Hi,

Our existing process requires that Backout plans and voting are mandatory on our change requests. I have had a look but cannot see a way of settings these options as mandatory requirements for change requests.

Does anyone have any ideas where i might start looking to set these?

Thanks in advance.

I'm trying to create an Integration Project with the Query/Script Generator to link to an MS Access 2003 database on the local machine.

No matter which ODBC connection string I use it wont connect. The 'Test Connection' fails.

1. I have a 32 bit ODBC connection to the database that works (tested linking in Excel).
2. I tried the DSN Connection string with the ODBC Datasource name. No luck.
3. I tried the MS Access connection string with both the filename and the full path and name. No luck.

Has anyone had any success linking Workflow to an Access database?

Thanks!

Phil

Have you ever tried to add a Profile and got an error:

"Value cannot be null. Parameter name: value"

You can't have a uniqueidentifier as a datatype for your Foreign Key or include this another in your Profile.

You can't have your Foreign Key Field (usually SessionID) as the first Field in your Table/View.

Check the data types on the fields you are selecting. If you see any "nchar" change them to nvarchar.

This shouldn't be a problem with respect to the data, anything you can fit in an nchar will also fit in nvarchar of the same size.

If you look in the Logs

  <INSTALL FOLDER>:\Program Files\Symantec\Workflow\Logs\processmanager.log

you should see a similar error:

Error,20 April 2015 08:11:43,[global] Application 'LogicBase.Ensemble' error
[global] Client Host Information:
[global] IP: ::1
[global] HostName: ::1
[global] -- error.ToString() --
[global] System.Web.HttpCompileException: e:\Program Files\Symantec\Workflow\ProcessManager\ProfileServices\<PROFILE NAME>Service.asmx(76): error CS1001: Identifier expected
[global]    at System.Web.Compilation.AssemblyBuilder.Compile()
[global]    at System.Web.Compilation.BuildProvidersCompiler.PerformBuild()
[global]    at System.Web.Compilation.BuildManager.CompileWebFile(VirtualPath virtualPath)
[global]    at System.Web.Compilation.BuildManager.GetVPathBuildResultInternal(VirtualPath virtualPath, Boolean noBuild, Boolean allowCrossApp, Boolean allowBuildInPrecompile)
[global]    at System.Web.Compilation.BuildManager.GetVPathBuildResultWithNoAssert(HttpContext context, VirtualPath virtualPath, Boolean noBuild, Boolean allowCrossApp, Boolean allowBuildInPrecompile)
[global]    at System.Web.UI.WebServiceParser.GetCompiledType(String inputFile, HttpContext context)
[global]    at System.Web.Services.Protocols.WebServiceHandlerFactory.GetHandler(HttpContext context, String verb, String url, String filePath)
[global]    at System.Web.Script.Services.ScriptHandlerFactory.GetHandler(HttpContext context, String requestType, String url, String pathTranslated)
[global]    at System.Web.HttpApplication.MapHttpHandler(HttpContext context, String requestType, VirtualPath path, String pathTranslated, Boolean useAppConfig)
[global]    at System.Web.HttpApplication.MapHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
[global]    at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)

When a Profile is created an .asmx file is created in the following folder:

  <INSTALL DRIVE>:\Program Files\Symantec\Workflow\ProcessManager\ProfileServices\<PROFILE NAME>Service.asmx

There is also a record added to

  [ProcessManager].[dbo].[ProfileDefinition]

To add a new Profile

Process Manager | Admin | Data | Lists and Profiles

Add Profile Definition (Existing Table)

Hi All

I need some help regarding saving a excel file to a custom location that is choosen by the end-user.

I have so far used the "Write excel component" and "Write File component".

This have not given me the desired result.

I need to give the user a save option, so the can place the file in a custom folder on the desktop/laptop for additional work in excel later on.

Hope someone can guide me in the right direction for a soution ?

BR bkcbkc11

So you've created an  Integration Component with SQL Generators etc included.

You add a new Generator to the list, get to the end and after you 'Recompile and close' the following warning shows: 

Open up  Symantec Workflow Explorer and go to the Log Viewer tab.

