ServiceDesk

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  • 1.  Making Advanced Incident ticket templates available

    Posted Sep 30, 2016 01:15 PM

    Using Altiris Help Desk, hyperlinks could be created to create tickets with certain fields pre-populated, such as Category, Priority, Title, and text in the Comment field, so users can enter additional specific information.
    This is needed, because there are numerous departments using Help Desk,
    and the tickets can be easily routed to the correct group. The I.T. Helpdesk does not see tickets that are routed to the other groups. When a user selects the "Building Maintenance" form, it is routed directly to that group.
    In Service Desk (we are using 8.0), within the Submit Incident (Advanced) form, the information can be populated by using templates. It is the templates that can be used to route Incident tickets to the correct group.
    Shortcuts to both the Report Incident and Submit Incident (Advanced) can be made available on the company intranet simply by copying the form properties, and replacing 'localhost' with server name.
    However, I have not been able to come up with a way to make a selected template available.
    Copying the properties cannot be used, because a SessionID is generated when template is chosen;
    a new session must be established for another user, or even another browser session.

    Is there a way to make the populated templates available, preselected on the Submit Incident (Advanced) form?
    I am certain forms can be created in Workflow with the information, but this would be creating and publishing a couple of dozen new forms.

    Using Help Desk links, which are available on company intranet:

    image1.png

     

    Using Service Desk template; have not been able to make available on intranet:

    image2.png

     

     



  • 2.  RE: Making Advanced Incident ticket templates available

    Posted Oct 03, 2016 03:47 AM

    There is no input into 'SD.Feeder.TechnicianIncidentForms' that autoselects a Template but it wouldn't take much to do.

    Add a new Input - TemplateID.

    Check for this at the start of the model, if empty skip to usual step, if contains copy the route "Apply Incident Template", but first you will need to search the "List Incident Templates" [Symantec.ServiceDesk.Im.Core.Components.ListIncidentTemplateComponent] in the "Init Data (Non-Cached) and Declarations" model.

    Use an "Configurable Collection Filter" [LogicBase.Components.Default.Process.ConfigurableCollectionFilter] based on the Guid passed in (TemplateID)

    Publish this Form again.

    Now you can create new Service Catalog items with this ID pre-populate.



  • 3.  RE: Making Advanced Incident ticket templates available

    Posted Oct 04, 2016 02:44 PM

    Alex, I appreciate your help here. I am sure it is what I am looking for in order to create multiple forms with templates pre-populated.

    However, it is a little "cryptic" for me since I am not a Workflow programmer. I am not sure what "if empty skip to usual step" references.

    The ListIncidentTemplateComponent is within the 'Init Data and Declarations', which then leads to the 'Create Incident' form.

    I am not sure where to place the elements you specified, but I appreciate your input.

     



  • 4.  RE: Making Advanced Incident ticket templates available
    Best Answer

    Posted Oct 05, 2016 03:32 AM

    There are some excellent tutorials on connect

    https://www.symantec.com/connect/articles/workflow-videos

     

    This wouldn't be creating Multiple Forms, it's just amending a pre-existing one for multi-purpose.

     

    For this Project

    Open in the Workflow Designer

    Go to the Primary Model (in the Project lhs)

    SD.Feeder.TechnicianIncidentForms - Primary.png

    Click on Input Data

    This is where you can add the Input - TemplateID

    SD.Feeder.TechnicianIncidentForms - Primary - Inputs.png

    Then in the Primary model you could check if this variable exists with a "Text Exists" or combination of "Get Length" then "Equal" to component.

    This gives you multiple routes, this is where you can skip.

    Then back in the Primary Model take a look in "Init Data (Non-Cached) and Declarations" for the "Templates" component (highlighted)

    SD.Feeder.TechnicianIncidentForms - Primary - Init Data (Non-Cached) and Declarations.png



  • 5.  RE: Making Advanced Incident ticket templates available

    Posted Oct 05, 2016 10:59 AM

    Alex, I very much appreciate your help.



  • 6.  RE: Making Advanced Incident ticket templates available

    Posted Oct 05, 2016 11:53 AM

    Happy to help, if you need anything further let me know :)



  • 7.  RE: Making Advanced Incident ticket templates available

    Posted Oct 10, 2016 01:15 PM

    I think the last functionality piece I don't understand, is at what point are specific templates chosen?

    It seems the form has to be given the specific template that is should populate the fields with.

     



  • 8.  RE: Making Advanced Incident ticket templates available

    Posted Oct 11, 2016 03:40 AM

    After the "Init Data (Non-Cached) and Declarations" you have an array of Templates from the "List Incident Templates" component.

    You can then filter this array by the TemplateID you passed in.

    If that returns a valid Template item then you need to set it.

    From the Form "Create Incident" there is a Path - Apply Incident Template

    This uses the TemplateID from the dropdown list.

    Take a look at how the Embedded Model "Map Template Data To Incident" and following components work and mimic that.