1 Reply Latest reply on Oct 17, 2019 12:48 AM by Neena Ahirrao Guha

    CMDB Automatic Updates - Laptop Checkin / Checkout SR with Outlook Salesforce Plugin

    Rick Sheets
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      I wanted to share  a challenge we've had on our Service Desk for a while within regards to checking in and checking out Loaner Laptops to ensure we have a correct count on hand and who didn't return one once borrowed. It was time consuming to Create a ticket, Go into the CMDB, Update the Asset, Close the ticket, and then reverse this upon Return of the Asset.


      Essentially, the procedure will allow a technician to open a Service Request within Outlook, Specify the user the loaner is being assigned to, query the CMDB Class that has the loaners, and then ask for the Staff whom is assigning them the Loaner. On the backed, this will automatically update the Primary Client of the Loaner Laptop to the user, set the status to "Deployed", open a ticket, and close the ticket immediately. The same will happen in reverse for the Checkin. The Checkin SR will set the Primary Client to a dummy account (Ex. Ours is "Unknown User"), And set the status to Available. All of this is also visible in the Details section of the Asset.


      Our build is Summer 19 and we are using Office 365 with the Salesforce Plugin.



      1. Create an IncidentTrigger for Loaner Laptop Checkin.

           a. This can be done in Administration, Objects, Incidents, and then Custom Fields and Relationships


            b. You'll then locate your Inc_Trigger field and add one that says AssetCheckOut

                Note: Yours may be different than ours

      2.  Create the Request Definition and all templates to fit your needs

                a. It's important that in your Incident Template you add the Inc_Trigger you gave. In my case, it's AssetCheckOut

                          1. It's important if you want the SR to be closed that you simply add the Closed Status in the Incident Template too.

                b. You'll need to select Entitlement and give permissions to whomever is going to be checking in and out. In our case that is our Tier 2 Technician Staff. We used their profile

                c. For the Fields you'll want atleast 2 lookups.

                     1. One for the Client

                     2. One for the CMDB class

                     3. One for the Staff giving the Laptop


                     4. You'll also need to map the fields appropriately. Most Important if the Asset Tag to Configuration item


      3. Configure Process Builder

           a. Configure the Process Builder as follows to check for the Inc_Trigger for CheckIn)


           b. The Next piece will then take the Configuration item and update it to Unknown User and In Stock - Available.


      4. Build the Lightning App for Outlook

           a. This is not my wheelhouse, but here is where I was able to find and ensure i saw the correct Request Definitions

           b. Open the Lightning App Builder and you'll edit the Email Pane


           c. You'll then need to customize this to include a Tab at the top for the page you want to click, add the "Service Requests" Custom managed app, and then simply Drag it onto the Tab you'd like to display the SRs.


      5. