Workflow and ServiceDesk Community

In this series of Articles I'm going to explain how the new Software Request Process works in ServiceDesk 8.1, this will cover the new Tables that have been created to store the Software Request data.

Table Of Contents

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

So we all know and love ReportProcess, obviously this is still being used as this is a new Process in SD.

There are two new Ticket types

• Software Request
• Software Delivery

They have their own ReportProcess prefixes

• SR-#
• SD-#

And their own Data Types

• RequestTicket = ServiceDesk.SoftwareRequest.Core.DataTypes.SoftwareRequest;
• SoftwareTicket = ServiceDesk.SoftwareRequest.Core.DataTypes.RequestedSoftware;

Each has it's own Process

• ServiceDesk.SoftwareRequest.Approval
• ServiceDesk.SoftwareRequest.Delivery

If you look into the the SQL tables they are called

• SrSoftwareRequest
• SrRequestedSoftware

Everything is Task based so you will still need to be familar with the Task table and how that works.

There are also [ReportProcessRelationship]s which link the Request to the Delivery.

ServiceIds

• SD-SR-APPROVAL
• SD-SR-DELIVERY