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ServiceDesk Customization: Process Type Actions

Created: 13 Sep 2012 • Updated: 26 Aug 2013 | 1 comment
Jason Short's picture
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Process Type Actions are Workflow processes that you can launch from the Process View page. The Incident and Change Management Process View pages include a set of default Process Type Actions as quick links. These actions are in the Tasks and Actions section in the Process Actions subsection. These actions save time and can improve the turnaround of incident resolution and change implementation.

For example, when a technician views an incident, many steps may be needed to resolve it. The technician may want to search Microsoft TechNet for help on resolving the incident. The change implementer may want to search the knowledge base before providing a back-out plan.  Actions and smart tasks provide a quick way for the incident technician to launch those tasks from within the Process View page.

The video and template included in this article demonstrate how you can create your own Process Type Actions in Worklfow to customize your ServiceDesk.  All customizations done via a process type action will easily upgrade to new ServiceDesk versions.

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Pascal KOTTE's picture

Hi Jason, thanks a lot this video. You change a lot the "documentation" approach of the usual Symantec "never screenshot" heavy reading text documentation. :)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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