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dbenjamin Frequent Contributor.
Frequent Contributor.
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Only one Workflow shows up, how do I change that?

Only one Workflow shows on the website but I see several in the database. The only one on the website is "Incident Workflow" I would like to use the others.

How do I get them to show, or how do I change the workflow to the one I want?

David.
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15 Replies
Anonymous_User Absent Member.
Absent Member.

Antw: Only one Workflow shows up, how do I change that?

Ok, that is not really easy to answer, as a lot of background is required.

Let me try it in general words:
An incident or a Service request (or problem or change) is only seeing the workflow that are configured to it.
In an SLA you can assign workflows you created or you want to use.
The SLA is assigned to Customers, Organizations, or even Configuration Items.
On the other hand you need to assign Workflows to Teams, who then are able to use and select these workflows.

I can tell you ITIL is not that easy and with servicedesk it took me many hours to figure out how it is implemented. The Help doesnt explain that much you need.







kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 29.12.2011 um 16:06 in Nachricht <dbenjamin.55ij01@no-mx.forums.novell.com>:


Only one Workflow shows on the website but I see several in the
database. The only one on the website is "Incident Workflow" I would
like to use the others.

How do I get them to show, or how do I change the workflow to the one I
want?

David.


--
dbenjamin
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Antw: Only one Workflow shows up, how do I change that?

Okay, here is some more information:

I have an SLA named "Network" how do I assign the Change workflow?

David.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

Edit the SLA;
In the SLA-Editor the right-most tab is "Workflows". Select that. (details, targets, blackouts, WORKFLOWS)
If you select "Add" you get a dropdown list of the available workflows.
If you say "save", the workflow is added.

You will the see the workflows added to this SLA you will see the change workflow added to the change process.



kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 03.01.2012 um 21:46 in Nachricht <dbenjamin.55s82n@no-mx.forums.novell.com>:


Okay, here is some more information:

I have an SLA named "Network" how do I assign the Change workflow?

David.


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dbenjamin
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Antw: Re: Only one Workflow shows up, how do I change th

Well there's the problem there...

When I am in SLA-Editor I only see Details and Targets.

Am I not special enough?
David.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

The User you use it think needs to be supervisor to do that.




kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 04.01.2012 um 23:56 in Nachricht <dbenjamin.55u8rc@no-mx.forums.novell.com>:


Well there's the problem there...

When I am in SLA-Editor I only see Details and Targets.

Am I not special enough?
David.


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dbenjamin
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Antw: Re: Only one Workflow shows up, how do I change th

Thank you for your time.

I have Supervisor, Customer, and Administrator Roles. I see the Service button but only the Details and Targets tabs show on the SLA's.

Another user has Customer, and Supervisor Roles. He does not see the Service button at all.

These users are from our eDirectory tree using the Setup, Authentication, Advanced, User Groups for syncing.

David.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

My user role is "supervisor, administrator, manager, accountant, customer". But i think supervisor should have been ok.

Well, let´s try it the other way round..

In the service tab go to "workflows".
Edit the workflow you want to assign.

Here you should see (when clicking edit) the option to assign and unassign workflows. Maybe you have to search for them with the "search sla" field.
if you want to, reach me at skype. search for zobel,gertfried. my home is nuernberg, germany. I am online quite often.
i really like servicedesk and i use it in real life here at my company, i know it was very hard to figure out the things.
I see that you are in a situation where i was in september last year.



kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 09.01.2012 um 15:56 in Nachricht <dbenjamin.562vve@no-mx.forums.novell.com>:


Thank you for your time.

I have Supervisor, Customer, and Administrator Roles. I see the
Service button but only the Details and Targets tabs show on the SLA's.

Another user has Customer, and Supervisor Roles. He does not see the
Service button at all.

These users are from our eDirectory tree using the Setup,
Authentication, Advanced, User Groups for syncing.

David.


--
dbenjamin
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dbenjamin's Profile: http://forums.novell.com/member.php?userid=6774
View this thread: http://forums.novell.com/showthread.php?t=450102
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Antw: Re: Only one Workflow shows up, how do I change th

Well this is what I see when I click on Service, Workflows: hd_incident_workflow.png

I will create a new user to test with, the three I have been using are all imported...

David.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

ok, indeed that differs.
I have an edit button and can edit the workflows.

The user i do that with is my regular eDir Useraccount, i am connnected through LDAP.




kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 10.01.2012 um 18:56 in Nachricht <dbenjamin.564yvc@no-mx.forums.novell.com>:


Well this is what I see when I click on Service, Workflows:
'hd_incident_workflow.png'
(http://docs.livetime.com/LiveTime65/HelpDesk/hd_incident_workflow.png)

I will create a new user to test with, the three I have been using are
all imported...

David.


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dbenjamin
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Antw: Re: Only one Workflow shows up, how do I change th

I created a new "local" user. The new user has the same view as the imported users.
David.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

guess you have already checked that this user is supervisor as well..

does your supervisor role have rights to edit the configuration?
http://docs.livetime.com/LiveTime65/Administrator/user_privileges.htm

Really, i have no idea but the rights of the role why you dont see things like:
http://docs.livetime.com/LiveTime65/ServiceManager/sla_tab.htm

Did you try to make that user a member of the manager - role as well?




kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 11.01.2012 um 22:46 in Nachricht <dbenjamin.56746n@no-mx.forums.novell.com>:


I created a new "local" user. The new user has the same view as the
imported users.
David.


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dbenjamin
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Only one Workflow shows up, how do I change that?

I have not been able to post here for a few days due to errors with Novell's forums and Firefox...

I created a new Service Desk install and verified all the workflows were available. I then installed the license and the workflows disappeared and are no longer available.

I opened a Service Request with Novell over a week ago and have not heard anything yet.

I will keep you all posted.
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Anonymous_User Absent Member.
Absent Member.

Antw: Re: Only one Workflow shows up, how do I change that?

Hi,
there are two "versions" of the serviceDesk.
One smaller verison with SR and Incident Management and one "full ITIL" - Version with change and deployment...
maybe the kind of license?




kind regards

Gerd Zobel
The NetWorker GmbH
www.the-networker.de>>> dbenjamin<dbenjamin@no-mx.forums.novell.com> schrieb am 02.02.2012 um 17:36 in Nachricht <dbenjamin.57bgi3@no-mx.forums.novell.com>:


I have not been able to post here for a few days due to errors with
Novell's forums and Firefox...

I created a new Service Desk install and verified all the workflows
were available. I then installed the license and the workflows
disappeared and are no longer available.

I opened a Service Request with Novell over a week ago and have not
heard anything yet.

I will keep you all posted.


--
dbenjamin
------------------------------------------------------------------------
dbenjamin's Profile: http://forums.novell.com/member.php?userid=6774
View this thread: http://forums.novell.com/showthread.php?t=450102
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dbenjamin Frequent Contributor.
Frequent Contributor.

Re: Only one Workflow shows up, how do I change that?

This is what I thought I purchased: Novell Service Desk Features
So are there two versions from Novell?

David.
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