Customizing SD packages (core ITIL process)
Hi, I have a few questions regarding customizing (editing) the default SD Packages.
1. I edited the assignment rule in SD.Feeder.TechnicianIncidentForm so that by default every incident will get routed to a specified group (other than support 1). I've added the group in Application Property as a new User Group. I didn't edit anything in Submit Incident Advanced component. The problem I'm facing is that I got this user comment in Process View:
"An Error Has Occured in the send customer email start process"
Also, when the incident is created, it didn't send email notification to the submitter and the assignee. I wonder which part I did wrong as I didn't even edit the core Incident Management workflow.
2. It is stated in SD Customization Guide that if you want to edit the core ITIL processes, you have to add space whithin the name. So does that mean it will overwrite the current process if I publish it? I'd like to have another core ITIL process, say, SD.IncidentManagement_1. Can I do so by publish it using different name and create new virtual folder and point service desk to new process?
Thanks in advance
Comments
1. How exactly did you change
1. How exactly did you change the default group assignment? If you could detail the changes you made, this might provide some light on this subject. Ordinarily, changing the default assigned group(s) shouldn't cause any issues.
2. The short answer is Yes, you can have different processes. It's really not quite that simple, however.
If you do not change the virtual folder name, the new version will overwrite the old, but if you don't match the process name, you'll see any new incidents show up in a new process tree separate from the old incidents created under the original version. This could be annoying, and probably would be confusing. If you did change the virtual folder name, you would have both versions available, but you'd have to make sure the feeders and any other projects that reference the workflow were updated.
Ok, these are the changes
Ok, these are the changes that I made:
1. I added one User Groups property in ServiceDesk Settings, so now I have one additional group (say, GroupEmailMonitoring) other than GroupSupportI, GroupSupportII, etc.
2. I assigned one group to this newly created GroupEmailMonitoring property.
3. Edited all components that point to Group support II and changed to GroupEmailMonitoring.
4. [Create Incident Process] model -> [Assignment Check] embedded model and set the [True False] component to false.
All incidents get routed to the exact group so I don't know what goes wrong here. Any insight?
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