About workflow integration

KLAD · 10-21-2008, 04:30 AM

I've read is supposed the next version of helpdesk will work only with workflow rules so is supposed now is a good point starting developing them now instead to create business rules in a typical way, but how can be managed the workflows in this case?

I mean, they are run only as services or can be invoked as the business rules are??

Cheers!!!

rdvanorman · 10-22-2008, 11:09 PM

The next helpdesk is being called "Service Desk" in NS7. I'm not sure I understand the question but the Service Desk will be based on Workflow Solution.

KLAD · 10-29-2008, 08:28 AM

I know v7 will work only with workflow items.

Now you can run notify rules or business rules at the moment you're creating, editing, etc.... incidents on v6.

As far as I know business rules done with workflow can be run only as scheduled, so what happens with the running just in time? Is this the only way to run them?

Jaguiar626 · 11-06-2008, 12:16 PM

After talking with some of the Altiris Workflow folks, I've been told that Advanced Workflow is what will be used for Service Desk. I'm guessing that service desk will be built off of advanced workflow due to its single point of management capabilities within Process Manager such as: portal pages, service catalogs, process management, security, etc...

For those screen shot junkies, attached are 2 defaults from the Process Manager in Advanced Workflow.

mack_jason · 07-02-2009, 08:43 AM

Do either of you guys know if there is a way to pass ticket information from Service Desk 6 to Workflow?

I created an inbox in the service desk along with a routing rule that states if an e-mail comes in with the subject line of xxxxxxxx----- the category is changed to "name change". Next, I have an automation rule set up that if a ticket comes in with a certain worker account and the category is "name change”, then it will invoke a URL. The URL I chose points to my published workflow called http://servername/WORKFLOWNAME/compo...tWorkflow=true .
This works fine with the debugger and even if I type in http://SERVERNAME/WORKFLOWNAME/composer.aspx?StartWorkflow=true&workitemnumber=”t he ticket number” It works as expected.
In my workflow project I added an input data property called workitemnumber with no default value. The question is how to I pass the workitem ticket number to this workflow from the service desk to workflow?

I have attached a picture of this property to this post.

matzebru · 07-03-2009, 01:43 PM

If you're using Helpdesk Solution 6, you should be able to use the WORKITEM macro. Specifically, you would use "&workitemnumber=WORKITEM(workitem_number)" at the end of your URL. The URL example you provided would then look like: http://SERVERNAME/WORKFLOWNAME/composer.aspx?StartWorkflow=true&workitemnumber=WO RKITEM(workitem_number).

I don't have time to test this right now but I'm fairly sure that would work.

mack_jason · 07-07-2009, 12:29 PM

Thanks for the reply matzebru. I'll give that a try and report back.