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Workflow for Searching Incident, Change, or Problem by Title and Description Within ServiceDesk

Created: 25 Feb 2011 • Updated: 25 Feb 2011 | 3 comments
Justin Dybedahl's picture
+8 8 Votes
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The current version of ServiceDesk does not allow searching for incidents out of the box.  The only way to achieve this ability is to create a report that isn't friendly and very cumbersome at best for the end-user.  To show my appreciation for the help others have provided here on the Connect site, I decided to share this in hope that it would help others learn Workflow Solution.  The project is far from perfect, but it's to a point that it's usable and needs minor tweaks to be used.

To get this project working in your environment, you will need to make some minor modifications to the header templates, form themes and logos to suite your taste.  The project depends on a custom integration library called SearchType.dll to populate the grid results.  If you are asked to import this be sure to check the box.  The report method of searching incidents I spoke of above had the ability to restrict who had the ability to use the form so I built group security into the project to satisfy this need.  Security is turned off by default.  To turn it on follow the steps below:

  1. Open the project in Workflow Designer.
  2. Click on the project name, SearchForSomething, at the top-left corner.

  1. Click on Global Data and change the variables IncidentAllowGroup, ChangeAllowGroup, and ProblemAllowGroup to specify existing groups in the ServiceDesk system.  These can be newly created groups within the system.
  2. Click on Model: Primary in the top-left corner to go back to the workflow model view.

  1. Find the Declare Variables/Security embedded model shown above and open it.

  1. Find the True False Rule and double-click it.

  1. Click the Ellipsis button next to the Value field and change the Constant Value to True.
  2. Click OK twice.  Publish the project to Process Manager.

If you would like to disable the ability to search one of the systems entirely without enabling security, do the following:

  1. Open the project in Workflow Designer.

  1. Find the Declare Variables/Security embedded model shown above and open it.

  1. Find the section shown above.  Modify any of the three shown above to disable access to search any system.

Hopefully this helps anyone struggling to learn Workflow Solution and will hopefully fulfill the goal of giving the ability to search incidents, changes, and problems for others.

Comments 3 CommentsJump to latest comment

Joe Bagnulo's picture

Fantastic work and thank you for putting sharing your hard work.  This was a great time saver.

Hard to imagine they don't find having this functionality built-in neccessary.

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aujus3's picture

That's probably why they don't find having this functionality built-in necessary.

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paro's picture

Excellent. Is there a easy to modify it to also show which worker is assigned and which user is affected?

Project Manager / Founder
Asterio AB, Sweden

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