Apply Actions to Activities

You can apply actions to one or more activities associated with a ticket record.

About this task

Note: Activities can be associated with incident or problem records only. Service request records do not include activities.

You can apply any of the following actions to the activities listed on the Activities tab of a record. An action can be applied to multiple activities at the same time.

Select Owner
Use the Select Owner action to select or change an owner or owner group for an activity. The owner of an activity is responsible for managing the work associated with that activity.
Change Status
Use the Change Status action to manually change the status of an activity, for example, from NEW to INPRG (in progress). When the ticket reaches a status of RESOLVED or CLOSED, the associated activities are automatically updated to COMPLETED or CLOSED.
Apply SLA
Use the Apply SLA action to apply a service level agreement (SLA) to an activity. When you use the Apply SLA action, the system chooses and applies one or more SLAs to the activity record. The applied SLAs are not displayed to the user. If you want to view and select SLAs to apply to an activity, use the Activities and Tasks application.
Route WF
Use the Route WF action to route an activity record into a Workflow process.

To apply actions to activities:

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About this task

Note: If you are creating a new ticket record, save the record before you apply actions to activities on the record.

Procedure

On the Activities tab, select the activities to which you want to apply an action. To select an activity, select the Select Record check box (not labeled). This check box is located next to the Sequence field on the activity record.
Click Activity Processing to display a list of actions.
Select the action that you want to apply to the selected activities.
The application responds according to the action you selected:
- Select Owner
  The Select Owner dialog box is displayed. Click the Person or Person Groups tab. Select an owner or owner group and click OK.
  1. Click the Person tab to select an individual owner, or click the Person Groups tab to select an owner group.
  2. Select the owner or owner group.
  3. Click Close on the confirmation message window.
    The system enters the value you selected in the Owner or Owner Group field on the selected activity records.
- Change Status
  The Change Activity Status dialog box is displayed. Select a status from the New Status dropdown menu. You can enter a memo or descriptive text in the Memo field. Click OK to change the status.
  1. Select a status from the New Status dropdown menu.
  2. Optionally enter a memo or descriptive text in the Memo field.
  3. Click OK.
  4. Click Close on the confirmation message window.
    The system enters the status code in the Status field on the selected activity records.
- Apply SLA
  No dialog box is displayed. The system finds and applies the appropriate SLAs, if any, that match the selected activity records. The SLA Applied? check box is selected on activity records to which SLAs have been applied. The system might also enter values in one or more date fields based on commitments defined in the SLA.
- Route WF
  The Start Workflow dialog box is displayed.
  1. In the Process field, enter a process or select one from the dropdown list.
  2. Optionally enter a message in the Description field.
  3. Click OK.
Repeat the preceding steps as needed to apply additional actions to one or more activities. Clear the check boxes for activities that you want to exclude.
Click the Save icon.