This is an overview of a Self-Service User Account Creation Workflow using Request Offering in Service Manager and Orchestrator. Configured only to be available for Managers and Human Recourses personnel.

I will not go into details. However, maybe someone can use it to get an Idea for own workflow.

Request Form

Service Request Template Activities

Request Offering Prompt Mapping

Question Value Activity Property
Select employment type List: Consultant, Employee, Developer Create New Active Directory User Account EmploymentType
First Name Text Create New Active Directory User Account FirstName
Last Name Text Create New Active Directory User Account LastName
Mobile Phone Text Create New Active Directory User Account MobilePhone
Role Objects Create New Active Directory User Account Affected Configuration Item
Organizational Unit List: OU A, OU B, OU C Create New Active Directory User Account OU
Manager Objects Add Reviewer Affected Configuration Item

Service Request Activity overview

Runbook Automation: RB Add Reviewer

Gets the Manager from Affected Configuration Item of the Activity, and create a new Reviewer on the Manager Approval Review Activity.

Initialize Data: ActivityID

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Review Activity: RA Manager Approval

Waits for Approval or Reject from the Manager

Runbook Activity: RB Create New Active Directory User Account

Create the User Account in Active Directory with a random generated Password, and place the User Account object in the selected OU. If the EmplymentType is Consultant, the Account Expire is set to 90 days in the future. It Enables a Mailbox for the User Account, and return the username and password to the Service Request.

  • Initialize Data:
    • ActivityID
    • Map Prompts: FirstName, LastName, MobilePhone, EmploymentType, OU

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Runbook: Add User to Group

Add the new User Account to the selected User Role

  • Initialize Data: ActivityID <- Work ItemID

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RB: Send Account Information

Retrives the username and password from the earlier activity, and sends an E-mail with the New User Account Information to the Manager.

  • Initialize Data: ActivityID <- Work ItemID

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