Symantec® ServiceDesk Customization Guide 7.0
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10. If you put the page once again in Edit mode from the Actions menu, the web part
will have an Actions (orange lightning bolt) menu, from which you can select Edit
and further define the behavior of the web part.
Non-Changeable Items in Symantec Workflow
Projects
While Symantec Workflow allows you to configure components and settings to
correspond with the needs of your organization, some items should be left intact in
order to maintain the integrity of the processes.
The following areas/items should not be modified at the project level:
z
Main Project Settings - The name and Service ID of your project settings should
never be modified or removed.
z
Publishing –The Initialization and Workflow Type settings should be left as-is. These
dictate how the process launches. Altering these could cause the process to fail.
z
Reporting – The project reporting is configured specifically for data collection via
Process Viewer. Altering the settings on this tab will compromise the reporting
capabilities of your project.
z
Libraries – Removing libraries from your project will in turn remove certain
components and cause the process to fail.
z
Global Data – Global data is data that is utilized throughout various stages of your
process. Removing an item from the Global Data tab will compromise the output of
the process and potentially cause failure to launch/run.
z
Application Properties – This should be left enabled in order to maintain the link to
ServiceDesk settings within the process.
The following areas/items should not be modified at the component level:
z
Start – Removal of this component will cause the process to fail.
z
End – Removal of this component will cause the process to fail.
z
SetUp Process – This component establishes much of the criteria utilized by Process
Viewer. Deleting or editing the component will compromise the reporting structure
of your process.
z
Global Logging Capture – This component turns on logging for your process.
Removal of this component will mean that no exceptions or errors will be logged
when your process is run.
z
Create Log Message/Create Log Entry – These components allow for errors/issues to
be properly logged and classified.
z
Set Process State/Status – This component is placed after dialog workflows and is
intended to be used to capture data for Process Viewer. The message associated
with this component is displayed in Process Viewer to indicate what stage the
process is in and has passed. While this component can be modified, particularly if
the action being recorded needs to be clarified further, the actual status of
“started”, “in progress”, or “completed” should not be altered.
z
Add Process Reference – This component establishes criteria used in Process
Viewer, such as what type of business service is affected by an incident. Deleting or
editing the component will compromise the reporting structure of your process.
