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Setting up Investigation Framework in Service Operations Workspace › Setting up integrations in Service Operations Workspace for ITSM › Configuring Service Operations Workspace for ITSM › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure the Remedial Actions Framework

Configure the Remedial Actions Framework to add a new remedial action or modify an existing one.

Before you begin

Role required: sn_reacf.sn_remedial_action_admin

Procedure

  1. Navigate to All > Remedial Actions Framework > Administration > Remedial Actions.

    This table contains the list of the remedial actions available at the base system.

  2. Create a remedial action.

    1. Select New to create a record.

      You can also select an existing action record to modify the action record.

    2. On the Remedial Action form, fill in the fields.

FieldDescription
NameName of the remedial action.
ActionAction that is performed. You must select a table name and a record in that table.Note: You must select the action table that is defined for the Applicability field of the Remedial Action Type record.
TypeType of the remedial action or flow, such as CI action and standard change.
DescriptionBrief description of the remedial action.
ActiveOption to activate the remedial action.
Target TableTable for which the remedial action is applicable.
Match Target ExtensionsOption to apply the remedial action to the child of the target table.
Target ConditionsCondition builder to configure the applicable remedial action for the target records.
3.  Select **Submit**.

  1. On the Remedial Action Parameters related list, add a parameter to the remedial action.

    The Remedial Action Parameters related list contains the list of parameters, such as Process ID and Assigned to, required to execute the remedial actions.

    1. Select New.

    2. On the Remedial Action Parameters form, fill in the fields.

FieldDescription
TypeType of parameter, such as integer, boolean, or reference.Note: If you select reference, you must also specify the reference table.
LabelName of the parameter.
MandatoryOption to mark the parameter as required.
ActiveOption to activate the parameter.
Consider for concurrency checkOption to determine whether the parameter should be considered for the duplicate check of the remedial action.
Default Value
Default valueDefault value of the parameter.Note: If this value isn’t defined, the default value that is specified in the CI Actions Framework tables is considered.
List specification
ChoicesType of list that must be applicable for the parameter.Note: This field is enabled only if the Type field is set to Choice list.
3.  Select **Submit**.

  1. On the Remedial Action Roles related list, add a role.

    Remedial Action Roles contains the list of roles required to access and execute the remedial actions.

    1. Select New.

    2. Choose a Role.

    3. Select Submit.

  2. On the User Criteria Action Inclusions related list, add a user criteria.

    The User Criteria Action Inclusion related list contains the list of user criteria that are permitted to execute the remedial action.

    1. Select New.

    2. Choose a User Criteria.

    3. Select Submit.

  3. On the User Criteria Action Exclusions related list, add a user criteria.

    The User Criteria Action Exclusion related list contains the list of user criteria that aren’t permitted to execute the remedial action.

    1. Select New.

    2. Choose a User Criteria.

    3. Select Submit.

  4. Navigate to All > Remedial Actions Framework > Administration > Remedial Action Types.

    This table contains the list of remedial action types, such as CI action and standard change.

  5. Create a remedial action type.

    1. Select New.

    2. On the Remedial Action Type form, fill in the fields.

FieldDescription
NameName of the remedial action type.
ApplicabilityList of Action tables where the remedial action type is applicable.
ProcessorScript include that is used for the implementation of the extension point RemedialActionProvider to execute the remedial action.
Allow concurrent executionOption to allow duplicate concurrent execution of remedial actions.Note: If the Consider for concurrency check option is set to false for all the parameters, then the duplicate actions are allowed by default.
3.  Select **Submit**.

  1. Navigate to All > Remedial Actions Framework > Administration > Remedial Action Origin.

    This table contains the list of applications where you can use the Remedial Actions Framework.

  2. Add an application.

    1. Select New.

    2. Add the name of an application that you want to use for the Remedial Actions Framework.

    3. Select Submit.

What to do next

When a Remedial Action Type is created, you must create an implementation or do the necessary changes in the existing implementation of the RemedialActionProvider scripted extension point. To view and use the new or modified remedial actions, you must configure the Investigate UI to display the remedial actions. For more information, see Customize the Investigate tab.

Parent Topic:Setting up Investigation Framework in Service Operations Workspace