Workflow and ServiceDesk Community

In this Article I'm going to explain how the new Software Request Process works in ServiceDesk 8.1 can be configured in Process Manager.

Table Of Contents

• Index
• Overview
• Config (this)
• SMP
• Reports
• Hidden Reports
• SQL
• WFs
• DLLs

There are a numbe of options that can be configured for the Requests.

Rulesets can be ran at different points in the Request.

Different Teams can be added to the Tasks.

Emails can be sent to Managers / SAM / Requestors etc.

Application Properties

Firstly we will take a look at the new Application Properties that can be configured in Process Manager.

Login to Process Manager (As an Admin)

Admin | Data | Application Properties

ServiceDeskSettings

There are two new sections/categories

Software Delivery

Software Request

Groups

Next go to

Admin | Users | Accounts | List Groups

• Application Users
• Software Asset Managers
• Software Librarians

Rulesets

Admin | Process Automation

• Software Delivery
  • 11 Rulesets
  • 0 Email Templates
• Software Request
  • 8 Rulesets
  • 0 Email Templates

Software Delivery

Service Dashboard : SD-SR-DELIVERY 

• OnDeliveryAuthorizationDenied
• OnDeliveryAuthorizationGranted 
• OnDeliveryAuthorizationPaused
• OnDeliveryAuthorizationResumed 
• OnDeliveryCompleted
• OnDeliveryConfirmed
• OnDeliveryFailed 
• OnManagedSoftwareDeliveryStarted 
• OnRemediationNeeded
• OnSoftwareManagementTaskCompleted 
• OnUnmanagedSoftwareDeliveryStarted

Software Request

Service Dashboard : SD-SR-APPROVAL

• OnApprovalTaskTimedOut
• OnPendingTaskTimedOut
• OnRequestApproved
• OnRequestDenied
• OnRequestFulfilled
• OnRequestPlacedOnHold
• OnRequestReceived
• OnRequestResumed

You can configure these to send emails etc if they are triggered.