ServiceDesk

Hi,

I need to create a Workflow similar to Incident Management in which I have to create.

1 A form which will create a ticket but should assign a custom ticket Number like RQ0001 and later it can be tracked with this ticket number.

2. It should have a SLA and auto calculate priority

3. There will be custom categories from which we will select the category of the request

4. Move to next level based on approvals or send for approvals.

5. Reject the request if no approval received.


is it possible in Symantec Servicedesk 7.5 sp1.

This workflow will be used to create request for Software/Hardware

Yes it is possible to do all these things with Workflow. I would recommend using the Service Catalog Request template to start out. If you haven't already downloaded the template you can find it in the Solution Center portion of Workflow Designer. Once you've downloaded the package save it in %programfiles%\symantec\workflow\designer\templates. Then when you go to create a new workflow project you can switch to the templates tab and select the template. Jason Short has also posted a video demostrating how to use the template on Connect.

Here is a link to the first video.

https://www-secure.symantec.com/connect/videos/create-workflow-using-service-catalog-request-template-part-1

Hi,

Can we make a clone of  Incident Management workflow and custamize it.

As far as I know (and someone correct me if I am completely wrong) you can not make a clone and edit the Incident Management process in 7.5 as its a closed process that is not editable. You can clone the forms, etc but the process itself isn't accessible.