Phased rollout This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

Setting up automated work order tracking

Organizations have many service management related automation initiatives that need to be analyzed and tracked for continuous progress. For analyzing and tracking the opportunities and improvements for these automation initiatives over time, process owners or service request managers can use the Service Automation Dashboard in Smart Reporting. For example, a work order template is automated for running a script and a work order is created by using this template. When the work order is executed, an interruption occurred, which stopped the automation job. In this case, by using the automation logic, the value of Automation Status can be set to Failed. The process owner can analyse such failed automation jobs by tracking the reports that are available on the Smart Reporting dashboard.

For more information about the Smart Reporting dashboard, see Out-of-the-box Service Automation Dashboard and reports for automated work orders in the Smart Reporting online documentation.

Related topics

Setting-up-Work-Order-Management

Process for setting up automated work order tracking

Step

Action

Description

Reference

1

Setting the automation status in a work order template

For populating reports on the Smart Reporting dashboard, you can fill the Automation Status field on the work order template form while creating or managing the work order templates. You can use this field to mark work order templates for which the process is automated. For each work order that is created by using a template, the value of the Automation Status field is copied over to the work order record.

2

Developing the automation logic and error detection process

As a part of developing the automation logic and error detection process for failed automation, you must develop a rule to set the Automation Status field value to Failed in the work orders.

3

Using the Service Automation Dashboard

Process owners or service request managers can use the Service Automation Dashboard in Smart Reporting for analyzing the progress of automation initiatives.

Important

For work order templates that are created inversions earlier than BMC Service Request Management 20.02, the value of the Automation Status field is set to Manual by default.