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LANDesk service management actions
LANDesk Service Desk actions let you incorporate LANDesk service management functionality within Asset Lifecycle Manager. These actions are described below.
Add assignment
This action lets you designate a user to perform an assignment. When the action occurs in the course of a process, a LANDesk Service Desk user is given the designated assignment.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Description: (Advanced) The description of the assignment (see Inserting fields).
- Incident ID: (Advanced) The incident the assignment pertains to (see Inserting fields).
- Service Desk user: (Advanced) The service desk user to give the assignment to (see Inserting fields).
- Title: (Advanced) The title of the assignment (see Inserting fields). This appears in the Service Desk ticket.
Add note
This action lets you add a note to an incident. When the action occurs in the course of a process, the note is added to the designated incident with the specified values.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Category: (Advanced) The category the note belongs to (see Inserting fields).
- Description: (Advanced) The description of the note (see Inserting fields).
- Incident ID: (Advanced) The incident the note pertains to (see Inserting fields).
- Title: (Advanced) The title of the note (see Inserting fields). This appears in the Service Desk ticket.
Add task
This action lets you add a task to an incident. When the action occurs in the course of a process, the task is added to the designated incident with the specified values.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Description: (Advanced) The description of the task (see Inserting fields).
- Incident ID: (Advanced) The incident the task pertains to (see Inserting fields).
- Title: (Advanced) The title of the task (see Inserting fields). This appears in the Service Desk ticket.
Close incident
This action lets you close an incident. When the action occurs in the course of a process, the designated incident is closed.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Category: (Advanced) The category the incident belongs to (see Inserting fields).
- Description: (Advanced) The description of the incident (see Inserting fields).
- Incident ID: (Advanced) The ID of the incident (see Inserting fields).
- Title: (Advanced) The title of the incident (see Inserting fields). This appears in the Service Desk ticket.
Create asset from catalog item
This action lets you create an asset from a catalog item.
- Action name: The name of the action.
- Catalog item: The catalog item you want to use as the basis for the new asset. Use the browse button to select from the list of catalog items (see Inserting fields).
- Catalog item instance ID: The field containing the catalog item instance ID that you want to base the asset on (see Inserting fields).
- Template asset instance control: The form control from the catalog item you specified whose contents you want to duplicate (see Inserting fields).
- New lifecycle state: The lifecycle state you want the new asset to start in (see Inserting fields).
- Created asset instance ID results: The field that will store the new asset instance ID (see Inserting fields).
Create form instance
This action lets you create a new form instance.
- Action name: The name of the action.
- Form type: The form type you want to base the new instance on (see Inserting fields).
- Mappings: The data you want to populate the new form with. All controls from the form type you specified are shown in the list box. You can edit each control that you want to populate and either get data from a field you specify or hardcode data by typing it in directly (see Inserting fields).
- Resulting instance ID: The instance ID for the newly-created form. You can store this in a field by clicking Insert field (see Inserting fields).
Create incident
This action lets you create an incident. When the action occurs in the course of a process, an incident is created in LANDesk Service Desk, with the parameters below filling in the fields of the ticket.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Category: (Advanced) The category the incident belongs to (see Inserting fields).
- Description: (Advanced) The description of the incident (see Inserting fields).
- Priority: (Advanced) The priority of the incident (see Inserting fields).
- Raise user: (Advanced) The Service Desk customer to create the assignment for as defined by the Raise user selection in Service Desk. (see Inserting fields).
- Severity: (Advanced) The severity of the incident (see Inserting fields).
- Title: (Advanced) The title of the incident (see Inserting fields).
- Incident ID: (Advanced) The field where the ID of the incident is placed (see Inserting fields).
Get form instance information
This action lets you retrieve data from an existing form instance.
- Action name: The name of the action.
- Form type: The form type containing the instance information you want (see Inserting fields).
- Lookup form control: The control on the form type you selected containing the information you want (see Inserting fields).
- Lookup value: The field you want to store the form instance information in (see Inserting fields).
Get incident info
This action lets you acquire information about an incident. When the action occurs in the course of a process, the details of the designated incident are obtained from LANDesk Service Desk.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Attribute name: (Advanced) The parameter to obtain information about (see Inserting fields).
- Incident ID: (Advanced) The ID of the incident (see Inserting fields).
- Results: (Advanced) The field where the data obtained from the service desk is placed (see Inserting fields).
Resolve incident
This action lets you resolve an incident. When the action occurs in the course of a process, the incident is marked as resolved in LANDesk Service Desk.
- Authentication: (Advanced) The LANDesk Service Desk integration server credentials.
- Name: (Advanced) The name of the action.
- Category: (Advanced) The category the incident belongs to (see Inserting fields).
- Description: (Advanced) The description of the incident (see Inserting fields).
- Incident ID: (Advanced) The ID of the incident (see Inserting fields).
- Title: (Advanced) The title of the incident (see Inserting fields).
Run a synchronization package
This action lets you run a synchronization package.
NOTE: To run a synchronization package, you must have both the Create Instance and Edit Instance permissions. In the Design console, on the toolbar for the corresponding form, click Properties > Security and set these permissions for the user or role who will be running the sync package. If either permission is missing, the sync package will fail and the log file will indicate that permissions were lacking. Note also that for any workflows that include this action, while configuring the workflow, the “Run as” user must have these permissions granted.
- Action name: The name of the action.
- Synchronization package: Select an existing synchronization package to run. To create synchronization packages, see the Synchronization wizard section in the Asset Manager's Guide.
- Success criteria (%): The percentage of devices that were successfully updated by the synchronization package in order for the action to be successful. Items in the “Pending” or “Skipped” state are considered successful for the threshold calculation. For example, if the success criterion is set to 95% and more than 5% of the devices failed during the synchronization job, then the action will report a status of failure.
- Run as (domain/user): Run the synchronization package as a particular user.
Send report
This action lets you send a report to specified users. This action generates a file that is attached to an e-mail and sent to a designated e-mail address. If the report contains grouping, a pie and bar chart will also be automatically attached to the e-mail.
- Action name: The name of the action.
- Run report as: Choose who to run the report as. You can run the report as one person or multiple people. The report is run for each person selected. To display which user runs the report for the e-mail recipents, use the {ImpersonatedUser} tag as described in step 7 of E-mail templates. To display the name of the report in the e-mail that is sent to the recipients, add the macro {ReportName} to the e-mail template. This will insert the report name into the e-mail sent with the report.
- E-mail template: The e-mail template to use (see E-mail templates).
- Report to run: Select the report to run. You can create your own custom reports. See Report views.
- Send e-mails to: Select the recipients of the report.
- Attachment type: Choose the format of the report attachment (Excel, XML, CSV).
- E-mail if no results: When this option is selected, an e-mail will be sent even if the report returns no results.
Update form instance
This action lets you update data in an existing form instance.
- Action name: The name of the action.
- Form type: The form type that you want to update (see Inserting fields).
- Instance ID: The form instance ID that you want to update (see Inserting fields).
- Mappings: The data that you want to update in the form instance ID you specified. All controls from the form type you specified are shown in the list box. You can edit each control that you want to populate and either get data from a field you specify or hardcode data by typing it in directly (see Inserting fields).