How to Create a Change from an Incident

Version 6

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Environment:

    Service Desk 7.4 and newer

     

    Review Date:

    17.09.2014

     

    If you have an Incident that has already been logged, but you realised that this will need to be a Change rather than an Incident you can have a design in your Process to allow your users to "move" the Incident over to a Change rather than having to recreate everything.

     

    This design will create a new Change for you with the main details automatically added to the Change and when doing this it will automatically close the Incident.

     

    You will need to start with Creating a dummy action called "Create Change from Incident". You do this in 'Process Designer' - 'Business Objects Section'.

    Select to create a new action. Leave "Allow association with window" as 'false'

     

    Create Action.jpgCreate Action2.jpg

     

    Launch your Incident Process and add your newly created action as a normal manual action from the Status of where you want your users to be able to create the Change. (If you want them to be able to do this from multiple Statuses then you can do this set up from more than one Status)

     

    Create Action3.jpg

    Then add an automatic action and select "Create Change". You will get the main Change window up on screen for you to fill in.

    This is where we will need to fill in all the details you want to copy over from your Incident window.

     

    Right click on the field you want to populate and choose "Value Type".

     

    change.jpg

     

    In the "Control Value Selection" window that you get up, you want to choose to "Specify a runtime value for control" and then select which field to take the information from.

     

    For example, if you want to populate the Description field of the Change with the value from the Incident Description field, you will need to create Runtime Value: {IncidentChanges/Incident/Description}

    You get this runtime value by expanding the Incidents Collection - Incident and then ticking Description.

     

    Note that you will always need to find the attribute belonging to the object that you want to populate the value from. So in this example we are going back to Incident via the collection that binds Incident and Change together and selecting the Incident attribute.

     

    description Incident Change.png

     

    Click OK.

    Repeat with the remaining fields you wish to populate.

    When you are done, Click OK on the Change window.

     

    Our Process will not look something like this:

     

    process.jpg

     

    This will now make sure that the Change is created as should.

     

    If you have a specific Change Process that you want your new Change to be created in, you can set this by highlighting the automatic "Create Change" Action, go to Properties and select the relevant Process in the "Default Process" option. If nothing is selected here, it will automatically log the Change in the Process set to be the default Process.

     

    process3.jpg

     

     

    We now want to make sure that the Incident is automatically being closed. We do this by adding in an automatic close action:

     

    When adding the Automatic Close action you will again need to fill in the window. Simply type in the Title box of the Close window "Change created" and click OK. (You can if needed fill in more information on this window. This is what will show in the Closure note of the Incident.

     

    Link the Close action to the Close Status.

     

    process2.jpg

    Save and activate your Process

     

     

     

    The next step to do is opening the relevant Change Process in Process Designer. Highlight the "OPEN" status and go to Properties.

    In the "Optional Action Instances" click on the 'browse' button to get the Optioan Action Instances window up.

     

    Make sure that you have the "Add Incident" action in the "Selected Action Instances" list. If you haven't found the action to the left and move it over using the little > button.

     

    add incident.jpg

     

    Click OK, save and activate your Change Process.

     

    Now when you log a new Incident you will see the "Create Change from Incident" action in the action list:

     

    Incident.jpg

     

    Clicking on this, will automatically log you a Change in the relevant Change Process with the relevant information and close the Incident.