Symantec SERVICEDESK 7.0 - CUSTOMIZATION GUIDE Manual page 32

Symantec® ServiceDesk Customization Guide 7.0
4. Rename the "Get Support I Group" to the particular group for the first location. Click
the "Name" field ellipses button to browse the available data. Pick the property for
the respective group.
5. Repeat the replication and configuration of each group, and connect the output
paths for each location to the respective group.
Using Reference Data for Routing
There is additional "secondary" data associated with incidents called reference data. It is
stored in the dbo.ReportProcessReference table, in the following columns:
ReportProcessID (this is the key that links it to the incident), SessionID, ReferenceID,
Name, Description, URL, SystemName, ReferenceType. You can take a look at the data
in the table to see what each field captures. For example, ReferenceType captures the
values "NS Computer," "Location," and "Business Service" when any of those are
selected for an incident.
Since most customers won't use reference data, Symantec decided to separate it from
the Incident data for simplicity purposes. The following example demonstrates how
reference data can be used for routing purposes. A customer has multiple locations,
however the location names may change. Therefore, a Site ID is used. A process
Reference ID is passed in to a custom database component that does a lookup to match
the Reference ID to a site ID.
Note:
This example uses a custom component for querying a custom SQL database table to do
a lookup of site ID. This requires an upgraded license for Symantec Workflow.
To create a routing rule to route by location using reference data
1. Open the SD.RoutingRules project, and navigate to the Determine Assignment
model.
2. Add a GetProcessReferences, and add it after the Start component.
3. Edit the GetProcessReferences component as follows:
Uncheck the From current process checkbox.
Select the variable Incident.ProcessID as the Execution Context ID.
Enter IncidentReferences as the Output Variable. (This is an array.)
Click OK to close.
4. Add a For Each Element in Collection component following the GetProcessReferences
component. Since the incident process references are in a collection it is necessary
to use this component to evaluate the data to find the location ID.
5. Edit the For Each Element in Collection component as follows:
Select Process References as the Array Variable Type (you may want to search
for it for convenience).
Select IncidentReferences as the Array Variable Name.
Enter SingleReference as the Item Output Variable Name.
6. Next, the process needs to determine what matches up and it's a text value. Add a
Text Equals rule following the For Each Element in Collection component. Connect
the Next Element path to the Text Equals component.
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