Actions and approvals

The only place Smart Ops writes anything. Every action names the record and the field it will change.

This screen is drawn on assumptions, not a specification

The brief defines Phase 3 as “write operations” and says nothing further. Four questions decide how this actually behaves, and all four are open:

Which record types and fields Smart Ops may write, and which stay read-only
Whether approval happens here or hands off to the existing ServiceNow workflow
Which role holds approval, and how that maps to the ServiceNow role model
What happens on write conflict, and whether an executed action can be rolled back

Phase 3

Nothing here has been written yet. Approving queues the write; ServiceNow still executes it.

Assign INC0048231 to the Daraja on-call engineerPending approvalFrom the incident list

This writesINC0048231fieldassigned_to

Now

Unassigned

After

Wanjiru Mwangi

Requested by Achieng Otieno, 1 Sep 14:21

Approver Brian Kiptoo

Link INC0048231 to the open problem recordPending approvalFrom episode EP-0042

This writesINC0048231fieldproblem_id

Now

Empty

After

PRB0003318

Requested by Achieng Otieno, 1 Sep 14:19

Approver Grace Wanjiku

Approval here does not replace a ServiceNow approval workflow. Where a record already carries one, this queues the request into it.

Every action, its approver and its outcome, kept for audit.

Action	Record	Change	Requested by	Approver	Outcome
ACT-0005 Add the runbook workaround as a work note	INC0048198	work_notes: 3 notes to 4 notes	DM David Mutua	PK Peter Kamau	Approved, queued
ACT-0004 Reschedule the USSD certificate rotation to tonight	CHG0011219	start_date: 21 Aug 22:00 to 1 Sep 22:00	SO Samuel Odhiambo	BK Brian Kiptoo	Executed
ACT-0003 Close INC0048112 as a duplicate	INC0048112	state: In progress to Closed, duplicate	FN Faith Njeri	AO Achieng Otieno	Rejected

Every row here is also written to the audit log and streamed to ArcSight as CEF.