Workflow and ServiceDesk Community

ServiceDesk

Extensions

With SD 8.5

From the release notes

To extend a current process in IM / CM etc the following Article has been written.

How to add custom data to existing processes like Incident Management, Change Management etc

• https://www.symantec.com/connect/articles/how-add-custom-data-existing-processes-incident-management-change-management-etc

But the part to join your new custom data to the original ticket hasn't been documented.

Since you have extended your class to "RelationalMappingProcessData" there will be a

• WorkflowTrackingId

This is where you take the SessionID from your Incident/Change and map to the new Data Type.

You could create a Workflow that passes in the SessionId as an input.

This calls

• Get Incident Ticket By SessionId
  • Class: Symantec.ServiceDesk.Im.Core.Components.GetIncidentTicketBySessionId
  • Library: Symantec.ServiceDesk.Im.Core.dll

The maps using

• Single Value Mapping
  • Class: LogicBase.Components.Default.Mapping.SingleValueMappingComponent
  • Library: LogicBase.Components.Default.dll
• https://www.symantec.com/connect/articles/single-value-mapping

Map from your "SessionId" to "WorkflowTrackingId"

This will make the join between your two tables and be the association needed.