ServiceDesk

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  • 1.  ServiceDesk With Additional Workflow Server Configuration

    Posted May 28, 2013 10:44 AM

    I was wondering if anyone can help with a setup/configration that I'm trying to do with a ServiceDesk server and a Workflow server? I currently have custom workflows that are deployed to the ServiceDesk server which show up as 'SR-' in the ProcessManager portal. I'd like to move this to a new Workflow server to reduce the load off the ServiceDesk server as well as isolate any troubleshooting that may occur without affecting the ServiceDesk.

    In setting up the new Workflow server I've done the following things:

    • Used the same database as the ServiceDesk
    • Added a the ServiceDesk server to the Server list and made it the default server, and checked the Login to Process Manager checkbox

    The workflow that I deployed to it seems to be working correctly but the 'SR-' doesn't show up in the portal. Does anyone know what additional settings need to be changed to make this work?

    ServiceDesk Setup_0.png

     



  • 2.  RE: ServiceDesk With Additional Workflow Server Configuration

    Posted May 28, 2013 04:48 PM

    Just an update on this topic:

    I managed to get the requests to show up by installing ProcessManager on the new Workflow server but now I'm having an issue with adding Process Contacts. It seems to not add any contacts when running the workflow on the new server it's causing the request to not show up in the reports. I tried creating a test workflow that adds Process Contacts and it didn't work so there must be something else missing.



  • 3.  RE: ServiceDesk With Additional Workflow Server Configuration

    Broadcom Employee
    Posted May 30, 2013 09:39 AM

    Both servers are working with the same database?



  • 4.  RE: ServiceDesk With Additional Workflow Server Configuration
    Best Answer

    Posted May 30, 2013 11:40 AM

    Hi Toomas,

    Yes, this child Workflow server is pointing to the ServiceDesk database as I want my custom workflows to show up in the ProcessManager portal as well as use the same data. I managed to get things working but now having an issue with the escalations time not being set correctly on the Workflow server. The issues I was having before were:

    • Contacts not being set on the process
    • Comments not being written
    • Deployment of the project to the server looked like it was using a cached version even when being deployed to it mulitple times
    • Escalations working properly

    Update: I managed to get this working now and all my issues seem to be resolved.