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Define Actions for a One-Step

Actions are at the heart of One-Steps. They define what a One-Step does when it runs. Numerous Actions are available for you to add to One-Steps in multiple combinations. Use the General page in the One-Step window to define the list of Actions for the One-Step to execute. When you add an Action to a One-Step, you must define how you want the Action to behave.

To define Actions for a One-Step:

  1. Open the One-Step Manager
  2. Click the Create New button Create New Button.

    The One-Step window opens.

  3. Click the General page.

    One-Step Window General Page Define Actions

  4. Define Actions for the One-Step to run:
    1. Click Add to open a menu of Actions available for the One-Step to run.

      Tip: Click the Edit button to edit a selected Action. Click the Copy button to copy a selected Action, and then edit the details. Click the Delete button to remove a selected Action. Use the Up/Down arrows Arrow Up Blue Arrow Down Blue to change the order of the selected Actions. Actions will run in the order they appear.

    2. Select an Action to add to the One-Step.
    3. Define the properties for each Action.
  5. (Optional) Define conditions that limit when an Action is executed.

    Example: If a particular individual or Team is specifically assigned to handle Conferencing/Presentation, you can create a One-Step that automatically assigns all Conferencing/Presentation Incidents to that individual or Team. This is done by creating a condition so that the Incident owner is only assigned to the specified individual/Team if the Incident Service equals Conferencing/Presentation. If an Incident is of a different service type (ex: Printing), then the Action to update the Incident owner will not run.

    1. Select an Action that the One-Step should execute based on certain conditions.
    2. Click the Expression button Expression Button to add a condition to a selected Action.

      The Edit One-Step Action Condition window opens.

      One-Step Action Condition

    3. Select Only Run <name of Action> if Condition is True to define an Expression that controls when the Action is executed.
    4. Define an Expression that serves as the condition, either:
      • Stored Expression: Click the Ellipses button Ellipses Button to open the Expression Manager, and then select an existing stored Expression or create a new stored Expression. Stored Expressions can be reused in numerous places in CSM.
      • Custom Expression: Click the Custom Expression button Expression Button to open the Custom Expression Builder, and then create a custom Expression specifically for this scenario.
    5. Click OK.

      When an Action is conditional, it is identified by a question mark icon. The Action is not executed if it does not meet the defined condition.

  6. Click OK.

In This Section

Define a Print Action for a One-Step

Define a Send an E-mail Action for a One-Step

Define a Send Tweet Action for a One-Step

Define a Run a Report Action for a One-Step

Define a Write to a File Action for a One-Step

Define a Run a Program Action for a One-Step

Define a Launch a URL Action for a One-Step

Define an Excel Merge Action for a One-Step

Define a Pop-Up Action for a One-Step

Define a Create a Business Object Action for a One-Step

Define an Update a Business Object Action for a One-Step

Define a Create Child Business Object Action for a One-Step

Define a Delete a Business Object Action for a One-Step

Define a Step Through Children Action for a One-Step

Define a Work with a Queue Action for a One-Step

Define a Go to a Record Action for a One-Step

Define an Execute a Command Action for a One-Step

Define a Go to a Field Action for a One-Step

Define a Run a One-Step Action for a One-Step

Define an Update a Variable or Stored Value Action for a One-Step

Define a Call a Web Service Action for a One-Step

Define a Go To Action for a One-Step

See Also

Create a One-Step

Define General Properties for a One-Step

Define Pre/Post-Steps

Define Conditions for a One-Step