IT Process Automation

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  • 1.  HAVING ALL FIELDS/ APPROVALS ON ITPAM PAGE

    Posted Jun 17, 2019 07:19 AM
    Hello all,

    Good morning and trust work is going on smooth.

    There is a customer request as regards ITPAM and Service Desk interfaces.

    Presently, we are running in a test environment for a Change Management module where a change order is raised from SDM and approvals are done from the ITPAM interface.

    The major concern for the customer is switching between ITPAM and SDM interface to check for additional information like attachments, logs etc.

    Is it possible to have every fields including attachments on the ITPAM interface so approving officers does not need to switch to SDM interface to check for attachments and other required fields.

    Awaits your swift response.

    Warm Regards,

    Amosu



  • 2.  RE: HAVING ALL FIELDS/ APPROVALS ON ITPAM PAGE

    Posted Jun 17, 2019 02:18 PM
    It is certainly possible to enhance your ITPAM processes to collect all the fields and links from the Service Desk ticket and then display them on the form. It seems like a lot of replication and duplication of effort.

    I suggest simply adding a field on your form and populating it with the "web_url" attribute from the ticket. That way the user can simply click on the link and have another window open to view additional ticket details.

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    Lindsay Estabrooks
    Principal Consultant
    IT-EDU Consultants
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  • 3.  RE: HAVING ALL FIELDS/ APPROVALS ON ITPAM PAGE

    Posted Jun 18, 2019 04:41 AM
    We created the approval object in ServiceDesk. The approval is made in ServiceDesk interface and then the message is sent back to ITPAM to proceed with the process.

    Marcin