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.

The following Actions can be used in One-Steps. Some Actions are only available if the One-Step is associated with a Business Object. Business Object Association is selected when a One-Step is created.

Note: Some One-Steps might be limited in the Browser Client. Refer to the Browser Client Documentation for more information.

One-Step Action	Description	Business Object Association
Print	Creates a document that is automatically sent to the printer. Requires connection to a printer.	Not required
Send an E-mail	Automatically sends an e-mail to specified recipients Requires a CSM E-mail Account.	Not required
Send Tweet	Posts a Tweet to a Twitter Account. Requires a Twitter Account.	Not required
Run a Report	Runs a report created using the Cherwell Report Writer™.	Not required
Write to File	Creates, overwrites, or appends contents to a file.	Not required
Run a Program	Launches a program that can be run from a Windows command line.	Not required
Launch a URL	Launches a specified URL.	Not required
Excel Merge	Creates an Excel file using data from CSM. Requires creating an Excel template.	Not required
Pop-Up	Displays a message to Users, usually to ask Users if they wish to continue or to request additional information.	Not required
Create a New Business Object	Creates a Business Object and optionally set values for fields within the Business Object.	Not required
Update a Business Object	Updates the value of any field in the current Business Object.	Required
Create a Child Business Object	Creates a child Business Object that belongs to the current Business Object.	Required
Delete a Business Object	Deletes a Business Object, either the current Business Object or a related Business Object.	Required
Step Through Children	Runs the same Actions on each child record of a Business Object.	Required
Work with a Queue	Performs Queue operations.	Required
Go to a Record	Navigates to a different record.	Required
Execute a Command	Executes commands, runs reports or Search Groups, or opens Calendars, Dashboards, or Visualization.	Not required
Go to a Field	Navigates to a particular field or tab in the current record.	Required
Run Another One-Step	Runs another One-Step.	Not required
Update a Variable or Stored Value	Updates a variable value or Stored Value using a predefined value, or the value of a User-specific variable that you create.	Not required
Call a Web Service	Dynamically calls a Web service, and then saves the results as a variable.	Not required
Go To	Navigates to another One-Step Action, or ends One-Step execution.	Not required

To define Actions for a One-Step:

1. Open the One-Step Manager

   To open the One-Step Manager:

   1. The One-Step Manager can be opened several ways:
      • From the CSM Desktop Client menu bar, click One-Step>One-Step Manager.
      • From the Browser Client menu bar, click One-Step>One-Step Manager.
      • From the Blueprint Editor menu bar in CSM Administrator, click Managers>One-Step Manager.
      • From One-Step selectors throughout CSM (ex: When adding One-Steps to various areas within CSM).
2. Click the Create New button .

   The One-Step window opens.

3. Click the General page.

   

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 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 to add a condition to a selected Action.

      The Edit One-Step Action Condition window opens.

      

   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 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 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.