(<Install Drive>:\Program Files\Altiris\Workflow\Logs\logicbase.tool.generator.exe.log)

Application Name : LogicBase.Tool.Generator.exe
Process ID : ##
Date :DD/MM/YYYYHH:NN:SS
Log Level :Error
Log Category :LogicBase.Tool.Repository.OperationManager
Machine Name : <SERVERNAME>
Message : 
System.ArgumentException: String with name 'XXX' has already been added
Parameter name: name
   at Symantec.Workflow.HelpEditor.Internal.ResxFile.AddString(String name, String value)
   at Symantec.Workflow.HelpEditor.Internal.FileWriter.WriteToolboxCategories(String baseCategoryPath, IEnumerable`1 categories)
   at Symantec.Workflow.HelpEditor.Internal.FileWriter.WriteToolbox(XmlWriter xml)
   at Symantec.Workflow.HelpEditor.AssemblyWriteFile.ExecuteAsync()
   at Symantec.Workflow.Manager.Common.Operation.BeginExecution()

The Help Editor will still open but you won't have the folder containing the component, like it would usually, given the Component name.

The reason from the Logs show there is an issue with a name that is trying to be created in the Help Editor File.

The component still exists it just won't be in it's own folder.

You will need to manually create this.

Select Components from the Type section and it will show:

Under Toolbox select the top level folder right-click and Add:

Give it a Name:

Now drag the component from the Components section into this new folder:

It may appear in the top level folder as well (Test_INT) so just move it from there into the sub-folder.

In this Article I will show you how to use a custom data type within the Script Component.

So you've created a "User Defined Type" from the Authoring section in a  Workflow Integration Component

 UserDefinedType
   TextProperty (Text)
   IntegerProperty (Number (integer))

Make sure to note the Namespace:

 Generators
   UserDefinedType
     UserDefinedType

Now create a Workflow.

Use an  Add Data Element and create a element of your new Data Type.

Add some values

Search for a  Script Component. The Library may not have been added so should show in the  Unloaded Libraries section.

You could also add "LogicBase.Components.Scripting.dll" in the Libraries tab of the Project section.

Join this to your previous component.

Double click on this to start up the Wizard.

Add your variable name and choose it's Type:

Click on Edit Parameter Mappings.

Select the Parameter then choose the Data Source:

Click OK then Next.

Choose your "Result variable type" and "Result variable name":

Now to the Source Code.

You can choose which one you prefer. (C#, VB.NET, JScript)

Here is where you need to add your previous namespace.

Now you can use your Type in the code:

There is a handy test you can perform at the end to check it is working.

The goal of this article.

To give an overview on how Request Access to Network Share project works, what are the prerequisites for it to work properly and what does the process look like from the user/technician/administrator side.

The goal is not to give an extensive overview of what is possible with the project, a detailed component-by-component details or how to modify it to your needs. With some knowledge about Workflow projects it is fairly well readable project.

A known issue.

First, in both ServiceDesk 7.5 and 7.5 SP1 there is a wrong variable used in several send e-mail components in SD.RequestAccessToNetworkShare project that prevent notification e-mails from being sent properly. In ServiceDesk 7.5, this prevents notifications from being sent, in ServiceDesk 7.5 SP1 it may actually break the process.

To amend this, open the project in Workflow Manager and:

1. At the top of the left pane, click 'Find Components', check 'Filter By Type' an select 'Send Email' from the 'Type' list. You should see 15 results (in Primary Model > Notify Requester/Recipient).
2. Double click on first search result Send Email component, it will open the correct model and highlight the component. Double-click on the component.
3. Go To Email Settings tab and click '...' button next to 'SMTP Server Name' field.
4. Click on the '[ProfileProperties].service_desk_settings_smtpmail_server' in the list and click 'Remove'.
5. Click Add, select [ProfileProperties] > service_desk_settings_smtp_mail_server in the dialog and click OK.
6. Click OK until you are back in the main project window.
7. Repeat steps 2-6 for the rest of the search results.
8. Save the project (File > Save or floppy icon on the toolbar).
9. Publish the project to your ServiceDesk server (File > Publish Project). In most cases all you need to do in the dialogs that follow is to select '(local)' under 'Standalone Servers' and click Next > Next > Next > Next until the publishing proceeds and then click Finish after it completes.

