Workflow Soluiton

Hi Team

Workflow 7.1 out of the box Service Desk provides the Incident, Change and Problem process types,  We are looking to create our own process type and need some how to information.  

Instead of modifying the existing process types by adding additional fields we have created a new profile definition and table to store the custom data.  We are now at the point where we need to create a component like SubmitIncident to process the custom type.

Are there any examples, tutorials or documentation that we can follow and/or is it possible to clone and modifiy the out of box SubmitIncident component ?

Thanks

Mark

If I remember correctly as a component, SubmitIncident simply calls SD.IncidentManagement, specifically one of the models like SubmitIncidentAdvanced or SubmitIncidentSimple.

Thanks Toomas

Yes you are correct,  my terminology may not have bee quite correct.  We can't use the existing types and models because we wish to store data specific to our own environment into the database.  The existing ServiceDeskIncidentManagement, SeviceDeskProblemManagement and ServiceDeskChangeManagement tables do not have the columns that we require and we would prefer not to add columns to these existing tables as this would mean that we would have to modify the out of the box SD.Data (i think) data integration dlls

We would like to have our own model, something like SubmitInsuranceClaim that then writes the data to a custom ServiceDeskInsuranceClaim.

So we are after some information or samples on how to create the Insurance Claim type in the dll and then how to use that to create the data integration components.

Thanks

Mark

You have to follow what's in these videos that Jason made. They're tailored for SD 7.5 but you can appply them to 7.1 and 7.2 as well.

https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-overview

https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-method-1-custom-data-type-part-1

https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-method-1-custom-data-type-part-2

https://www-secure.symantec.com/connect/videos/servicedesk-customization-process-type-actions