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Procedure Variables

Service Desk > Configure > Procedure Variables

The Procedure Variables page defines variables used in service desk procedures. The default value set for a variable in Procedure Variables can be superseded by the default value for a policy variable.

Procedure variables can be nested inside of other procedure variables. For example, the procedure variable [=Email_ReviewTeam=] is entered as the value of many pre-defined procedure variables. You need only change the default value of the Email_ReviewTeam procedure variable from enter.review.team.email@yourcompany.com to any valid set of email addresses to update all the other procedure variables that use it.

Note: Service Desk installs pre-defined procedure variables. These pre-defined procedure variables are used by one or more pre-configured desk definitions and procedures installed using the Desk Templates page. You can change their contents and your changes will be preserved. But if you delete these pre-defined procedure variables they will be re-created during the next maintenance cycle of the VSA.

Note: See Working with Variables for an overview of variables in service desk procedures.

Click New to display the Add Variable window, or click a row in the middle panel, then click Edit to display the Change Variable window. Enter the following attributes:

  • Name - The variable name. Can't be changed once you save it.
  • Description - A brief description of the variable.
  • Set - The set determines what kinds of desk definition procedures can use the variable. Use any set type of variable in Policies. You can define two variables with the same name, providing they are assigned different sets. Set options include:
    • Stage Entry or Exit
    • Ticket Change
    • Ticket Request De-Dup
    • Ticket Request Mapping
    • Ticket Goals
    • Ticket Escalations
    • All - Applies to all types of procedures.
  • Value - The default value of the variable.