Projects with the change already made:
 https://symantec.box.com/s/c53q82txk4hbg5hzz3i3s5qkpmdscepw (SD 7.5)
 https://symantec.box.com/s/sdv0u6ebsrbxywxigp4nbdfg482lmr17 (SD 7.5 SP1)
With these projects, just open them on ServiceDesk and only step 9 from above has to be done (Publish the project).

These fixes will probably appear in the ServiceDesk Point Fixes KB articles as well.

Prerequisites:

• Active Directory profile must be set up:
  Start > All Programs > Symantec > Workflow > Workflow Designer > Tools > Credentials Manager
  It is recommended to set AD Profile up with domain admin to avoid permissions issues.
• All involved users (users to have their password reset and their managers) must have Email Addresses and telephone numbers populated in Active Directory. If this is not the case, there will be various issues, sometimes without a descriptive error message.
• All involved users must have Manager information set in Active Directory.
• SMTP server and 'mail from address' settings in ServiceDeskSettings must be set (Admin > Data > Application Properties > ServiceDeskSettings)
• Shared Folders need to be created in AD as AD objects and need to have a Share Manager set (and Share Manager needs to have e-mail address).
• Domain account configured in AD Profile must have enough (preferably Full Control) permissions on Shared folders.

Process steps and description

Here is a verbose description of the out-of-box process from user and technician view. Provided that the prerequisites listed above are met, you should not run into problems. I have included the ticket statuses and completion percentages here to help understand the ticket progression and its notation in the portal.

1. 'Specify AD Server' page will display and allow selection from list of AD Profiles that are set up.

2. On 'Request Form' page fill out recipient info and selection of the shared folder and access level. 

3. After selection, 'ReviewRequest' page is shown where details on the request are displayed. When details are confirmed, a ticket named ITSR-000### is created. 

Status: Request Sent to Manager for Approval - 20%

3a. If user's manager is also Share Manager, 4. (user's manager approval) is skipped.

Status: Request Sent to Share Manager for Approval - 40%

4. If user's manager is not the Share Manager of requested share ticket is assigned to the user's manager and a notification e-mail is sent to the manager with subject - Access to Network Share Request: ITSR-000### assigned to you.

4a. If user's manager denies the request, ticket will be closed.

Status: Request Denied by Recipient's Manager - 100%

4b. If user's manager approves the request, ticket will go to Share Manager.

Status:  Request Approved by Recipient's Manager - 40%

5. Ticket is assigned to the Share Manager and a notification e-mail is sent to the Share Manager with subject - ITSR-000### Approval Required to Grant [User Name] Access to Network Share

5a. If Share Manager approves the request, access to the share will be granted to the user and ticket will be closed.

Status: [User Name] granted access to '[Sharename]' folder in AD. - 100%

5b. If Share Manager denies the request, ticket will be closed.

Status: Request Denied by Share Manager - 100%

Note: there is a graphical process drawing in the Business Model that may be better for overview when you look at the project in Workflow Designer.

Customizing E-mail Notifications

The first steps are similar to fixing the known issue - to open the project and find the Send Email components.

1. At the top of the left pane, click 'Find Components', check 'Filter By Type' an select 'Send Email' from the 'Type' list. You should see 15 results (in Primary Model > Notify Requester/Recipient).
2. Double click on the desired Send Email component, it will open the correct model and highlight the component. Double-click on the component.
3. In Email Contents tab Contents section, Subject and Html Content are the fields you want to modify. Click '...' button at the right to edit and a fairly straightforward WYSIWYG editor opens.

Editing is the simple part, understanding which e-mail is sent when requires some understanding of the project - or trial and error with e-mails you have received while testing :)

Note: Add User To Share Global variable

Project has a global variable called AddUserToShare that can be set to False before republishing. This enables a large part of the additional flow in and after the Share Manager choice to grant user access that deals with how exactly the access is granted.

This requires AD Administrators group to exist in ServiceDesk and essentially users in that group to be Domain Admins.

6. In the dialog asking Share manager to give user access to the share you can now select a group (that has access to the share) to put the user into instead of creating permissions for the user itself on the share. 

