ServiceDesk

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  • 1.  How to add people to the default assignment list

    Posted Apr 08, 2014 05:10 AM

    Hi all,

    a while ago I asked how to add support groups to the default assignment list. This worked like a charm, but now my collegues ask me to add their name to this list and I have not yet found how to do that. I presume that I will have to go to the SD.IncidentEscalation workflow and on Model:Primary I will open the Declarations component. But from here I do not know what components to add and what the configuration is.

    Is there anyone that can help me with this? We run SD 7.1.

    Thank you

    Kind regards

    Koen



  • 2.  RE: How to add people to the default assignment list

    Posted Apr 08, 2014 09:43 AM

    You'd have to look at either the IncidentEsculation or Feeder.TechnicianIncidentForms project and mimick how it's passing the groups to the IncidentManagement project.   Forgive me as I no longer have my SD 7.1 SP1 server since we migrated to 7.5 so I won't be of much help.   One idea for you though.   You could look at how those two workflows pass the groups to the IM project, mimick those components but change the AssignmentType to User.   You could also add those users to a group within ServiceDesk and have the workflow pull the members of those groups and add them to the collection for which the dropdown list component gets its list from.



  • 3.  RE: How to add people to the default assignment list

    Posted Apr 14, 2014 04:30 PM

    I would think you would want to add a new drop-down on the TechnicianIncidentForm rather than add them to the groups drop-down. You could do a bunch of things here, either add a new list and include all the people you want to include and then add an assignments piece to the workflow so that the selected user would also be added to the assignments list, which would be all static, or you could try to get fancy by selecting a group and then have the form reload populating the user assignment list with the members of the selected group. Then you would add an assignment component to the workflow as mentioned previously so that you can assign the incident.

    A bit complex sounding but it shouldn't be that hard. I too am on 7.5 so troubleshooting will be a bit difficult but can try to help when I can.



  • 4.  RE: How to add people to the default assignment list

    Posted Apr 15, 2014 12:55 PM

    Is this for the reassign form? We have it where it shows the groups and people who are in the same groups as you on the list so that most of the time the user can just select the user/group instead of having to search for them.



  • 5.  RE: How to add people to the default assignment list

    Posted Apr 17, 2014 05:16 AM

    It is indeed the reassign form. I want to add an email address to this list, just beneath the group Release Managers.

    In this screen you can see the mailaddress from the submitter, I want one (statically) more...

    Thanks for your help.

    Kind regards

    Koen

     

    Reassign_Screen.JPG



  • 6.  RE: How to add people to the default assignment list

    Posted Apr 17, 2014 12:37 PM

    Ah, yes. I have made changes to that too. If someone doesn't beat me to it I'll look at my old notes and post them. It's not too hard to make the changes.



  • 7.  RE: How to add people to the default assignment list

    Posted May 23, 2014 07:17 AM

    I still haven't been able to make this adjustment to the workflow.

     

    Anyone???

     

    Thanks

     

    Koen



  • 8.  RE: How to add people to the default assignment list
    Best Answer

    Posted Jun 05, 2014 02:20 PM
      |   view attached

    You can add a Constant entry to the Users/Group: Select List component in the form.

    The attached screen shot demonstrates.



  • 9.  RE: How to add people to the default assignment list

    Posted Jun 18, 2014 07:27 AM

    This is what I was looking for.

    Thanks Bcason, from me and from a bunch of collegues who will have to click a few times less than before.

    Kind regards

     

    Koen van Carglass