Dear Symantec,
One of the increasing issues that I have, now that Symantec has made Service Desk 7.5 upgradable, is merging any changes to an existing Servicedesk Workflow into the new Workflows that are provided with the upgraded version.
For instance, a project has been customised to add extra fields to the SD.Feeder.TechnicianIncidentForms project and also the functionality was changed to make sure that the Auto-calculate is performed on the Priority if it not set. Ideally, it would be good to know exactly what changes have been made in the existing workflow and to be able to merge these into the latest Symantec version of the Workflow.
Now, you would think that the really-nice-looking Symantec Workflow Manager Compare Projects tool would be good for this and please tell me if I am wrong, but I think that all that it does is take two workflows and work out how to transform one to the other. It is also designed, according to the UI text, to be used to work out where a workflow is broken, from one version to another. I am not sure. I think that the Compare Tool could be used in the manner that I imagine, but I have not found any documentation or demonstrations in how to use it.
So, to help with upgrades of ServiceDesk and Workflow, can we please have a demonstration of the Workflow Compare Tool in an upgrade scenario?
Kindest regards,
QuietLeni