Dynamically Assign Worker to Incident

We've been using the Workflow Solution for several months now, and while the integration with Altiris Helpdesk is pretty tight, it is missing some key features that just drive me nuts. One of those is the inability to dynamically assign a worker to an incident.

To solve this issue, I've created a simple SQL integration component that queries the Worker table for a list of all the active workers and queues, and their associated Worker ID number. This list can then be put in to a drop down list component. Once a user selects a user name, the associated variable also returns the worker ID. This can then be used in the Associations tab of the Create incident component.

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The .dll adds a new component called Worker List. It takes no inputs, and the output Variable is called WorkerListResult

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Here is how to configure the DropDown list component:

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What you get after the dropdown selection is the Worker name, and the Worker ID (the variables in this example are v_WorkerSelected.Name and v_WorkerSelected.ID)

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One thing to note, you'll have to modify the integration package and update the SQL connection string with your environment particulars.

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In this case, we are using an SQL server with a local SQL login.

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Good Luck, and please feel free to contact me if you have any questions!

Rob Moore