In ServiceDesk 7.5 you have the ability to create incidents for yourself or any other user in the system. Once an incident is created the user who the incident is created for is called the Affected User.
Once an incident is created there is no functionality to change who the Affected User is associated with an incident. This leaves you with only two options. The first option is to close the incident and recreate the incident with the correct Affected User information. The second option is to add the correct Affected User as an additional contact on the incident and put notes into the case. Neither of these options is convenient or affective.
A new Workflow projected called SD.IncidentManagementSimple.UserManagement has been created to address this deficiency.
The project is designed to be setup as a Process Type action.
The SD.IncidentManagementSimple.UserManagement project was created to address a need for updating the Affected User information associated with a contact. This project incorporates the ability to add and delete existing contacts, as well as updating the Affected User.
Let's go over the main parts of the Manage Contacts form:
Now let's go over the main parts of the Update Affected User form:
There are no special requirements for publishing the SD.IncidentManagementSimple.UserManagement project. You simply need to open the project inside Workflow Designer and publish the project as you would any other project.
There are two modifications that need to be made in the Process Manager portal. These modifications require administrator privileges to complete.
The new Process Type Action is working and I can now change the affected user and process contact. I modified the Process Contacts web part as instructed, but is this necessary? It would be nice to still have the option of deleting or adding a Process Contact directly from the incident page.
Is this fixed in the upcoming Apollo release?
You can ignore this message and simply tell Designer to proceed with opening the project.
I'm receiving a warning message when I attempt to open the package. It's recommending I don't open it because the project was created with a later build (7.5.2002) than the version of the tool (7.5.2001). Should I ignore and open anyway or what do you suggest? See attached screenshot.