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Automate Incident Type based on Classification

Created: 10 Sep 2013 | 4 comments

Does anyone already have a solution or can throw some ideas my way for how we could do this?

We already route based on classification. However, we would like to also set the incident type based on the classfication. Any ideas?

Product: ServiceDesk 7.5 MP1

Thank you for your time,

Dustin Perkins
Jacobs

Operating Systems:

Comments 4 CommentsJump to latest comment

michael.george's picture

In my environment, every incident that comes in gets routed to a workflow that does some of this typing and classification business. The workflow was built from the 'Send Incident to Workflow' template Jason Short posted.

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Dustin Perkins's picture

Sounds like what I need. However, I've looked through Jason's posts and do not see this. Are you able to direct me to any further information on this template?

Thank you Michael.

michael.george's picture

Sure thing: https://www-secure.symantec.com/connect/videos/servicedesk-send-incident-workflow-ruleset-action. That's got a video of using it and setting it up and the template is attached at the bottom.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.

BRING's picture

Actually - the Article https://www-secure.symantec.com/connect/articles/expanding-servicedesk-75-part-2-defining-classification-service-queues-within-email-monitor is a really good example of how this can be used. I would recommend it for your review in conjunction with MIchael.George comments and article.