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Creating a Custom Incident Form – Part 1: Setting Up Workflow Designer

This is the first in a multi-part guide which will walk you through creating a custom web form which that will take ask for some specific information of your clients, combines that information and submits it to ServiceDesk as an incident.

In this post I will show you how to start a new Web Form, load the ServiceDesk libraries and configure the project to see the ServiceDesk licensing.


Open Workflow Designer


From either the ServiceDesk server or a local machine which has Workflow Designer installed, open Workflow Designer by clicking on the Workflow Manager icon.

Start a New Web Form Project


Once Workflow Designer is open, click on File – New… in the menu bar. When the chooser opens click on Forms (Web) and provide a name for the project. As you can see above, we will call this project CustomIncidentForm. Click OK to start building the base project.

Before you click OK, be sure to note the directory where the project is being stored. Inside of the folder listed will be another folder named the same as your project. This is where all of the project files are located and this is the folder you will want to back up in case you need to re-install Workflow Designer or if you need to move them to another machine for publishing.

Set Up Licensing


Before we get down to creating the project, there are a couple of things that need to be taken care of which will help to avoid errors later on. In the left-hand column of your new window, in the Project column, click on the name of the project.


In the right-hand pane that appears change the email address in the Author mail: box. Although this is not mandatory it is nice to take credit for your work so go ahead and enter your email address. When that’s done, click on the Edit… button next to Service ID:. In order to use ServiceDesk licensing on your projects you need to change the Service ID to one of several different options: SERVICEDESK, INCIDENT, RELEASE, PROBLEM, CHANGE and a few others. You can also do something like INCIDENT-CUSTOMINCIDENTFORM as long as INCDIDENT is at the start of the line.

Add ServiceDesk Libraries


Click on the Libraries tab and then click Add…


Scroll down the list until you find the libraries that start with SD. Select them all and click on Add. Once they appear in the lower pane, click OK.


Click on Select All to enable the rational types for this project. If you are using Workflow Designer on a machine other than the one running ServiceDesk, you will also need to add the Exchange Storage Name and Debug Exchange Storage Name. These need to match what your ServiceDesk settings are but the defaults are local.orm for both. Enter this information and click OK.



Once the libraries are loaded you will be brought back to your workflow model. To verify that the ServiceDesk components are loaded correctly, scroll the toolbox window down until you see ServiceDesk and ServiceDeskDataServices. If they are not there then repeat the steps above.

The previous steps will be followed over and over again as you create more and more custom forms and workflows that integrate with ServiceDesk so you will become familiar with the process quite quickly. This isn’t the only way to add the libraries, nor are you forced to add the Service ID before you begin the project but it is nice to get both steps out of the way early for convenience. In the next part I will walk you through adding an authentication component and create a very basic web form using the Form Builder component as we push forward in building our custom form.


Permanent link to this article: http://workflowprimer.com/wp/?p=44

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  1. Jason Cook

    Hi, Thanks for the info. I had no idea where to begin when trying to create these forms for Service Desk – Even though I’ve been on the Workflow course at Symantec, I’ve really struggled with it and there seems to be a real lack of specific information about creating custom SD forms…

  1. Creating a Custom Incident Form – Part 2: The Ins, Outs and In Betweens » Workflow Primer

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