user gets a Requested extension was beyond the maximum size allowed. Mailbox size extended to the maximum value message. 
4. The ticket is updated and the user is notified of the success.
    

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.