LANDesk service management actions

These actions enable you to incorporate LANDesk service management functionality within Process Manager.

LANDesk Service Desk actions are described below.

Add assignment

This action enables you to 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.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Description: The description of the assignment (see "Inserting fields").
• Incident ID: The incident the assignment pertains to (see "Inserting fields").
• Service desk user: The service desk user to give the assignment to (see "Inserting fields").
• Title: The title of the assignment (see "Inserting fields").

Add note

This action enables you to 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.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Category: The category the note belongs to (see "Inserting fields").
• Description: The description of the note (see "Inserting fields").
• Incident ID: The incident the note pertains to (see "Inserting fields").
• Title: The title of the note (see "Inserting fields").

Add task

This action enables you to 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.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Description: The description of the task (see "Inserting fields").
• Incident ID: The incident the task pertains to (see "Inserting fields").
• Title: The title of the task (see "Inserting fields").

Close incident

This action enables you to close an incident. When the action occurs in the course of a process, the designated incident is closed.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Category: The category the incident belongs to (see "Inserting fields").
• Description: The description of the incident (see "Inserting fields").
• Incident ID: The ID of the incident (see "Inserting fields").
• Title: The title of the incident (see "Inserting fields").

Create incident

This action enables you to create an incident. When the action occurs in the course of a process, an incident is created in LANDesk Service Desk.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Category: The category the incident belongs to (see "Inserting fields").
• Description: The description of the incident (see "Inserting fields").
• Priority: The priority of the incident (see "Inserting fields").
• Service desk customer: The service desk customer to create the assignment for (see "Inserting fields").
• Severity: The severity of the incident (see "Inserting fields").
• Title: The title of the incident (see "Inserting fields").
• Incident ID: The field where the ID of the incident is placed (see "Inserting fields").

Get incident info

This action enables you to 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.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Attribute name: The parameter to obtain information about (see "Inserting fields").
• Incident ID: The ID of the incident (see "Inserting fields").
• Results: The field where the data obtained from the service desk is placed (see "Inserting fields").

Resolve incident

This action enables you to resolve an incident. When the action occurs in the course of a process, the incident is marked as resolved in LANDesk Service Desk.

• Auditing template: The auditing template to use (see "Auditing templates").
• Name: The name of the action.
• Category: The category the incident belongs to (see "Inserting fields").
• Description: The description of the incident (see "Inserting fields").
• Incident ID: The ID of the incident (see "Inserting fields").
• Title: The title of the incident (see "Inserting fields").