6a. If the selected group does not have a manager, ticket is assigned to the AD Administrators. AD Administrators then have an option to add user to the selected group, select a different group, assign a manager to the selected group or deny the request.

6b. If the selected group has manager (or AD Administrators have chosen to add one in step 6a) to grant membership to the selected group ticket is assigned to the manager of that group in AD. Manager of the group then can approve or deny the request.

The goal of this article.

To give an overview on how reset Password project works, what are the prerequisites for it to work properly and what does the process look like from the user/technician/administrator side.

The goal is not to give an extensive overview of what is possible with the project, a detailed component-by-component details or how to modify it to your needs. With some knowledge about Workflow projects it is fairly well readable project.

SD.Resetpassword project

Reset Password is an open project and can be opened with Workflow Manager to see how exactly it is built. It also includes a Business Model that gives a good overview of the process at high level. To open this Workflow project, start Workflow Manager and File > Open > SD.ResetPassword.package. The package will be unpacked to a folder with the same name and will remain in the Recent view in Workflow Manager.

Prerequisites:

• Active Directory profile must be set up:
  Start > All Programs > Symantec > Workflow > Workflow Designer > Tools > Credentials Manager
  It is recommended to set AD Profile up with domain admin to avoid permissions issues.
• All involved users (users to have their password reset and their managers) must have Email Addresses and telephone numbers populated in Active Directory. If this is not the case, there will be various issues, sometimes without a descriptive error message.
• A group needs to be created in the ServiceDesk portal called AD Administrators (tasks to call users are assigned to this group).
• SMTP server and 'mail from address' settings in ServiceDeskSettings must be set (Admin > Data > Application Properties > ServiceDeskSettings)

Process steps and description

Here is a verbose description of the process from user and technician view . Provided that the prerequisites listed above are met, you should not run into problems. I have included the ticket statuses and completion percentages here to help understand the ticket progression and its notation in the portal.

1. 'Specify AD Server' page will display and allow selection from list of AD Profiles that are set up.

2. On 'Request Form' page user whose password needs to be reset can be entered using username, e-mail address, first/last name or employee ID. If multiple users are found 'Duplicate Users Found' page with the list is displayed, allowing to select the correct one. On the same page notification method can be selected:

• Email the user's manager for approval
• Call the user

3. After selection, 'Confirm Request' page is shown where details on the request and the affected user are displayed. When details are confirmed, a ticket named ITSR-000### is created and assigned to the user's manager. A notification e-mail is sent to the manager with subject - ITSR-000### - Approval Required to Reset [User Name]'s Password

Status: 'Awaiting Approval' - 20%

4. In the ticket, manager has an 'Approve Request' Smart Task where request can be approved.

• If request is denied, ticket will be closed.

Status: 'Closed' - 100%

• If request is approved, password is reset:

Status: 'Approved by [User] in [Date]' - 40% > 'Password Generated' - 50% > 'Account Updated' - 60% > 'Notify via [Notification Method]' - 80%

• In case of problems resetting the password, a 'Determine Issue and Resolve it' task is created and assigned to AD Administrators for resolution.

Status: 'Failed to obtain user information from AD' - 70%

4a. If 'Email the user's manager for approval' was selected as notification method, e-mail will be sent to user's manager with subject: ITSR-000### - New Password for [User Name] (Please notify this user immediately)

• No issues - ticket will be closed

Status: 'Closed' - 100%

• Problems e-mailing the password to user's manager - process falls back to 'Call the User' method

Status: 'Notify via Email the user's manager for approval failed - Contact via Phone' - 80%

4b. If 'Call the user' was selected as notification method, a new 'Contact User with New Password' task will be created and assigned to AD Administrators group to call the user with the new randomly generated password. 

• Calling the user was successful, ticket is closed.

Status: 'Closed' - 100%

• Calling the user was not successful, an e-mail with the password is sent to user's manager and a 'Provide Resolution' task is created and assigned to Service Managers for resolving the contact issues.

