You can create a very simple process that is used for every new process that the service desk logs within a module. This simple process could contain generic process attributes, such as the customer reference number, basic customer-related information and a description of the process. It would contain few, or no, mandatory fields in order to keep the data capturing easy.
For information about creating a cross-module triage process, see the Web Access Administrator Guide. The main advantage of a cross-module triage process is that you do not need to decide whether you are creating a request or a change for example; however, the main disadvantage is that you are more limited in which data you can initially capture.
After an analyst captures and saves this generic information, various actions are made available, including the ability to switch process. The analyst can then decide what type of support is needed, then select the relevant template. This type of system is often referred to as a triage system.
Using Reinitialize with an automatic action enables you to design a process that automatically reinitialized to a different process depending on data that is entered. For example, you could design a triage process that automatically reinitialized into the appropriate process depending on the CI that is selected.
The procedure for using Reinitialize with a manual action is slightly different from that for an automatic action.
When a process is reinitialized, it is reinitialized to the same status. This means that you can reinitialize only into processes that have a matching status.
For information about creating a Reinitialize action for modules that do not have one, see Creating a new action.
You cannot have a link from a Reinitialize action – this action directs the process into a different process design.
If you save your design at this stage, when the user clicks Reinitialize, they are given a list of processes to reinitialize the process into. However, you can configure the process to reinitialize into a different specific process, template, or process and template combination automatically, if required.
For example, you could reinitialize the process into the specific process that is associated with a CI by setting the Runtime value to ConfigurationItem/Lifecycle.
Notice that the internal name for the attribute that stores the value for a process is Lifecycle.
If you are configuring your process to reinitialize into a specific process, it is often good to change the Title for the action to make it more descriptive at runtime. The Title for the Action sets the text that appears for in the Actions list at runtime.
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