Video Screencast Help

ServiceDesk 7.5 Advanced Form Assign Owner

Created: 15 May 2013 • Updated: 24 Jun 2013 | 3 comments
This issue has been solved. See solution.

I'm looking for a way to add a checkbox for the Advanced form in ServiceDesk 7.5 to assign to the current worker.   I had this functionality in 7.1 and I know how assignments work in 7.1, but it appears that 7.5 is different.  Has anyone been able to create a workflow to assign tickets or set the ownership?

Comments 3 CommentsJump to latest comment

HarrisT's picture

If you customize the SD.Feeder.TechnicianIncidentForms Workflow to include a checkbox for this, you could then put a check in after the Form Builder component to see if the checkbox was selected. If it was, you could use the EnsembleSecurityToken variable to get the currently logged in user and map it to the Incident variable before the SubmitIncident component.

I haven't tested this, but it should work.

HarrisT's picture

This should be mapped to the "Owner" field in the Incident variable. I believe it expects an e-mail address.

etk1131's picture

I edited the SD.Feeder.TechnicianIncidentForms Workflow to set the ownership to the submitter when the Assignment Queue is blank (you have to edit the actual form in order to allow the blank value).  In the Create Incident Process model, I added an embedded model that checks the value of "CurrentlyAssignedQueue.QueueName," and if one exists, it does nothing.  But if the value is blank, I use a Single Value Mapping to map the EnsembleSecurityToken.Email to the Incident.Owner value.

I go a step further, and using the OnIncidentReceived Ruleset, I send every incident to workflow, and if the Incident.Owner field has a value, it removes the Default Incident Queue and satisfies the Initial Response SLA milestone for the ticket.  I also set process permissions to allow editing by any group that's a member of a service queue.

HarrisT's advice would also work, but I didn't think of it, so you have my method as well. :)