LANDesk Service Desk actions let you incorporate LANDesk service
management functionality within Asset Lifecycle Manager. These
actions are described below. For more information, see Inserting fields.
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
Incident ID:
(Advanced) The incident the assignment pertains to.
Service Desk user:
(Advanced) The service desk user to give the assignment to.
Title:
(Advanced) The title of the assignment. 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.
Description:
(Advanced) The description of the note.
Incident ID:
(Advanced) The incident the note pertains to.
Title:
(Advanced) The title of the note . 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.
Incident ID:
(Advanced) The incident the task pertains to.
Title:
(Advanced) The title of the task. 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.
Description:
(Advanced) The description of the incident.
Incident ID:
(Advanced) The ID of the incident.
Title:
(Advanced) The title of the incident. 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.
Catalog item instance ID:
The field containing the catalog item instance ID that you want to
base the asset on.
Template asset instance control:
The form control from the catalog item you specified whose contents
you want to duplicate.
New lifecycle state:
The lifecycle state you want the new asset to start in.
Created asset instance ID results: The
field that will store the new asset instance ID.
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.
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.
Resulting instance ID:
The instance ID for the newly-created form. You can store this in a
field by clicking Insert field.
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.
Description: (Advanced) The description of the
incident.
Priority: (Advanced) The priority of the
incident.
Raise user: (Advanced) The Service Desk
customer to create the assignment for as defined by the Raise user
selection in Service Desk.
Severity: (Advanced) The severity of the
incident.
Title:
(Advanced) The title of the incident.
Incident ID:
(Advanced) The field where the ID of the incident is placed.
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.
Lookup form control:
The control on the form type you selected containing the
information you want.
Lookup value:
The field you want to store the form instance information in.
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.
Incident ID:
(Advanced) The ID of the incident.
Results:
(Advanced) The field where the data obtained from the service desk
is placed.
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.
Description:
(Advanced) The description of the incident.
Incident ID: (Advanced) The ID of the
incident.
Title:
(Advanced) The title of the incident.
Run a synchronization package
This action lets you run a synchronization
package.
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.
Report to run: Select the
report to run. You can create your own custom reports.
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.
Instance ID:
The form instance ID that you want to update.
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.