Executing instructions in Workspaces

The Service Operations Workspace is a configurable workspace that provides a unified experience. It can predict, prevent and resolve incidents proactively from a single workspace.

An TeamViewer DEX ITSM Connect user with the role x_1e_connect.Tachyon_User can also investigate an incident and run instructions using Service Operations Workspace, as shown in the steps below.

1. Navigate to Workspace Experience > Service Operations Workspace in the application navigator. This opens up the Service Operations Workspace in a new window, and the Home opens on the right. The Home displays a dashboard summarizing the incidents and your work.

2. Click the hamburger icon on the left to open Lists. A menu of items is displayed on the left hand panel under Lists. Go to Incidents > All. This displays a list of all the incidents and their details, as shown in the picture below.

   

3. Click the incident from the list which you want to work. The overview of the selected incident is now displayed in a new tab, as shown in the picture below. Along with the incident Overview tab, it also displays other tabs including Details, Related records, TV Troubleshooting, TV Device info and TV Quick Fixes. Notice that this incident has impacted 1 item as shown under Affected CIs.

   

4. Click the TV Troubleshooting tab to execute the instruction. The screen displays the following information:

   1. A drop-down list of all the impacted devices as shown in the picture below. By default, all the devices are selected. Select the device on which you want to run the instruction. You can either select or deselect a device by clicking the device name in the given drop-down list.

   2. A Refresh button is also given on the TV Troubleshooting page.

   3. A list of Recommended Actions.

   4. Instruction set names, a test box and a RUN button is displayed. When you start to type in the text box, it shows you all possible suggestions.

      You can select instruction(s) from either of these suggestions, the Recommended Actions list, or the instruction set pop-up window.

      When you click the instruction set name, it opens up a pop-up window with the list of instructions.

   5. There are two links given under the Related links:

      1. TV Troubleshooting: It opens the TV Troubleshooting in a separate window. It will show an alert message about the missing information, if the Endpoint Troubleshooting URL property is not configured in TeamViewer DEX Core > App Configuration properly.

      2. Instruction History: It opens the Instruction History page that includes the triggered instruction(s) details related to the current incident.

   6. A message View instructions that are still in progress, will appear. This message is displayed when there is already an instruction running or in progress for the current incident.

5. When you select the instruction you want to run, it shows the below message stating the Instruction Description and Average execution time.

   

6. Select an instruction and fill the required parameters if there are any. Click RUN to execute the instruction on Platform.

   A retry message is displayed when the response takes longer than expected as shown below. Here is an example to show how the retry message will look like. Refer to Managing instruction retry message.

   

7. The responses received from Platform are displayed in a table as shown below.

   

   You can also click Click here as shown below to see the responses, if the instruction has taken a little longer to execute. This link redirects you to the instruction history record instead of the list view like above.

   

8. You can attach these responses using the Attach Response tab given at the bottom, to the selected incident, i.e. from where the instruction has been triggered. The attachment includes the executed instruction name or a readable payload.

   Attachments can be automatically downloaded to Notes. To enable the auto attachment feature, set the value of system property x_1e_connect.enable_auto_attachment to true.

   The Load More tab helps you to load more responses for the selected device. You can also do a search in the search box available.

   

9. If there is an approval required to execute the triggered instruction, then it will follow the approval workflow. The instruction is submitted for review and upon receiving an approval, only the instruction will be executed on Platform. Users will be able to see the responses of this instruction on Instruction History page.

The interactions in Service Operations Workspace is a centralized location for all communication channels. You can respond to an incoming chat, phone call, walk-up or other messaging interactions using Service Operations Workspace. You can work on any interaction by following the steps below: 

1. You can find the list of interactions and their details available on the Lists page as shown below.

   

2. Click an interaction from the list which you want to work. The details of the selected interaction are displayed in a new tab. Along with the Details, it also displays other tabs including Related records, TV Troubleshooting, and TV Device Info. The Details tab gives you the detailed information of the interaction. It allows you to Compose work notes and view records related to the interaction.

3. Click the TV Troubleshooting tab to execute the instruction. The screen displays the impacted devices and allows you to run the instructions on the selected device(s) as shown below.

   Note that this tab is visible only when there is at least one device assigned to Opened for or Configuration item field is populated.

4. Select an instruction and fill the required parameters if there are any, and click RUN to execute the instruction. The responses are received instantaneously and are displayed.

5. You can attach these responses using the Attach Response tab at the bottom. The Load More tab helps you to load more responses for the selected device.

6. If there is an approval required to execute the triggered instruction, then it will follow the approval workflow. The instruction is submitted for review and upon receiving an approval only the instruction will be executed on Platform. Users will be able to see the responses of this instruction on Instruction History page.

The TV Troubleshooting tab available under Incidents in Agent Workspace and Service Operations Workspace allows you to run instructions. With the help of Recommended Actions, you can also suggest instructions based on the short description provided for the incident.

An admin user can control the number of Recommended Actions displayed to the user. This value is defined under property name x_1e_connect.suggestions_count. By default, this value is 5 and if this value is zero, then Recommended Actions will not be shown to the user.

The Recommended Actions tab is displayed only when the short description of the incident matches the intent, which is further mapped to the instruction(s) in the Instruction Definition table, as shown in the picture below.

The Recommended Action Order specifies the order of the instruction suggested to the user, which means the higher value is displayed at the top of the list, when the action is displayed. By default, this value is set to 1.

TV Quick Fixes allows you to run instructions instantly on the selected device(s).

You need to first create quick fix categories manually from the Quick Fix Categories module and map them to the instructions from Instruction Definitions page. Refer Quick Fix Categories.

To see the TV Quick Fixes in Agent Workspace and Service Operations Workspace, follow the steps below:

1. In your workspace, click any incident from the list which you want to work on. The details of the selected incidents are now displayed in a new tab.

2. Click the TV Quick Fixes tab. This will display the list of instructions that can be run, as shown in the picture below. Select the device(s) from the drop-down list from which you want to run the instruction and click Fix to run the instruction. Note that it also supports the parametrized instructions.

3. Select the device(s) from the drop-down list on which you want to run the instruction and click Fix to run the instruction.

   

   You can check the status of the quick fix executed by clicking the Check Status link that pops-up after 5 seconds of the instruction execution. It will take you to the Instruction History, table as shown below.

   

   Verify the status of the latest triggered instruction by opening the respective record. Click View Responses to see the responses received. You can also attach the responses to the selected incident by clicking Attach Response.