When implementing service request, incident, problem or change management processes, you will probably come across situations where you want individuals to affect the progress of these processes through input that they provide by email.
Tivoli's process automation engine provides base capabilities to process transactions that come from e-mail messages. Many customers and solutions already have some level of implementation using the email listener function. Using the email listener, you can create or update tickets. More information about the email listener can be found at the System Administrator Guide, Chapter 6. These implementations usually require a reasonable level of customization, including Java coding.
In order to ease implementation of email updates, a new accelerator called Maximo for E-mail has been provided in the ISM Library. This accelerator uses the same base process automation engine capabilities, including email listener, escalations, workflows and communication template, but enhances it by enabling customers to implement solutions that update tickets, work orders, changes based on email input through configuration, thus avoiding the need for Java coding for the most common situations. You can read more about this in the Asset Management blog.
The Process Automation product wikis contain a document about installing and upgrading multi-product stacks. In particular, this document lists several installation and upgrade scenarios with different combinations of products and middleware. Each scenario lists the recommended installation order for a multi-product stack, and provides any workarounds needed to complete the installation. This document is meant to supplement the normal install documentation that is delivered with each product.
Review this document before you install or upgrade an environment that contains multiple process automation engine products. You will find this document in the Installing and Upgrading section of each product's wiki. For your convenience, here is a link to the document on the CCMDB wiki. Note that all of the Process Automation product wikis link to this same document.
Tivoli Service Request Manager version 7.2.1 introduced the concept of a Self Service Center. It is a single integrated, easier-to-use self service console that combines multiple self service functions into a single application. It is targeted to end users who want to have a more "web-like" UI experience and who just want to perform basic tasks like submitting service requests, viewing solutions, ordering offerings, viewing news and accessing their recent service requests.
The Self Service Center is available only if Service Desk, Service Catalog, and Self Service Center are installed.
To allow users to access the Self Service Center, you need to add one of the following groups to their access control:
To see the Self Service Center, select Go To > Self Service > Self Service Center
The picture below shows the main components of the Self Service Center:
The Navigator Area is the key element of this application. It is used to interact with the system and the catalog content. The Navigator content is fully searchable using the Search field.
The pods on the right side provide status information. The My Requests pod lists recent requests for this user. The My News pod contains a list of bulletins.
Across the top of the Navigator are the Search field and toolbar icons. These icons provide one-click access to the Shopping Cart. They also support opening a Service Request and returning to the home page.
For more information see the Service Request Manager version 7.2.1 information center
Also, if you are trying to log in directly into the Self Service Center, you can use the following URL:
The Self Service Center uses new technologies like Dojo widgets and REST APIs. If you encounter problems like the My Requests pod not being visible or the timer icon continuing to run, this may be caused by improper configuration of web security tools or of the application server security. To solve this problem make sure:
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A description of the The IBM Service Delivery and Process Automation (SPA) Reference Architecture has been posted.
A Reference Architecture (RA) provides a blueprint of a to-be-model with a well-defined scope, requirements it satisfies, and architectural decisions it realizes. By delivering best practices in a standardized, methodical way, an RA ensures consistency and quality across development and delivery projects. It consists of a set of work products, defining requirements, functional and operational aspects. The IBM Service Delivery and Process Automation (SPA) Reference Architecture is a blueprint to guide IBM development teams and field practitioners in the design of a service process automation solution. It was created using the collective experiences from many engagements and the implementation within IBM and its customers.
Consider engaging services to help evaluate current or future deployments of products that help automate process deployment. The current reference architecture contains Tivoli Application Dependency Discovery Manager, Tivoli Provisioning Manager, Tivoli Provisioning Manager for OS Deployment, Tivoli Change and Configuration Management Database, and Tivoli Service Request Manager. This reference deployment architecture will continue to evolve and add products in the space over time.
The document can be found in the files section.