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ServiceDesk Customization: Send Incident to Workflow Ruleset Action

Created: 13 Sep 2012 • Updated: 26 Aug 2013 | 12 comments
Jason Short's picture
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The new Sent Incident to Workflow ruleset action gives you the ability to create custom Workflow logic for your Incident and Change Managmenet processes in a way that allows that custom logic to be upgradeable to future ServiceDesk versions.  This video demonstrates how to create and deploy Workflow projects that can be called from a ServiceDesk ruleset.  Also attched is the template used in the video.

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QuietLeni's picture

Dear All,

What is not said by the video is that, if you download the SendIncidentToWorkflow.zip file and change the extension to .package instead of .zip and then place the resulting SendIncidentToWorkflow.package file into the following directory:

C:\Program Files\Symantec\Workflow\Designer\Templates

Then, in the Designer, if you go to "File->New Project" and select the Templates tab, then this will show up as an available Template.

Works for WF 7.5. Hope it works for you.

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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Lark's picture

Jason this is really useful thanks.  What is the "Workflow Solution Centre" you're refering to in the video?

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QuietLeni's picture

Lark,

It is a new element within the WorkFlow 7.5 Designer in the list of servers. When you click upon this, it currently shows 3 templates that you can download and use. I have it, because I have installed ServiceDesk 7.5, which is based upon an early Workflow 7.5.

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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Lark's picture

Ah yes thanks QuietLeni I had not noticed it there in Workflow Manager before.

It looks like a promising start but as you said there are only three items and the template from this article is not in there.

Jason - is the Solution Center to be expanded?  Is there a way for us to request specific templates?  Or perhaps even submit our own?

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reecardo's picture

is the Solution Center to be expanded? - ABSOLUTELY, that's pretty much why it's there.

As far as requesting/submitting templates, I'm a little hazy myself what the guidelines are. You can probably use the Ideas forum to submit requests.I think to get a template submitted, you have to simply publish it in a forum, and it goes into the collaboration queue for the mods to look at and approve.

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QuietLeni's picture

Lark,

The Template that Jason is mentioning in this video is attached at the bottom. Use my instructions to get to use it.

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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Lark's picture

Thanks QuietLeni yes I found the template here easily enough but I'm really starting to like Workflow Solution and I've always thought it lacked a decent repository of reference workflows.  I know about www.workflowswat.com but lets face it - that site hasn't had any updates since late 2011.

reecardo - Jason's template isn't currently in the Solution Center - could it be added?

For anyone looking at this video, to use this for Change Management, you need to use a session input variable of ChangeSessionId rather than IncidentSessionId.

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africo's picture

For anyone looking at this video, to use this for Change Management, you need to use a session input variable of ChangeSessionId rather than IncidentSessionId.

Lark - I was about to post that very question.  I'm attempting to use the change rules and haven't been able to sort out the sessionId.  Thanks for the mention.

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QuietLeni's picture

Lark,

I think that it *WILL* be added when the full version of Workflow 7.5 is released. The version that you and I are using is a special that was released for Service Desk 7.5.

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

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André Florencio's picture

Hi,

A point of attention is only possible to create a rule in standard conjutos to send the Workflow if your version is greater than version 7.5.3, otherwise must create a new set of rules for this action.

Greetings.

André Florencio

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TGiles's picture

Sending an Incident to Workflow has been a function since ServiceDesk 7.5 was released over a year ago. You aren't required to have a Workflow version of 7.5.3 for this functionality to work. 

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NicoPax's picture

Hello all,

 

This option is an alternative of hard customization of the main incident workflow, but there is a big limitation about that : you cannot check values before and after the edition, for exemple if the classification is change then I would like to reassign to the Support for validation and maybe re-escalation to the new relevant Support 2 group.

Such an option was present in the rules of HelpDesk 6 and it would be very great to retrieve it in SD 7.5, perhaps by sending to the ruleset component (placed in the Incident workflow after saving modifications) the saved Incident object AND the Backup Incident before save.

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