In this Article I'm going to explain how the new Software Request Process works in ServiceDesk 8.1 can be configured in Process Manager.
Table Of Contents
There are a numbe of options that can be configured for the Requests.
Rulesets can be ran at different points in the Request.
Different Teams can be added to the Tasks.
Emails can be sent to Managers / SAM / Requestors etc.
Application Properties
Firstly we will take a look at the new Application Properties that can be configured in Process Manager.
Login to Process Manager (As an Admin)
Admin | Data | Application Properties
ServiceDeskSettings
There are two new sections/categories
Software Delivery
| Property | Value |
|---|---|
| SoftwareDeliveryUrl | https://<SERVER>/servicedesk.softwarerequest.delivery |
| SdAssetManagementTaskTimeoutInDays | 365 |
| SdSoftwareManagementTaskTimeoutInDays | 365 |
| SdHoldTaskTimeoutInDays | 365 |
| SdConfirmationTaskTimeoutInDays | 3 |
| SdRemediationTaskTimeoutInDays | 365 |
| SdAuthorizationTaskTimeoutInDays | 365 |
| SdSoftwareProductCmdbPath | altiris/console |
Software Request
| Property | Value |
|---|---|
| SoftwareRequestUrl | https://<SERVER>/ServiceDesk.SoftwareRequest.Approval |
| SrInitialApprovalTimeoutInDays | 365 |
| SrHoldTaskTimeoutInDays | 365 |
| SrPendingTaskTimeoutInDays | 365 |
Groups
Next go to
Admin | Users | Accounts | List Groups
- Application Users
- Software Asset Managers
- Software Librarians
Rulesets
Admin | Process Automation
- Software Delivery
- 11 Rulesets
- 0 Email Templates
- Software Request
- 8 Rulesets
- 0 Email Templates
Software Delivery
Service Dashboard : SD-SR-DELIVERY
- OnDeliveryAuthorizationDenied
- OnDeliveryAuthorizationGranted
- OnDeliveryAuthorizationPaused
- OnDeliveryAuthorizationResumed
- OnDeliveryCompleted
- OnDeliveryConfirmed
- OnDeliveryFailed
- OnManagedSoftwareDeliveryStarted
- OnRemediationNeeded
- OnSoftwareManagementTaskCompleted
- OnUnmanagedSoftwareDeliveryStarted
Software Request
Service Dashboard : SD-SR-APPROVAL
- OnApprovalTaskTimedOut
- OnPendingTaskTimedOut
- OnRequestApproved
- OnRequestDenied
- OnRequestFulfilled
- OnRequestPlacedOnHold
- OnRequestReceived
- OnRequestResumed
You can configure these to send emails etc if they are triggered.
