Managing Inbound and Outbound Actions
The Integration Platform enables you to perform actions, such as exchanging information, between your vFire systems and:
- Non Service Desk systems, such as procurement, asset management, software license management and infrastructure management systems. This communication with non Service Desk systems enables vFire to perform an orchestration function, where requests for task fulfillment are passed on to the appropriate system(s) to complete.
- Other vFire systems. This means that several vFire systems can be installed and data passed from one another only when required.
The integration of inbound and outbound actions is similar to Event Management but is not limited to the handling of event alerts. Furthermore, actions can be initiated both by vFire and the external application.
The Lifecycle of an Action
When vFire and an external system communicate using Inbound or Outbound Actions, they exchange messages to keep each other updated throughout the lifecycle of the Action. These messages can be of the following types:
A CREATE message is sent by the creator to initiate an Action for the receiver to perform.
When vFire is the creator of an Action (case of an Outbound Action), it sends this message when
- a call is forwarded to an external supplier linked to the Outbound Action
- an External Supplier Task is forwarded as part of a workflow to an external supplier linked to the Outbound Action, or
- an Outbound Action Task is activated as part of a workflow.
Actions in the external system as a result of this message are configured at the level of that system.
When vFire is the receiver of an Action (case of an Inbound Action), it logs a call or a request. The trigger for the CREATE message in the external system is configured at the level of that system.
Both the creator and receiver can send UPDATE messages.
When vFire is the creator of the Action (in the case of an Outbound Action), this message is triggered when field values on the call, task or request that initiated the Outbound Action are updated.
Actions in the external system as a result of this message are configured at the level of that system.
When vFire is the receiver (in the case of an Inbound Action), vFire can be configured to update the call or request with data from the message, add a note to the call or request, or do nothing.
The trigger for the UPDATE message in the external system is configured at the level of that system.
Both the creator and receiver can send NOTIFY message to each other.
When vFire is the creator of the Action (in the case of an Outbound Action), this message is triggered when a note is added to the call, task or request that initiated the Outbound Action.
Actions in the external system as a result of this message are configured at the level of that system.
When vFire is the receiver (in the case of an Inbound Action), vFire can be configured to add a note to the call or request or do nothing.
The trigger for the NOTIFY message in the external system is configured at the level of that system.
The creator sends a CANCEL message to stop any further processing of the action by the receiver.
When vFire is the creator of the Action (in the case of an Outbound Action), this message is triggered when the call or the task that initiated the Outbound Action is closed (or completed) or taken back. Actions in the external system as a result of this message is configured at the level of that system.
When vFire is the receiver (in the case of an Inbound Action), vFire can be configured to close the call or request, update it with data from the message, add a note to it, or do nothing. The trigger for the CANCEL message in the external system is configured at the level of that system.
A COMPLETE message is sent by the receiver when the Action was successfully performed.
When vFire is the creator of the Action (in the case of an Outbound Action), and it receives a COMPLETE message from the external system, it can be configured to close the call or complete the task that initiated the Outbound Action, update it, add a note to it, or do nothing. The trigger for the COMPLETE message in the external system is configured at the level of that system.
When vFire is the receiver (in the case of an Inbound Action), vFire sends this message when:
- the call it logged as a result of the Inbound Action has been closed with a Resolve status, or
- when the request it logged as a result of the Inbound Action has been completed with an implementation state flagged as an Implemented state.
Actions in the external system as a result of this message are configured at the level of that system.
A NOT COMPLETE message is sent by the receiver when the Action failed.
This does not apply to failures to establish communication connection with the receiver.
When vFire is the creator of the Action (in the case of an Outbound Action), and it receives a NOT COMPLETE message from the external system, it can be configured to close the call or complete the task that initiated the Outbound Action, update it, add a note to it, or do nothing.
The trigger for the NOT COMPLETE message in the external system is configured at the level of that system.
When vFire is the receiver (in the case of an Inbound Action), vFire sends this message when the call it logged as a result of the Inbound Action has been closed with a status not flagged as a Resolve status or when the request it logged as a result of the Inbound Action has been completed with an implementation state not flagged as an Implemented state.
Actions in the external system as a result of this message are configured at the level of that system.
Using Outbound Actions
You can find out more about using outbound actions here.
Once configured in the Integration Platform, Outbound Actions can be triggered in the following ways:
- when an Outbound Action Task is activated in a workflow
- when an External Supplier Task is activated or forwarded externally in a workflow to a supplier and/or contract matching a defined Outbound Action
- when a call is forwarded externally to a supplier and/or contract matching a defined Outbound Action
Triggers for Outbound Actions
The following diagram illustrates the triggers and actions within vFire for Outbound actions.
Outbound Actions and Tasks
When the External Supplier Task or Outbound Action Task is activated in the workflow and meets the conditions of an Outbound Action (that is, the external supplier and/or contract defined in the Outbound Action), vFire Core sends a CREATE message to the external system.
When an analyst:
- takes action on the task in vFire Core, this sends an UPDATE message.
- takes back the task, this sends a CANCEL message.
- completes the task, it sends a COMPLETE message.
- does not complete the task (click Not Complete), this sends a NOT COMPLETE message.
For an External Supplier task viewed on the Self Service Portal, when the supplier or external contact:
- defers the task, this sends a NOTIFY message
- completes the task, this sends a COMPLETE message
- does not complete the task (clicks Not Complete), this sends a NOT COMPLETE message (which will be acknowledged by vFire Core).
What vFire Core does to these incoming messages received is configured on the Outbound Action.
Outbound Actions and Calls
If an Outbound Action is triggered by forwarding a call to an external supplier, and/or contract, defined in an Outbound Action, a CREATE message is sent to the external system. The action taken by the external system (for example, another Help Desk environment) is configured in that system. The call also appears on the Self Service Portal for the external supplier to action.
The external source can send UPDATE, NOTIFY, COMPLETE, or NOT COMPLETE messages to vFire Core relating to the Outbound Action.
If an analyst closes or takes back the call in vFire Core, this sends a CANCEL message to the external system and removes the call from the portal. Taking back the call enables the analyst to forward it to take action on the call as needed.
For a call viewed on the portal, if the external contact defers the call, this sends a NOTIFY message, if they complete the call, this sends a COMPLETE message, if they do not complete the call (click Not Complete) this sends a NOT COMPLETE message. What vFire Core does to these incoming messages received is configured on the Outbound Action.
Viewing Outbound Action messages from a Call or Task
When an Outbound Action is triggered by forwarding a call or external supplier task externally, or by an outbound action task, all messages exchanged between vFire Core and the external system relating to the Outbound Action can be viewed by selecting the Outbound Actions explorer option on the Call Details or Task Details window for the relevant call or task.
Triggers and Actions for Inbound Actions
The following diagram illustrates the triggers and actions within vFire for Inbound actions.
Viewing Inbound Action messages from a Call, Request or Task
When an Inbound Action triggers a call or request, all messages exchanged between vFire Core and the external system relating to the Inbound Action can be viewed by selecting the Inbound Actions explorer option on the Call Details or Request Details window. This option also appears on the explorer pane of the Task Details window, allowing analysts to view inbound actions at the level of the task.