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How to add custom data to existing processes like Incident Management, Change Management etc 

Jan 30, 2014 01:28 PM

Step1. Create an Integration Library with User Defined Type with DB Mapping (ORM).

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Step2. Add Process Data Class to the IMExtendedDemoORM

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Step3. Add Properties as needed. For this example I have added Some Text, Number, Date, Logical and Choice List. Click next once you have all the required properties.

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Add Index for the Data if needed and created the DataType and hit Finish. Once it’s completed it will generate the required code for the same. 

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Step4. Now click the “Included Libraries” button and add the Symantec.ServiceDesk.IM.Automation.dll to bind this custom data with Incident Management Automation library 

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Step5. Click Add in the Generator and Select Automation Library Generator. When it asks to choose Service ID select “Use Existing Automation Library” and select Incident Management. Once done hit Compile and Close.

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Step6. Now login to the Process Manager Portal with an admin account preferably native admin account ( and go to Admin>Portal>Plugin Upload, and select Plugin Type as Automation Library and uploaded the IMExtendedDemo.dll file from “C:\Program Files\Symantec\Workflow\Shared\customlib”, Once uploaded restart the IIS to reflect changes in  Process Automation 


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Step7. Refresh the IE or Close it and re-open it and login with admin account and go to Admin>Process Automation and you’ll see that IMExtendedDemoDataType next to Incident Management

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You can see the New DataType are added to Condition and Actions of Ruleset, Email templates and Reports.  

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Apr 17, 2019 12:08 PM

Yes, that error pops up when I try to select drop down arrow by the automation library.  I will enter a support ticket.




Apr 17, 2019 11:29 AM

I've never seen that issue before, it leads me to think there is a conflict with other dlls, maybe when it was updated from the SP.

Support should be able to help with this issue better as you can let them check your setup etc.

Does that error pop up when you click the dropdown?

Apr 17, 2019 10:49 AM

Hello Alex,


Would you know why I am getting that error when trying to add integreation library Atuomation library generator within a current generator?




Apr 15, 2019 08:37 AM

Version 7.5.3001.115

Yes, I had updated the service and done iisrest several times. 

Apr 11, 2019 02:55 PM

Which exact version are you on?

7.5.3001.77 or higher version of Workflow. This can easily be confirmed by going to Help->About inside Workflow Designer.

After you updated the Automation dll mentioned before did you restart the WF Services?

Apr 11, 2019 01:58 PM

Getting this message when getting to Step 5.3.


Not able to select Incident Management

Apr 11, 2019 12:35 PM

That is just creating a new Generator in your current Integration Library.

Apr 11, 2019 10:24 AM

Yes Step 4 and then in 5 where it has 4 and 5 that comes up.  Just not 1, 2, and 3 in Step 5, doesn't appear.

Apr 11, 2019 09:38 AM

Can you do Step 4 ok?

Apr 11, 2019 08:26 AM

I have SD 7.5.1.  When going through the steps, I don't get the step 5 Click Add in the Generator and Select Automation Library Generator. When it asks to choose Service ID select “Use Existing Automation Library” and select Incident Management. Once done hit Compile and Close. 

I am just able to Complie and Close.  Then go to step 6, when I restart IIS and the Service, not seeing the step 7.

I have download the new corrected Symantec.ServiceDesk.Im.Automation.dll that can be found in TECH212326. and added it to the integration library.

Not seeing anyerrors in the logs.

Please assist



May 21, 2015 08:20 AM


having succeded following this excellent doc for the Incident Management Process I have just gone through the same with the Change Management Process, but am getting a series of compilation errors...

They are all of this nature...


'CMAspenData.CMAspenDataAutomation.SLACompletedLateArgumentsWithProfile.GetEmailTemplateData()': cannot override inherited member 'Symantec.ServiceDesk.Cm.Automation.CmSlaCompletedLateRulesetArguments.GetEmailTemplateData()' because it is not marked virtual, abstract, or override

There is also this warning


Assuming assembly reference 'Symantec.ProcessManager.WebServiceProxies, Version=7.5.3000.0, Culture=neutral, PublicKeyToken=307367a36958bdad' matches 'Symantec.ProcessManager.WebServiceProxies, Version=7.5.3001.0, Culture=neutral, PublicKeyToken=307367a36958bdad', you may need to supply runtime policy.

Not quite sure why this is but can't see any errors in following the process and it worked with the IM settings.

Any thoughts anyone?

Thanks in Advance



Jan 22, 2015 10:31 AM


Good to hear that the issue is resolved. 

As far as I know, you can have multiple data type or data class in the same integration library but only one Process Data Class which will be clubbed with the Automation library.




Jan 21, 2015 08:39 AM

Many thanks Sandeep

That fixed the problem :-) .... Also it would seem that you can only have one custom data set? I had two and it didn't like it - One is fine... Maybe I'm wrong here?



Jan 21, 2015 08:18 AM

Hi smassie,

It seems that the bad dll files which are generated by older Symantec.ServiceDesk.IM.Automation.dll are still in the plugins folder of the Process Manager Go to below mentioned location and delete the old ext custom Incident Data automation dll files from there and re-start the Workflow service and IIS (Make sure that You have download the new corrected Symantec.ServiceDesk.Im.Automation.dll that can be found in TECH212326).

<Install Drive>:\Program Files\Symantec\Workflow\ProcessManager\Plugins\Rules

<Install Drive>:\Program Files\Symantec\Workflow\Shared\customlib

Please note that you have to remove only the custom dll which you have created from integration library. 



Jan 21, 2015 06:28 AM

Realise I'd duplicated the question....

Downloaded and installed the new Automation dll and recompiled the custom dll....

Now I can't get into process manager at all. Get an error message saying unable to invoke keepalive method for userman.asmx (server extensions)

Anyone advise and help?



Jan 20, 2015 09:26 AM

I would recommend that you review your Process Manager log files for any errors that occur when you attempt to open the Automation page in the Admin menu. 

Also you will want to make sure that you have downloaded & applied the updated Symantec.ServiceDesk.Im.Automation.dll that can be found in TECH212326. Once you've applied this updated library you will need to regenerate your custom libraries and re-install them as plugins to the Process Manager portal.

Jan 20, 2015 09:12 AM

Hi I did this and now I have lost the Incident Management from the Process automation page... Any thoughts why (there are 2 added datasets)

Thanks in advance


Aug 12, 2014 04:02 PM


In order to be able to modify the extended data in the Classification project you will need to make sure you've added the new custom library dll file to the project. Once you've done that you will have the ability to load, edit, & save the custom data.

Jun 25, 2014 09:37 AM

I have added the custom data field to Incident Management and it works as expeted. The field is available in reports and in rules automation.

After that I tried to add this field in the Edit Incident form (SD.IncidentManagementSimple.Classification/Form.aspx) but the custom data field does not seem to be available in the form. Is it possible to add it?

Jun 23, 2014 01:10 AM

Yes, this can be done from either using "Send process to Workflow" and then workflow take care of the assign task and routing action. Or you can modify the code generated in the integration library from Advance option, Save source code, now open the saved code in visual studio modify it as per your requirement and compile it.

May 13, 2014 11:29 AM

When adding "Automation Library Generator" for a data type that is not extened from IM or CM, is there a way to get the assign task or route actions in the Process Automation rules? 

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