Status: 'Notify via Call the user failed - Contact via Manager Email' - 80%

Whether Service Managers can contact the user or not, the results are noted in the ticket and the ticket will be closed 

Status: 'Closed' - 100%

Customizing E-mail Notifications

Open the project and:

1. At the top of the left pane, click 'Find Components', check 'Filter By Type' an select 'Send Email' from the 'Type' list. You should see 5 results.
2. Double click on the desired Send Email component, it will open the correct model and highlight the component. Double-click on the component.
3. In Email Contents tab Contents section, 'Subject' and 'Html Content' are the fields you want to modify. Click '...' button at the right to edit and a fairly straightforward WYSIWYG editor opens.

Editing is the simple part, understanding which e-mail is sent when requires some understanding of the project - or trial and error with e-mails you have received while testing :)

Hello all - I'm having some troubles figuring out the magic that makes the WAS connection successful when attempting to publish to a remote server.

In the screenshot above, ATMA is the machine I'm publishing FROM, and WF76A is the machine I want to publish to.  Note that SDB is another remote workflow server and connects fine.  I've gone over all the settings on each remote server and am unable to find any obvious discrepancies.

I'd assumed that the Process Manager login info here was determining the authentication method, but I haven't had any success getting that to work:

So I'm hoping someone can shed some light on what I'm doing wrong here.

Thanks!

I'm looking for some documentation, or a step by step, on the ASDK web service calls to create a software package and associated command line, and ideally even upload the files into the newly created package, and set the package server replication state to all package servers. (NS 7.6)

Can all this be accomplished via the ASDK? What parts would still require manual effort?

Any pointers are apprciated.

In this article I will show you how to create and retrieve Cookies in the Web App Project Type

The Cookie components aren't available in the Web App Project type.

In a Forms (Web) Project they are under

 Input Output

   Web Cookies

     Clear Cookie

     Get From Cookie

      Save To Cookie

Class: LogicBase.Components.Default.IO.ClearCookie
Library: LogicBase.Components.Default.dll
Publisher: Symantec Corporation

Some of the Default.IO is available but not these.

The Dialog Model type is not the same as the  Forms (Web) Project Type in a Web Application Project.

Since we can't use the components we will have to use another method.

Let's go to the trusty Scripting Component.

Add in the Library (LogicBase.Components.Scripting.dll) to your Project

Find the  Code (Script) Component

Set Cookie

We will create the 'Set' Component first, this will have 3 parameters:

CookieName - Text

CookieValue - Text

ExpiresMinutes - Number (integer)

No return type

In the namespaces add

System.Web

//Cookie Class

//https://msdn.microsoft.com/en-us/library/system.web.httpcookie(v=vs.71).aspx

System.Object

   System.Web.HttpCookie

Namespace: System.Web

C# code:

HttpCookie myCookie = new HttpCookie(CookieName);
DateTime now = DateTime.Now;

// Set the cookie value.
myCookie.Value = CookieValue;
// Set the cookie expiration date.
myCookie.Expires = now.AddMinutes(ExpiresMinutes);

// Add the cookie.
HttpContext.Current.Response.Cookies.Add(myCookie);

If you read the MS Articles below you won't see HttpContext.Current.

This is needed for it to work in Workflow.

Get Cookie

For the Get Cookie we need an input of

CookieName - Text

• 'Result variable type' of Text
• 'Result variable name' of Cookie

Again add the namespace of System.Web

Then the following C# code:

HttpCookie myCookie = new HttpCookie(CookieName);
myCookie = HttpContext.Current.Request.Cookies[CookieName];

return myCookie.Value;

And now you can use this throughout your project.

To view the Cookies in IE.

F12 - Cache | View Cookie Information

Links

Connect Forum

https://www-secure.symantec.com/connect/forums/need-tutorial-save-cookie-component-usage

MS

// Code: Writing a Cookie (Visual C#)
https://msdn.microsoft.com/en-us/library/aa287547%28v=vs.71%29.aspx

// Code: Reading a Cookie (Visual C#)
https://msdn.microsoft.com/en-us/library/aa287533(v=vs.71).aspx

// HttpCookie Properties
https://msdn.microsoft.com/en-us/library/System.Web.HttpCookie_properties(v=vs.110).aspx

ServiceDesk 7.6 feature highlights include:

• Active Directory Forest Support and Improved Synchronization Speeds.
• Global Business Hours Support Enhanced
• UTC Date/Time Support in Change Management
• SLA, Email Template, Ruleset, Process View Import/Export

The links to the documentation are as follows:

• ServiceDesk 7.6 Release Notes - www.symantec.com/docs/DOC8622
• ServiceDesk 7.6 Implementation Guide - www.symantec.com/docs/DOC8620
• ServiceDesk 7.6 User Guide - www.symantec.com/docs/DOC8621

In this article I will show you how to create a Timer or Countdown in the  Forms (Web) Project Type

Add a Form Builder component to the Workflow.

