Video Screencast Help
Give us your opinion and win with Symantec! Please help us by taking this survey to tell us about your experience with Symantec Connect, so that we can continue to grow and improve.  Take the survey.

How to add custom data to existing processes like Incident Management, Change Management etc

Created: 30 Jan 2014 • Updated: 27 Feb 2014 | 10 comments
SandeepShrivastava's picture
+1 1 Vote
Login to vote

Step1. Create an Integration Library with User Defined Type with DB Mapping (ORM).

Custom Data 1.jpg  

Step2. Add Process Data Class to the IMExtendedDemoORM

Custom Data 2.jpgCustom Data 3.jpg

Step3. Add Properties as needed. For this example I have added Some Text, Number, Date, Logical and Choice List. Click next once you have all the required properties.

Custom Data 4.jpgCustom Data 5.jpg

Add Index for the Data if needed and created the DataType and hit Finish. Once it’s completed it will generate the required code for the same. 

Custom Data 6.jpgCustom Data 7.jpg

Step4. Now click the “Included Libraries” button and add the Symantec.ServiceDesk.IM.Automation.dll to bind this custom data with Incident Management Automation library 

Custom Data 8.jpgCustom Data 9.jpg

Custom Data 10.jpg

Step5. Click Add in the Generator and Select Automation Library Generator. When it asks to choose Service ID select “Use Existing Automation Library” and select Incident Management. Once done hit Compile and Close.

Custom Data 11.jpg Custom Data 12.jpg

Custom Data 13.jpgCustom Data 14.jpg

Custom Data 15.jpg

Step6. Now login to the Process Manager Portal with an admin account preferably native admin account (admin@symantec.com) and go to Admin>Portal>Plugin Upload, and select Plugin Type as Automation Library and uploaded the IMExtendedDemo.dll file from “C:\Program Files\Symantec\Workflow\Shared\customlib”, Once uploaded restart the IIS to reflect changes in  Process Automation 

Custom Data 16.jpg

Step7. Refresh the IE or Close it and re-open it and login with admin account and go to Admin>Process Automation and you’ll see that IMExtendedDemoDataType next to Incident Management

Custom Data 17.jpg

You can see the New DataType are added to Condition and Actions of Ruleset, Email templates and Reports.  

Custom Data 18.jpg

Custom Data 19.jpg

Custom Data 20.jpg

Custom Data 21.jpg

Comments 10 CommentsJump to latest comment

jbrown's picture

When adding "Automation Library Generator" for a data type that is not extened from IM or CM, is there a way to get the assign task or route actions in the Process Automation rules? 

0
Login to vote
SandeepShrivastava's picture

Yes, this can be done from either using "Send process to Workflow" and then workflow take care of the assign task and routing action. Or you can modify the code generated in the integration library from Advance option, Save source code, now open the saved code in visual studio modify it as per your requirement and compile it.

0
Login to vote
Callander's picture

I have added the custom data field to Incident Management and it works as expeted. The field is available in reports and in rules automation.

After that I tried to add this field in the Edit Incident form (SD.IncidentManagementSimple.Classification/Form.aspx) but the custom data field does not seem to be available in the form. Is it possible to add it?

0
Login to vote
TGiles's picture

Callander,

In order to be able to modify the extended data in the Classification project you will need to make sure you've added the new custom library dll file to the project. Once you've done that you will have the ability to load, edit, & save the custom data.

0
Login to vote
smassie's picture

Hi I did this and now I have lost the Incident Management from the Process automation page... Any thoughts why (there are 2 added datasets)

Thanks in advance

Steve

0
Login to vote
TGiles's picture

I would recommend that you review your Process Manager log files for any errors that occur when you attempt to open the Automation page in the Admin menu. 

Also you will want to make sure that you have downloaded & applied the updated Symantec.ServiceDesk.Im.Automation.dll that can be found in TECH212326. Once you've applied this updated library you will need to regenerate your custom libraries and re-install them as plugins to the Process Manager portal.

0
Login to vote
smassie's picture

Realise I'd duplicated the question....

Downloaded and installed the new Automation dll and recompiled the custom dll....

Now I can't get into process manager at all. Get an error message saying unable to invoke keepalive method for userman.asmx (server extensions)

Anyone advise and help?

Thanks

0
Login to vote
SandeepShrivastava's picture

Hi smassie,

It seems that the bad dll files which are generated by older Symantec.ServiceDesk.IM.Automation.dll are still in the plugins folder of the Process Manager Go to below mentioned location and delete the old ext custom Incident Data automation dll files from there and re-start the Workflow service and IIS (Make sure that You have download the new corrected Symantec.ServiceDesk.Im.Automation.dll that can be found in TECH212326).

<Install Drive>:\Program Files\Symantec\Workflow\ProcessManager\Plugins\Rules

<Install Drive>:\Program Files\Symantec\Workflow\Shared\customlib

Please note that you have to remove only the custom dll which you have created from integration library. 

Regards

Sandeep

0
Login to vote
smassie's picture

Many thanks Sandeep

That fixed the problem :-) .... Also it would seem that you can only have one custom data set? I had two and it didn't like it - One is fine... Maybe I'm wrong here?

Regards

Steve

0
Login to vote
SandeepShrivastava's picture

Steve,

Good to hear that the issue is resolved. 

As far as I know, you can have multiple data type or data class in the same integration library but only one Process Data Class which will be clubbed with the Automation library.

Regards

Sandeep

0
Login to vote