SMAX Q&A from Virtual Universe


Below are the Questions & Answers from the SMAX Session at Virtual Universe 2020:

Micro Focus Virtual Universe Q&A – SMAX 

Intersection of SMAX and RPA
Q: Talk to me about the intersection of SMAX and RPA.

A: We have some partners/customers extending SMAX automation to integrate with RPA. We are looking at additional options. Please share your ideas on where it would be most valuable!

A: There are several ways to integrate SMAX and RPA. One of them is to have RPA automation flows provided for end users who want to trigger their execution as an offering in the SMAX Service Catalogue. That way, RPA can be ordered from the service portal and executed and a fulfillment plan.

A: Some other use case examples:

Order product via online store

  • User places order in SMAX
  • RPA logs in to the vendor’s ordering application (web)
  • RPA finds the product in vedor's catalog
  • RPA places the order
  • The order number, delivery time, shipping ID, etc are written back to SMAX
  • RPA creates a PO in the purchasing system
  • RPA returns the PO number to SMAX

Update multiple HR web sites

  • User creates an address change request in SMAX
  • RPA updates multiple web sites, especially those not owned by the company
    • For example:
      • Workday (HR)
      • Cigna (Medical)
      • ComputerShare (ESPP)
    • The request is closed, and the user is notified

External partner request

  • A copy machine needs fixing
  • An incident is logged in SMAX
  • RPA automatically opens the ticket on the repair partner's website
  • RPA updates the SMAX ticket 
  • RPA checks the external site for a status change
  • When the copy machine is fixed, RPA updates SMAX and the incident is closed


Backup in cloud environment - SMAX

Q: How does backup work in a cloud environment? What if a client wants to get back to how was SMAX a day or two days before?

A: What is the use case - to roll back from test data (where perhaps tenant copy is used)? Disaster Recovery (see cloud deployment architecture)?


Pink Elephant certified/verified

Q: Do you know if is on roadmap to have more processes certified/verified by Pink Elephant?

A: Currently in process of re-certification (must be done regularly) and ITIL V4. Which ones are most important from your perspective?


Best way to improve processes and approvals with SMAX

Q: We are looking to integrate our HR Department and possibly Finance into SMAX so we can improve our internal processes and approval workflows. What is the best way for us to achieve this?

A: Depends on your starting point - SM, SMAX or other. If SMA, there are OOTB workflows for HR; current workflows may be appropriate for the other business units; and/or codeless user-defined Studio apps. Happy to discuss directly!


SMA Service Portal - supported versions

Q: SMA Service Portal - What versions of SM are supported?

A: 9.41PD to latest 9.64


32 bits to 64 bits

Q: Is it planned in the roadmap of CIT to move from 32 bits to 64 bits?

A: Yes, 32 to 64 bit is planned for CIT, Service Manager and Asset Manager. CIT is planned for 2020 (not a commitment).


SMAX Strategy

Q: Is the strategy still to develop new functionality on SMAX and follow on Service Manager? For example, does SM support integration with MS Teams? Or autodetection of a CI in the description of a ticket to relate that CI to the ticket?

A: Yes, and it goes both ways (a feature might be introduced in SM and then considered for SMAX). Whether it appears in SM depends on the overall priority for SM customers. The two you mention are great examples. We have started to look at MS Teams with SM (not a commitment). If not already there you may want to log this on the Idea Exchange.






Raquel Winkler
Micro Focus Community Manager
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