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SD Connector

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Click on the title `SD Connector` to define the action within HP OpenView Servicedesk.

Method: Select the action to be performed by the adapter. Choose apply before you continue.

- Create Service Call: With this method new Service Calls can be created.

- Create Change: With this method new Changes can be created.

- Create WorkOrder : With this method new Work Orders can be created.

- Update Service Call: With this method Service Calls can be updated.

- Update Change: With this method Changes can be updated.

- Update WorkOrder: With this method Work Orders can be updated.

Linked Step: Choose a previous process step to link the new Service Desk entity to. For example if you want to link a Work Order to a Change, select the Change here.
Related: This option is not used by the SD Adapter.
Related Items to show: This option is not used by the SD Adapter.

Available Fields : The list with available fields displays all fields provided by the adapter for mapping into the external system. To add fields for mapping, select 1 or multiple fields from the list and click the ADD button. The selected fields will be displayed like below and can be used for value mapping.


Current Fields: This shows a list of fields currently mapped. When defining a new process step this list will be empty. Fields included in this list, will be written to the external system. The value that should be written, can be defined per field. Use the delete button to remove a field from the mapping

The mapped value can consist out of free text, form values and process values. In the example below the value #REPLACE-FORMFIELD-Short Description# is mapped to the Description field. This means that the Form that triggers this process, should have a field with Internal Label Short Description defined.

 - To simplify the definition of the value to map into the external system, please make use of the Drop-Down boxes beneath the value definition.

1. Current Step : this lists the possible values from this step. When selected, click on add to enter this variable into the text.

 You will see #REPLACE-STEP-LINK-click here#. The signs # indicate that a dynamic parameter is added. You can freely cut & paste this on another position. The following dynamic parameters are available:

 'Link to Step' will fill in a direct link towards this ticket into SSP 7.

 Actor's User Data, which is a list of all the define User fields for the current actor of this step. In case multiple actors are defined, the value for each actor separated by comma or displayed.

2. Form field : the selection list shows all current forms in SSP 7. When a form is selected, the second list will refresh and show all fields of that form. Select any field and click on add .

 alert Please note that you will see the internal label that was defined with the field in the mapping. If you are using multiple forms with 1 process, make sure that these forms have similar internal labels to make the mapping of the value into this text work.

 alert Please note that for datastore parameters the fields indicated as "Value Fields to send to workflow" are displayed beneath the Field. If you want to use additional fields, please go to the form definition and select more fields to send to the workflow.

3. Previously Entered Field : this lists all fields that are entered in other steps within the same process. When selected, click on add to enter this variable into the text.

 The following information is available:

 For action steps, all form fields are available to use as variable

 For adapter steps, all values related to the item created in that step are available. These fields are displayed in the third drop down list.

 For approval steps, all approval votes and comments are available

 alert Please ensure that you only use fields from previous steps. If you select a value from a following step, this will result in an empty value.

4. Process : this lists some general fields of the current process. When selected, click on add to enter this variable into the text.

 The following information is available:

         All User Data of the requestor is available

         All User Data of the requested for person is available

         The SSP ticket number is available

         The Process Log is available

         The summary of all form fields that triggered the process.

5. External Apps : this lists all information available in the process from an external application that triggered the process. When selected, click on add to enter this variable into the text.

alert Please note that the mapping of values to ServiceDesk are not truncated on the length of the fields. When a value is written to ServiceDesk that is too long, the ticket will not be created and an error is written in the Tomcat log file. The only exception to this is the Service Call Description field that is truncated at 80 characters.

Use the save button to save the changes, or use the cancel button to discard any changes.