Add a Textbox to the Form.

Change the Control ID: “counter”.

Now edit the Web Form.

Go to the Behaviour tab.

Add timer() to the onload event for the Body.

var count = 30;
var x;
function timer() {
    x = setTimeout("timer()",1000);
    count = count-1;
    document.getElementById("counter").value = count;
}

Change count to the value you wish to count down from.

This could be done with a Label instead of a textbox.

document.getElementById("counter2").innerHTML = count;

In this article I will show you how to use Javascript in the  Forms (Web) Project Type to pass values from a Listbox to a Textarea.

• Token1
• Token2
• Token3

var Email_HTML = document.getElementById("Email_HTML");
var Tokens = document.getElementById("Tokens");
var selectedValue = Tokens.options[Tokens.selectedIndex].text; //.value;
Email_HTML.value = Email_HTML.value + ' ${' + selectedValue + '}';

In this article I will show you how to use the 'Extract Text By Pattern' component in the  Forms (Web) Project Type

If you have a need to find a value within string you can use the following:

https://www-secure.symantec.com/connect/articles/extract-text-pattern

Example:

 

Service Desk 7.5

What ruleset is used for email notifications for subtask? I have emails for assigned to group and to user. But when a subtask is assigned to a user they are not getting notified. Am I missing something?

Thanks

I am having the issue of users not being able to view the attachments. This only happens to users when they are assigned subtasks. What permissions lets users view and add attachments?

Dear Team,

I need your suggestions on configuring ServiceDesk workflows as per attached process requirements, can somebody please help me in customizing workflows as per my requirements.

Thanks, JB

In this article I will show you how to use the 'MultiStateColor' component in the  Forms (Web) Project Type

This allows you to change a panel on a Web Form to a specific colour.

This can be handy for a RAG Status or Traffic light system.

In a Form under Dashboard Components there is:

 MultiStateColor

Drag this onto your Form.

The Theme Style will be set to Panel.

Add in your 'Color States'

You can use the Color Picker here to choose a more accurate one.

Click on the "..." next to the 'Color Selection Model':

Add in a Matches rule that uses your variable to check - here being color:

Add you manual comparisons:

Duplicate your  'ColorStateSelectionEndComponent' and chose a Selected Output from the previously configured list.

Now you can run your Form and see the colour change accordingly.

Watch out when using a Theme

Change the Background to nothing or it doesn't work.

Original I tried 3 panels, one of each colour, with visibility rules given the matching value but this way gives more flexibility for more colour choices too.

So after several years, my org is moving away from the SMP and will be moving to a new endpoint management suite. However, we have yet to find a ServiceDesk replacement that met our needs.

Naturally, I'm now tasked with making sure that SD continues to function for as long as we need it to. From what I can tell, I'll need to keep an SMP around for licensing purposes if nothing else (yes, obviously we need to continue to pay for SD). Not a big deal there, but I'd really like to retire the existing SMP and setup a new one with a slimmer DB. One of my concerns is ol tickets having ties to SMP equipment resources. If I break that connection, then all that historical data goes with it, I imagine.

Any one have thoughts on the feasibility of that?

Next, assuming I find it easier to keep the old SMP around for whatever reasons, what can I do to keep SD from wasting cycles looking for SMP data that isn't needed? I'm wondering if I can turn off or redirect the asset view and data services projects so that it isn't looking for a new computer in the old DB.

Finally, anyone have any other thoughts on standalone servicedesk installs? Anyone ever actually run one and have any additional tips on switching? Also, while I'm tagging this as 7.6, I suppose it really pertains to any 7.1 or later version.