ServiceDesk

Change custom data in Edit incident form.

I have added custom data following this article:

https://www-secure.symantec.com/connect/articles/how-add-custom-data-existing-processes-incident-management-change-management-etc

The custom data is available in automation rules and reports, but I am unable to access it in the Edit incident form (/SD.IncidentManagementSimple.Classification/Form.aspx). When I open the form in Workflow the custom data variable is not available. How can I access the variable in the Edit incident form?

Edit - I read your post incorrectly the first time.  you're saying your custom data isn't available to use as an output variable in the SD.IncidentManagementSimple.Classification project?

Depending on how the data extension was configured, I would expect to find the newly added variables inside the complex data type "IncidentTicket".  

Otherwise you may need to import any new libraries you've created for this purpose into the SD.IncidentManagementSimple.Classification project and utilize the variables there.  Again though, I would expect the former.

-andrew

Did you remember to add your custom library to the Classification project? As this is for ServiceDesk 7.5 the process of adding custom data does not involve modifying the actual IncidentTicket data type. After you've created your custom data dll file you will need to make sure that file is added to any project that you wish to be able to reference that data in.

I'm not sure what I'm doing wrong.

I have added the custom data dll to the library:

I can find it in components:

But I can't find it in variables:

I have tried to use the components to get contents of the custom data field, but that didn't work.

Once you've added the dll you need to define the variable and load the data. You would do that by using the 'Get Statuskoder by ID' component to load the necessary data from the database.

For some reason it worked when I removed the componenets and added them again. I guess I must have made a mistake. It works now.