ServiceDesk

Hi,  when a call is reassigned to a person, an email is sent to the perrson saying the call has been reassigned to them and then provides a response link which opens the default SD.IncidentManagment response, which is the resolve incident task.  However I would prefer if the link were to the actual service desk and open up the task/process in process manager and then the user can resolve the process or perform other tasks from the process manager.

So the question is, does anyone know how, or rather what link, is used to open up a process in the process manager?

This is what i DONT want to happen:




This is what I DO want to happen:

The url to open up the process view page is


http://<Servername>/ProcessManager/Portal/Template66_33.aspx?PageID=e21769a7-b6fb-4725-8963-7752d33feb88&ReportSessionID=b3fa4eb6-a306-459f-b957-049be994e5d2

PageID is the PageID of the Process View Page and ReportSessionID is the Session ID from the ReportProcess table. You will need to query the database for the Session ID and pass it in to form the URL. Change the email body of the notification and replace it with this URL.

Hope this helps.

Thanks for the reply JoTz,

Just a quick question.  I'm struggling to identify the key to use to lookup the Session ID.  Any suggestions?

Basically what field do I use to identify the correct Session Id?

Regards

They are named a little differently in different workflow. if that is not available, you could create your own integration component, a stored procedure that pass the process ID (IM-123456) into the query and gets the session ID from ServiceDeskIncidentManagement Table.

Reason I can't answer you right now is because there's no reassign function (I heard it will be available in MR2) so unless you are using the esclation function. I have no idea which workflow you are customising. Cheers.

I know this is an old thread, but did you try the 'ProcessViewLink' variable which is available in the Incident Creation email form?

You can copy the 'Create ProcessView Link' component to just before the Reassignment email form, rename the variable output and use this in the email.