What is Related Actions and how can I create and use them?

Version 3

    Verified Product Versions

    Service Desk 7.7.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    This feature is available from Service Desk 2016.1

    Related Actions

    Related Actions allows you to perform Actions on any linked Process Object to the record you are currently on.

    This means that you for example can add a note directly on to a Problem from an Incident where the relevant Problem is linked to the Incident through the Incident Problem linking Object.

    If you have multiple Problems added to the Incident, the note will be added to all Problems. Note that the Problem Process will need to have the relevant Action available in its Process.


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    Where can I use Related Actions?

    You can use Related Actions in any Process

    You can use Related Actions from any Platform (Web Access, Console, BridgeIT / Workspaces)

    You can create Related Actions on Collections and One to One linked Attributes where they are linked to a Process Object. This means that the Collection or the one to one Attribute will need to be linked to an Object that has "Is Process?" set to TRUE. For example; Incident, Problem, Customer, Request, all Tasks Objects aso..

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    What actions can I use as a Related Actions?

    Most Actions is supported to use as a Related Action, however there are some that you are not able to set up as a Related Actions.


    Supported Actions:

    Update Actions (Windowless Actions, both associated and not associated to a window)

    Create Actions



    None Supported Actions:

    Add / Attach / Detach

    oAdd Incident / Add Child / Add Parent. (Any Action going through a linking Object that will give you a query window to select a record from)


    Note: When it comes to the Reinitialise action, the action itself is not supported, but you could use a dummy action to trigger the transition and have the Reinitialise action at the end of the transition.





    How do I create a Related Action?

    These Actions are created in Object Designer.

    1. Highlight the Collection or One to One Attribute that you wish to create your Related Action on.

    For example, if you want to create a "Add Problem Note" from your Incident Process, you will need to highlight the Problem Collection on your Incident Object.

    2. Click the "Manage Actions" option in the Action Panel


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    3. On the "Manage Actions" window that load, click the Add button

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    4. Type in a new Title and in the "Action Type" select "Related Action.

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    5. Once you have set a Title and selected the Action Type you are able to set which Action you want this Action to perform.

    You do this in the "Related Actions" drop down list.

    Note that you will only see any Actions that you can create as a Related Action. If a specific Action isn't showing in this list, that Action would fall under the None Supported Actions Category.

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    6. Select your Action, then click OK.

    7. Save Object Designer





    Adding a Related Action to your Process.

    Related Actions will need to be added as an Automatic Action in your Process. They cannot be added as a Manual Action.

    This means that you have to create an Update Action or Collection Action as the Action that the Users will see in the Action panel and be able to click on.

    You will then be able to use Runtime Values or Calculations to populate the Action with values.

    Note that Placeholders will not work to populate the value


    Please see this Article in how to create a dummy action for your automatic action:

    Dummy/Ghost Windows - What are they, and how are they used?


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    Continue if Related Action not Available

    A great example where you might want to use Related Actions is to perform an Action on all your Tasks added to your record.

    As Task is a Collection to your main Object, you can add multiple Tasks onto your Record. This means that when you click to add "Add a Note to Task" you will add that same Note to ALL attached Tasks.


    What happens if the Tasks added are using different Processes?

    What happens if one Task doesn't have the action available but another one does?


    When you add the Related Action to the Process, looking in the Properties, there is an option called: "Continue if related action not available?"

    This will by default be set to TRUE, but you can change this to FALSE.



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    What is the difference between "Continue if Related Action not Available?" is set to True or False?



    When this is set to False, if the relevant action isn't available for any items that the action is attempted to be run on, you will get an on screen error message:


    "The attempt to perform action {ACTION} on {OBJECT} {Ref} failed. Related action {RELATED ACTION} is not available on {OBJECT} {REF}"

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    Note that the Action will NOT be run on any Objects when this error message is showing.



    When this is set to True, if the relevant action isn't available for one or more items that the action is attempted to be run on, then the action will STILL BE PERFORMED ON OBJECT WHERE THE ACTION IS AVAILABLE.

    Any Object where the Action isn't available will simply be ignored. No action will be performed on these and they will stay the same as before.