Creating a cross-module triage Process

Version 3

    Verified Product Versions

    Service Desk 2017.x

    From 2016.2 you are now able to design a process which is based on the Process Object rather than directly on a Child Object.

    The ability to do this will open up the option to triage your case as your support Analyst might not always know what lifecycle a case should be logged towards at the time of taking down the details.



    To create a triage process:

    1. In Window Manager, create a window for the Process Management\Process object.
    2. Add the fields for the information you want to collect.
      You can add only fields that are on the parent Process object, and not from the children of Process, such as Change or Request. We also recommend that you add all attributes inside of a group box and that you keep this window as simple as possible as it needs to suite all of your child processors.


    3. Add the Lifecycle attribute to the window, then save the changes.
    4. In Web Access, add a process shortcut to the shortcut bar, or a process link to a dashboard. Set the Module to Process Management and the Object to Process.
      You do not need to select a Lifecycle on this. In fact you are not able to create a lifecycle on your Process Object, so you will not have a lifecycle to select.
    5. Click OK and your Process link has been created.



    If you add the shortcut to the shortcut bar in Self Service, it will appear in the Self Service section of Workspaces.



    When you run the triage process, you complete the process window and select the required process from the Lifecycle drop-down, which lists all active processes.
    When you click Save, the information you have captured is saved and the appropriate window and actions appear for the process you selected.



    You are able to filter the Lifecycle drop down list, for more information on this, please see here