ServiceDesk

Hello.

I would like to know how I can create ticket across the BD, the problematics that I have is that 2 years ago we were occupying ServiceDesk then the service was externalized and the contracted company had his own system.

Nowadays I have more than 50.000 records which to historical way we want to have, for what of there my problematics.

The ticket to creating will have a generic catalogue as also the assigned user and resolutor.

Thank you, I am grateful for the support that they could give me.

Hi,

Are you wanting to get a list of tickets from ServiceDesk to create them as new tickets in your new system?

Here's a piece of SQL to get a few fields you've mentioned

• [AffectedUser] => assigned user
• [ResolvedBy] => resolutor

ServiceDesk 7.1

SELECT
  process_id
  ,incident_name
  ,incident_description
  ,submitted_by
  ,[owner]
  ,u.PrimaryEmail AS [ResolvedBy]
FROM ServiceDeskIncidentManagement sdim
  INNER JOIN [User] u ON u.UserID = sdim.resolved_by_user_id

Affected User you could get from 'ReportProcessContact'

SELECT 
    u.PrimaryEmail
FROM [ReportProcessContact] rpc
    INNER JOIN [User] u ON u.UserID = rpc.ReferenceID
WHERE rpc.ContactType = 'Affected User'
    AND SessionID = @SessionID

ServiceDesk 7.5

SELECT
    [ProcessId]
    ,[IncidentName]
    ,[IncidentDescription]
    ,[AffectedUser]
    ,[Owner]
    ,[ResolvedBy]
FROM [ImIncidentTicket]
​

AlexHedley, Thank you for your response.

Maybe I did not explain well, I have other records Ticket System and these records are those that want to take ServiceDesk through a Query.

I'm not sure what you mean.

Do you have another system and use that data to create Symantec ServiceDesk tickets from?

We used ServiceDesk, currently use a proprietary program from another company and wants to use Servidesk.

So we have the ticket information system of the company that owns and is inserted into ServiceDesk want to make it historical mode (SQL Query).

There's a webservice to create Tickets you could call:

http://localhost/SD.IncidentManagementSimple/IncidentManagement.asmx

• SubmitIncidentAndReturnPID

I'm agree with Alex : use Webservice to create incident from your query. I'm not sure you can use directly the "Native" Webservice : we have made a small workflow - I'm not a developper ! - following a white paper which explain how to do it (Workflow 7.0 SP2 and Serice Desk 7.0 integration).

I'm sorry, I'm unable to find the url

I've found the white paper :

http://www.symantec.com/connect/downloads/workflow-and-sd-integration-technical-whitepaper