Navigate to System Notification -> Email -> Notifications. Select the name and Table.Select the filer condition when to send, who will receive and What will contain.then submit and run
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SECTION 3
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SECTION 4 SLA
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1. Create an SLA the on the incident table for priority 1( i.e high) duration should be 30 mins and 1 day for both types listed below with without schedule.
Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.
2. Create an SLA the on the incident table for priority 4 duration should be 4 hours and 5 days for both types listed below with schedule.
Schedule should be mon to Fri 9:00 am to 5:00pm
Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.
(observe the change on weekend)
3. The SLA should stop on public holidays how can this be achieved?
4. Create an SLA the on the incident table for priority 1 duration should be 30 mins and 1 day for both types listed below with schedule.
Schedule should be mon to Fri 9:00 am to 5:00pm
Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.
Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.
When SLA has reached 50% breach notification should go to assign the to person, assign to person manager and assignment groups manager.
5. Create an SLA report for the incident and mention those records for which SLA has breached for a particular assign them to the person of that assignment group.
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SECTION 5 Form Customizations
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1. Create an application called “NeedIT” it should be visible to ITIL users.
2. The application should have a table call “NeedIT” custom table
3. Fields are as follows:
- Number String
- impact same as the incident
- urgency same as the incident
- Priority Choice list same as incident
- Requested For Reference
- What needed Choice list Notepad ++, Clarity and CoreDB.
- When needed Date/Time
- State Choice list
- Assignment Group
- Assign to Users according to the assignment group
- Short Description String
- Description String
- Additional
4. There must be a related list which gives all the active incident of the mentioned “Requested For” user.
5. Number field must be read-only, Priority should depend on impact and urgency, State should read only
6. Make 3 sections in the form
- Title: Note It includes field Worknotes and Additional comments.
- Related time (fields to add Opened and closed both field type as date and time)
- Close notes (closure details make mandatory when close button is clicked in the form)
7. State value will be New, Work In Progress, Pending, resolve and closed state values to be managed by buttons.
8. Work In Progress button won’t be visible when the ticket is about to be created.
After creation of a record, the button should be visible. Only the assignment group member can see the button work In progress.
9. When the ticket is in work in progress state then pending and resolve should appear and make work notes as mandatory when changing the status to pending. and when it is placed in pending it can be again placed in progress state.
10. When resolve additional comments field should be mandatory, there should be a button to put the status back in progress.
11. After resolve, there should be a button of close.
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SECTION 6 ORDER GUIDE
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1. Create an order guide
Name Software Request.
2. Variables required as follows
- Requested by (Auto-populated by login user)
- Requested for (User reference)
- Location (Auto-populated according to requested by region(read - only))
- Location of requested for (Populated according to a request for the user (read-only) if requested for changes location also changes.)
- Software required (drop down) - Notepad ++, Clarity, Visual Studio, Pulse secure.
If Notepad++ selected one field to show one field “Version” – drop-down
- The version has 2 values in drop down Older, Latest.
3 Catalog items need to be created.
4 For rule base, if software required = Notepad++ then that catalog item should be displayed.
5 Make Notepad++ catalog item mandatory.
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SECTION 7 RECORD PRODUCER
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1 Create record producer should be linked to change request.
2 Variables are as follows:
- Type (Standard)
- Short Description
- Description
These variables should be linked to change request table. The value entered in record producer of this variables should be reflected in the change request record.
3 Create a workflow, whenever a type is Standard approval should go requested by manager.
4 Approved- It should go to scheduled state. If rejected – it should go to canceled state.
5 After Schedule, it should go to Implement state.
6 When the state is in “Review” it should only wait for 3 days, after that it should get automatically closed. With close code = Automatically closed and close notes = Review not completed.
7 In close code include one more option (Automatically closed)
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SECTION 7 REPORTS
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1. Create a report on incident table fields number, caller, state , priority assignment group and assign to share it with group service desk. Service desk users should be able to modify this report.
2. In the same report make the color changes for priority.
1 = Red
2 = Yellow
3 = Green
4 = Blue
5 = Grey
3. Get a report of all the incident opened last moth of priority 3 and 4.
4. Add the report of point 1 with all the changes from point 1 and 2 in a dashboard.
That dashboard should be editable to 3 users of your choice.
5. Create a report on change table of type Emergency where there is NOT a related Incident or Problem
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SECTION 8 REST API
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1. Why Rest is used? Read about it.
2. Retrieve all the change records from REST API explore. What is it called?
3. Create an incident record from REST API. What is it called?
4. Retrieve the same incident record?
5. Modify the same incident record by adding short description?
6. Delete the same incident record and also a change record of your choice?
7. Read about all the REST methods and calls.
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SECTION 9 Web Services
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Assignment # 1
Create an outbound SOAP Web Service on Indicent table with following four operations
i. create Indicent()
Input Parameters: Short Description, Assignment Group
Output Result - After successful creation of an incident in service now, send out Incident number back.
ii. updateIncident()
Input Parameters: Incident Number, Short Description
Output Result - After successful update in Service Now, Send '100 - Successfully Updated', If any failure occurs
send '200 - Failure to update Incident'
iii. getIncidentInfo()
Input Parameters: Incident Number
Response: Based on given incident number, return with 'Short Description', 'Created By' values.
iv. removeIncident()
Input Parameters : Incident Number
Response: Based on given incident number, remove the incident in Service Now. Upon successful deletion send
'100 - Successfully Removed' otherwise '200- Failure to remove the Incident'
v. Create an Update set and capture all the above functionality
vi. Use Soap UI tool to test all the above operations.
vii. Prepare a document with all the testing screenshots and any development functionality related screenshots.
Assignment # 2
Create an outbound REST Web Service on Indicent table with following four operations
i. create Indicent()
Input Parameters: Short Description, Assignment Group
Output Result - After successful creation of an incident in service now, send out Incident number back.
ii. updateIncident()
Input Parameters: Incident Number, Short Description
Output Result - After successful update in Service Now, Send '100 - Successfully Updated', If any failure occurs
send '200 - Failure to update Incident'
iii. getIncidentInfo()
Input Parameters: Incident Number
Response: Based on given incident number, return with 'Short Description', 'Created By' values.
iv. removeIncident()
Input Parameters : Incident Number
Response: Based on given incident number, remove the incident in Service Now. Upon successful deletion send
'100 - Successfully Removed' otherwise '200- Failure to remove the Incident'
v. Create an Update set and capture all the above functionality
vi. Use Soap UI tool to test all the above operations.
vii. Prepare a document with all the testing screenshots and any development functionality related screenshots.
