ServiceDesk - Software Request Process - Reports

Published on Wednesday, 30 August 2017
ServiceDesk Software Request Process

With the new "Software Request Process" in ServiceDesk 8.1 there have been some new Reports added to the SMP.

If you login to a new SMP 8.1.

Reports | Service and Asset Management | ServiceDesk

  • Delivery Policies for Software Release
  • Filters for Target
  • Releases for Software Product

Delivery Policies for Software Release

SELECT 
         itmr.ParentItemGuid as PolicyGuid, 
         itm.Name as PolicyName
FROM 
         ItemReference itmr
         INNER JOIN Item as itm on itm.[Guid] = itmr.ParentItemGuid
WHERE 
         itmr.Hint='manageddelivery uses software resource'
         and  itmr.ChildItemGuid = '%releaseGuid%'

Filters for Target

select 
         itm1.Name as TargetName, 
         itm2.Name as CollectionName,
         tf.FilterType as FilterType, 
         tf.Operation as Operation, 
         tfc.CollectionGuid as CollectionGuid
from 
         TargetFilter  tf
         inner join TargetFilterCollection tfc on tf.Guid = tfc.TargetFilterGuid
         inner join Item itm1 on itm1.Guid = tf.ResourceTargetGuid
         inner join Item itm2 on itm2.Guid = tfc.CollectionGuid
where 
         tf.ResourceTargetGuid = '%targetGuid%'

Releases for Software Product

DECLARE @raIdProductContainsComponent uniqueidentifier
SET @raIdProductContainsComponent = '9d67b0c6-beff-4fcd-86c1-4a40028fe483'

SELECT 
         rel.[Guid] as ReleaseGuid,
         rel.[Name] as ReleaseName
FROM
         [RM_ResourceSoftware_Release] rel
         INNER JOIN [ResourceAssociation] as raProductContainsComponent
                 INNER JOIN [vRM_Software_Product_Item] as prd
                          on raProductContainsComponent.ResourceAssociationTypeGuid = @raIdProductContainsComponent
                          and prd.[Guid] = raProductContainsComponent.ParentResourceGuid
                 on       rel.[Guid] = raProductContainsComponent.ChildResourceGuid
WHERE
         prd.[Guid] = '%productGuid%'

This is used in the following Workflow:

ServiceDesk.SoftwareRequest.Delivery

Model: Delivery Authorization
Form: Delivery Authorization
SelectedFilter - Items

List Targets for Policy (Altiris7.WebServices.Scoping.GetResourceTargetsComponent)

  • https://localhost/altiris/asdk.ns/ScopingManagementService.asmx?op=GetResourceTargets
    PolicyItemGuid: [SelectedPolicy.PolicyGuid]
    Result: TargetsForPolicy

List Filters for Target (ServiceDesk.SoftwareRequest.Core.Components.ListFiltersForTargetComponent)

  • Report in SMP
    Target Guid: [EachTargetGuid]
    ResultVariableName: FiltersForEachTarget

Mapping Component: Ticket Status: Authorized/Delivery
SelectedFilter - CollectionGuid gets mapped to RequestedSoftware - DeliverdByTargetId

Model: Delivery Flow
Embedded Rule Model: Deliver Software

Add target device to filter (Altiris7.WebServices.Collections.AddInclusionsComponent)
- https://localhost/altiris/asdk.ns/CollectionManagementService.asmx?op=AddExclusions
Collection Item Guid: [SoftwareTicket.DeliveredByTargetId]
Item Guids: [SoftwareTicket.TargetDeviceId]

Related Articles

Useful SQL queries concerning Collections/Filters
https://www.symantec.com/connect/articles/useful-sql-queries-concerning-collectionsfilters

Locate a Target's guid so that you can then update its membership
https://www.symantec.com/connect/articles/locate-targets-guid-so-you-can-then-update-its-membership