Workflow and ServiceDesk Community

 View Only

ServiceDesk Customization: Add Custom Data Method 1 - Custom Data Type Part 2 

Sep 24, 2012 03:41 AM

This is the second video in the two part series demonstrating adding custom fields to a ServiceDesk ticket.

 

Video Overview:

1) Create Process Profile

2) Modify Process View Page for new Variables

 

Link to Part 1: https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-method-1-custom-data-type-part-1

Statistics
0 Favorited
0 Views
1 Files
0 Shares
0 Downloads

Tags and Keywords

Comments

May 01, 2019 02:20 AM

You could write a custom SQL Report and use only the tables you need

Using Custom SQL in ServiceDesk Report Builder and Still Use Parameters!!!
https://www.symantec.com/connect/articles/using-custom-sql-servicedesk-report-builder-and-still-use-parameters

Apr 30, 2019 11:38 PM

How do we include the  extended data in a report?

Apr 08, 2019 08:56 AM

I was able to correct the error when trying to create another ticket.  By removing the second Copy Element after the Post Process in the workflow.  It is now working.  Thank you for all your help!

 

Maritza

Apr 08, 2019 08:42 AM

Test the copy and see if it works without having to do anything else to it.

Apr 08, 2019 08:15 AM

Hello Andrew,

Thank you for helping.

I changed the copy to Incident.SessionId.  For the MergeText, what are the configuration I should chose?  I put for the output ExtendedOracleData.SessionID, but not sure for the Merge setup?

Maritza

Apr 05, 2019 05:04 PM

You should just have a session id available to use already, probably under Incident.SessionId. Use that instead of the SubmitTicketIncidentResult you're using in the copy.

Additionally, in the case of Text/String, you can just use a MergeText component to accomplish this, or you can use a Single Value Mapping component and map it over that way as well, assuming i'm correct that you're simply trying to get the session id mapped into the extended oracle data object.

Apr 05, 2019 04:44 PM

I have added the Text Exist Component.  Saved and Validated model.

Attached the screenshots of the workflow of sd.feeder.technician. Incident form. and debug log.

Apr 05, 2019 03:05 PM

the text exists generally should come right before the copy data element. this ensures that the data you're trying to copy does actually exist. the other way to handle this is to just use an "Exception by Components" and have that exception component catch specifically the copy component that's failing, and lead the workflow to wherever it should then go.

it would help if i could see screenshots of your process as well during debugging, where the process fails.

Apr 05, 2019 01:49 PM

Andrew

If you are talking about the input data, it does not have the Null Allowed checked.  Should I check it?   I ran debug and the ticket created fine.  I had not thought of trying to test the create another ticket button in the test window.  That's where it fails. 

Please provide some screenshots of where I should select the Text Exists and key off of the value.

Thank you for your help.

Maritza

Apr 05, 2019 01:16 PM

the feeder error indicates to me that your "copy data" component is trying to copy a null value. you should almost always do some error checking prior to using the copy data component; i usually just use a Text Exists and key off of a value that should exist in the data copy. if the text exists, copy the data, if not, do something else.

Apr 05, 2019 01:03 PM

I've perfomed the IISRESET and restarted the workflow service.  Still getting error.

Here's from the Process Manager Log:

Error [Reports.Entities] Error validating Process Data.

System.Exception: Process.ServiceID exceeded max length of 36 - truncated.

 

Here's from the sd.dataservices log:

Error Failed to open performance counter 'Decision Process Avg. Completion Time Base'

System.Invalidoperationexception: The requested Performance counter is not a custom counter, it has to be initialized as Readonly.

at System.Diagonstics.PerformanceCounter.Initialize()

at LogicBase.Core.ExecutionEngine.PerformanceCounters.openCounter(String counterName)

 

Attached the SD feeder tech form log

 

Apr 05, 2019 09:06 AM

Sometimes when adjusting the data structure of libraries which are in-use by published projects, you need to give it a good kick to get it working: Perform an IISRESET as well as a service restart for Symantec Workflow service. Also, as Alex has suggested, logs would help.

Apr 05, 2019 08:44 AM

What error is in the logs, if you go to the folder on the server, redact any confidentail info or just share the short error message

Apr 05, 2019 08:34 AM

Hello Andrew,

 

I applied the component and now we are getting this error below after a ticket is created and they click Start Another Ticket or close. See Below:

An error hs occurrred.

Please try your request later or contact Service Desk Admininstrator at

 

 

Mar 29, 2019 08:16 AM

This is how I do it, so that you never have to "re-save" again either if you make a change to the custom data later on (it'll cause issues the first time you attempt to do so).

At the front of your project, put in what i call "refresh" components, which are simply the auto-generated "Search (Data Object)" components that are created when you compile your data type.

Then, the very first thing on your canvas (so that your data table updates automatically every time the project runs) will be that Search component, with useless data. The component doesn't actually need to do anything besides communicate with the engine and the database; feeding it bogus data works for this purpose. In this case, I use an Embedded Model (so that the variables don't go downstream; we don't need them) and place all the Search components i need for the project inside.

The "Found" and "Not Found" paths don't matter here; just connect them both to the next component.

Then, choose your favorite data part to query by, and enter a nonsense value that will never return. We don't want this component actually fetching data, because we don't want it running very long, so we can get to the meat of the project.

That's it! your project should remain auto-updated as long as you're refreshing and republishing your projects after any changes to the data library.

This method satisfies the "saving one row of the data into the database" directive that was provided by Toomas, but happens automatically instead of needing to perform that step every time a change is made.

Mar 29, 2019 07:46 AM

Toomas, how would I go about saving one row of the data into the database?  This is my first time with customization and workflow projects.

Thanks an advance,

Maritza

Mar 29, 2019 02:34 AM

Workflow does not create table when data type is loaded. Table gets created when you save data of your data type. Basically, you need to save one row of your data into the database first and then table is created.

Mar 28, 2019 09:27 PM

When I try to add a profile definition, I am getting Table does not exist.  The table is not in the Process Manager DB. 

I watched part 1 and 2 of add custom data method and followed the steps, but when I get to the Add Profile Definition in Process Manager not able to add the Table name.  Is there a step that I am missing to get the data to the DB?  I ran Validate Model and Debug no errors.

Please help.  Trying to add custom fields for a third party to our SD tickets.

Jun 21, 2017 01:06 PM

Added video file as attachment.

Related Entries and Links

No Related Resource entered.