Symantec® ServiceDesk Customization Guide 7.0
50
7. Immediately following the “Type of Change” Form Builder component are Add New
Data Type components for each change type. Note the Add New Data Type
component with the validation break (since its type of change was removed).
8. Delete the errant component (or if there is a possibility it will be needed in the
future, double-click the component, go to its Settings tab, and uncheck the “Is
Enabled” checkbox).
9. Delete the change type option from the Matches Rule.
Note: You may want to remove the entire change type section from the embedded
decision model however, it should be noted that if the related components are not
removed but the initial entry into the path was deleted, there will be no risk that the
process will migrate to that area of the workflow.
To enforce one type of change
1. In Symantec Workflow, open the SD.ChangeManagement project. Please see
Editing
the Core ITIL Processes
(page 18) if this is the first time opening Change
Management from its package; there is an important, required step regarding
unpacking.
2. In the Change Management Main model, double-click the “CM (Gatekeeper)” Dialog
Workflow component.
3. On the Interaction Setup tab, open the Dialog Model.
4. Right-click the “Type of Change” Form Builder component and select “Edit
Component.”
5. Click on the Settings tab.
6. Uncheck the “Is Enabled” checkbox.
7. From the Execution Outcome drop-down menu that appears, select the desired
change type. This means the component will always use this type of change as its
outcome, as if the user selected it.
8. Click OK to close the component. The component will appear inactive, however it
will function by setting the execution outcome therefore causing the process to
follow the respective path.
Define Smart Tasks
Smart Tasks are tools that ServiceDesk 7 workers can use to help work a ticket. These
tools can execute a program, invoke a web service, trigger a task server job, or call a
web page, for example. Here are some examples of ways to use Smart Tasks:
z
Run the resource association diagram to see how the computers are logically set up.
z
Show a list of in-stock computers.
z
List all incidents associated with a specific asset.
z
Send a request for approval.
z
Search the Altiris Knowledge Base web site.
