Adding Process Type Actions

Article:HOWTO82265  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82265
Article Type
How To


Subject


Adding Process Type Actions

Process Type Actions let you quickly do external processes directly from the incident and the change request tickets' Process View pages. ServiceDesk provides a set of default Process Type Actions.

See About Process Type Actions on the Process View pages.

You can add your own Process Type Actions. For example, you can add an action that lets technicians do a Google search directly from the Process View page.

You can add actions to the Incident Management and Change Management Process View pages.

To add a Process Type Action

  1. In the Process Manager portal, on the Admin tab, click Data > Process Type Actions.

  2. On the Process Type Action page, add an action to one of the following:

    Incident Management Process View page

    To the right of Incident Management, click the Process Type Actions symbol (orange lightning) and then click Add Action.

    Change Management Process View page

    To the right of Change Management, click the Process Type Actions symbol (orange lightning) and then click Add Action.

  3. In the Add Process Type Action dialog box, type the following information about the action and make any of the following selections:

    Action Name

    Type the name of your Process Type Action.

    Action URL

    Type the URL of the .asmx page for the process.

    If your Process Type Action is a published workflow project, set this value to the URL of the process as it appears in IIS.

    Height

    Type the height (in pixels) of the Process Type Action dialog box that opens in the Process View page.

    Width

    Type the width (in pixels) of the Process Type Action dialog box that opens in the Process View page.

    Is Contact Action

    Set the action as a contact action.

    If you select this property, your Process Type Action appears on the Process View page for any user who has contact permissions for the process.

    Is View Action

    Set the action as a view action.

    If you select this property, your Process Type Action appears on the Process View page for any user who has view permissions for the process.

    Is Edit Action

    Set the action as an edit action.

    If you select this property, your Process Type Action appears on the Process View page for any user who has edit permissions for the process.

    Is Admin Action

    Set the action as an admin action.

    If you select this property, your Process Type Action appears on the Process View page for any user who has Admin permissions for the process.

    Only Valid when process is active

    Set the action to only be available on the Process View page when the incident or the change request is active.

    If you select this property, once ticket is in the Closed State, your Process Type Action no longer appears on its Process View page.

    Open in New Window

    Set the process to open in a new window.

  4. Click Save.

See Editing Process Type Actions

See Deleting Process Type Actions


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