Symantec® ServiceDesk Customization Guide 7.0
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Open deployed project --> No
Deploy workflow to NS as DialogWorkflowItem --> No
6. If you changed the name of the project, or if you are using a new virtual directory,
to make the new process active in ServiceDesk, it is necessary to repoint
ServiceDesk so it uses the updated URL. Log in as Admin and go to the Admin tab >
Data > Application Properties.
7. Click on the Actions button (orange lightning bolt) for ServiceDeskSettings and
select Edit Profile Definition.
8. Select Edit Settings from the Actions button.
9. Update the appropriate URL field, and click on Save. The application properties take
about 45 minutes to propagate.
About Application Properties
ServiceDesk knows which Symantec Workflow processes to invoke based on the URL
fields populated from the Admin tab > Data > Application Properties screen. The data in
these URL fields, along with several other pieces of information configured here, are
called application properties.
Processes “in progress” look to Process Manager for their application properties,
(individual processes do not store application properties).
Note:
See the
Process Manager (ServiceDesk) Database
(page 9) section for an explanation of
the Process Manager.
Updates made to the application properties are not immediately applied to Process
Manager; this is because Process Manager relies on cached application properties. (You
can force the new application properties by restarting IIS, thus clearing the cached data,
but this is not usually feasible in a production environment.) Once Process Manager
updates its cache, then the current processes will start to use the new application
properties.
By default, Process Manager updates its cache every 45 minutes, and is set under Admin
> Portal > Master Settings > Optimization > Clean Cache Time.
This means that if you update a URL field application property with a new process URL, it
does not immediately impact live processes.
Restoring ServiceDesk Processes
ServiceDesk comes with Workflow packages that are unpacked when launched. The
original package content is retained, unless a user intentionally overwrites that package.
Therefore if you need to revert to the original project, simply unpack the project again.
The Workflow Designer also saves backups of a process upon each save, up to 10. Best
practice is to save your changes periodically (i.e., not after every change) in order to
have meaningful backup copies. These copies are stored in a Backup directory: Program
Files\Altiris\Workflow Designer\WorkflowProjects\Backup.
If you need to obtain the original packages that shipped with ServiceDesk, rerun its
installation.
