Creating a ServiceDesk 7 Smart Task to Assign Incident to Current Worker Only (Part 2 of 4: Creating the Workflow Model)

The following entry is Part Two in a four-part series describing how to create a ServiceDesk 7 smart task to assign the incident being viewed to the current worker and that worker only.

Part 1: Creating the Smart Task
Part 2: Creating the Workflow Model
Part 3: Configuring and Publishing the Workflow Model
Part 4: Using the Newly Created Smart Task

PART TWO: Creating the Workflow Model

(1) Open up the Workflow Designer, followed by (2) Create a Webform Project

(3) Click on AssignToMeEscalation to edit the Service ID.  This is to enable us to be able to use Service Desk Workflow Components

(4) Click on the Project Name, AssignToMe, so that we can change the Service ID. This is to allow us access to use Service Desk Workflow Components.

(5) Now, click on the Libraries tab, so we can add the Service Desk Workflow Components to our Toolbox.

(6) Click on Add, Custom Libraries,  and choose all custom libraries that start with SD, as shown below, and click Add and then OK.

(7) The following will ask you to “Configure Relational Items”, click on select all then OK.

(8) Now Click, Input Data, so that we can define the input from our Smart Task Created in Part I. We will call this variable, MessageID

(9) We can now add all the required components for our workflow. Click on Model:Primary amd delete the “Create Notification Server Credentials”.

(10) Now let’s add the Service Desk components to our Workflow Toolbox. Add the “Process Manager Login Component” and connect to the start component, as shown below.

(11) Add a “Terminate and Transfer Dialog Box” and connect the “Login Failure” or the “Process Manager Login Component”. Then copy the End Component and connect that to the “Terminate and Transfer Dialog Box”, as shown below.

(12) Add a “Get Item From Exchange Component” and connect to the “Process Manager Login Component”

  (13) Now add a “Form Builder Component” and connect this to the “Get Item from Exchange” Component àItem Not Found Path.

(14) Add Embedded Model

(15) Add Variable Exists Rule Component

(16) Add “Equals Rule”

(17) Add “Variable Exists Rule”

(18) Add “Equals Rule”

(19) Add “Form Builder”

(20) Add another “Form Builder”

(21) Add “Terminating Form Builder”

(22) Copy End Component

(23) Add “User Has Permission Rule”

(24) Add “GoToComponentByName”

(25) Add 2 – “Add new Data Element”

(26) Add “GetUserByEmail”

(27) Add “Create Log Entry” and "New Data Element"

      (28) Add “Single Value Mapping”

(29) Add “Add New Data Element”

      (30) Add “Add Items To Collection”

(31) Add “For Each Element in Collection”

     (32) Add “SendCompleteWorkflowMessage”

(33) Add “Terminating Form Builder”

      (34) Connect to End Component

(35) Now to add the Error Handling Section”

(36) Add “Exception Trigger”

(37) Add “Create Log Entry”

(38) Add “Terminating Form Builder”

(39) Add an End component, and connect to the “Terminating Form Editor”

(40) From here, I am going to clean up and give our components more descriptive names, along with tidying up the model. The final output is shown below.

In the next part, we will name the components variables and make all the final connections.