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HP Service Manager (SM) Process Designer for Help Desk: Codeless Configuration is here!

HPITSM ‎07-02-2013 04:57 PM - edited ‎09-25-2015 10:28 PM

 HP Service Manager (SM) Process Designer for Help Desk: Codeless Configuration for Your Service Desk, Incident and Problem Management Processes has arrived.


Codeless Configuration is where it is at – we know you want to see more of it and we want to give you more of it. Which is why we, the HP Service Manager (SM) team, are extremely pleased to announce the latest release in HP Service Manager’s Process Designer framework, Process Designer Content Pack 9.30.3, which contains Process Designer for Help Desk (PD Help Desk).


PD Help Desk allows you to use codeless configuration to make changes to your HP Service Manager (SM) Help Desk processes. PD Help Desk modules – Service Desk, Incident Management, and Problem Management -- are fully integrated with the following HP Service Manager modules:  PD Change Management, Request Management, PD Knowledge Management, and Service Level Management.

Here are the features and benefits of PD Help Desk, per module:  Service Desk, Incident Management, and Problem Management.


Service Desk

The PD Help Desk Service Desk module has a new multi-phase Process Designer workflow built into it which is aligned with ITIL-v3 and the HP Service Management Reference Model. This multi-phase workflow not only brings more consistency to all the processes in HP Service Manager that are Process-Designer-based, but also provides more transparency and granularity in process governance.   


Incident Management

The PD HelpDesk Incident Management Module not only has a new multi-phase Process Designer workflow built into it as well, it also has incident tasks introduced into the process. Incident tasks allow IT to resolve incidents more efficiently by supporting multiple parallel Incident task assignments. Incident task performance can be measured by Service Level Agreements.


Problem Management

Ask and you shall receive. Known Error and Problem Management are now merged into one workflow, again aligned with ITIL-v3 and the HP Service Management Reference, Model, to reduce process overlap and complexity for the IT user. Problems contain a “Known Error” flag to differentiate between a Problem and Known Error. 

And we didn’t stop there! The simplified and centralized Process Designer security mechanism, which you know and love from Process Designer for Change Management, is applied to PD Help Desk modules, creating consistency and reducing the complexity of security administration.



Usability is also improved and we’ve enhanced the overall Process Designer framework. Here are some select examples:  


  • Related Records are now simplified in Process Designer Help Desk modules and in Process Designer Change Management:


  • The ability to switch between the Group style and the Tab style for a Notebook control in the web client has been added.
  • The ticket number is added to the title of a record, including Interaction, Incident, Incident task, Problem, Problem task, Change and Change task.


  • A real-time counter has been added to the Attachments and Related Records sections.


  • A new tool exports Workflows into an unload file, enabling users copy Workflows from one PD-based system to another PD-based system

And that about sums it up. We hope you’re as excited about Process Designer Content Pack 9.30.3 as we are.  After all many of the enhancements were made based on your feedback.  


Please visit the HP Live Network and download


And please, let us know what you think of the enhancements in the comments section! Have something you want to see incorporated in an upcoming Process Designer Pack? We want to hear that as well.


Note: This content pack is compatible with HP Service Manager 9.31 application and HP Service Manager 9.31 platform patch 3, which are now downloadable on the SSO portal.


- Ming Feng

Product Manager for HP Service Manager


- Cai Jun

R&D Manager for HP Service Manager



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