Life Cycles Use Cases

Life Cycles Use Cases

Life Cycles 

Pointers 

  1. Life Cycles can be applied to All Customers or a specific customer.
  2. Life Cycles are not site-specific. However, you can apply life cycles for specific sites under Conditions.
  3. If a template is associated with a life cycle, the life cycle will apply only for requests created using that template. You can associate multiple templates with a life cycle.
  4. If an asset life cycle is associated with All Customers, the product type selected for that life cycle cannot be used in customer-specific asset life cycles.
  5. The product type selected in a customer-specific asset life cycle cannot be associated with All Customers. However, it can be associated with other customer-specific asset life cycles.

Roles Required

Module
Role Required
Requests
SDAdmin (for all sites), HelpDeskConfig (only for associated sites)
Problems
SDAdmin
Assets
SDAdmin, AssetConfig
 

Requests

Use case: Assign technicians  

Scenario:
As per Zylker's operational objectives, each request goes through specific statuses like New, Assigned, In Progress, Awaiting Approval, Waiting for Input, Resolved, and Closed.
For different request categories, such as Software Installation, Access Request, etc., Zylker uses specific templates to gather relevant information consistently.
To save time and reduce manual work, Zylker wants to assign relevant technicians automatically based on the request’s category and status. This helps make sure requests go to the right team quickly, follow a clear, repeatable process, and meet service goals faster.

Action:
  1. Create a request life cycle and associate relevant request templates for which the life cycle should reflect.
  2. Configure rule sets between each state transition to evaluate the Category field and assign relevant technicians.
Precondition:
The request states must have been added under Setup > Customization > Helpdesk > Status.

Configuration:
  1. Under Zylker, create a request life cycle and associate templates.
  2. Between state transitions, configure the following rule set in the During phase:
  3. Condition - Category is [select the relevant categories]
  4. Action – Update Field Value
  5. Field - Technician > [select the relevant technician]
 
Info
 The field values are listed based on the chosen customer.  
 
Post Action:
When a user submits a request via templates associated with the specified category, as the request moves through its lifecycle, the system automatically updates the technician assignment according to the configured rules. This ensures that each stage is handled promptly by the appropriate technician, eliminating delays and confusion.

Assets 

Use case: Restrict user assignment to assets   

Scenario:
Network devices such as routers, switches, firewalls, and access points are critical infrastructure components managed by the Network department.
Therefore, Zylker wants to assign the department for such network devices by default when they are being deployed in the IT infrastructure environment.

Action:
  1. Create an asset life cycle for Zylker.
  2. Assign the Network department during transition between In Store and In Use statuses.
Precondition:
Associate the Network Department with the customer and their site under Setup > Instance Configurations > Departments.

Configuration:
  1. Go to Setup > Automation > Life Cycles.
  2. Select Assets from the module filter.
  3. Associate the life cycle with Zylker customer and Network Devices product type.
  4. Between the In Store and In Use status transition, configure the following rule set in the During phase: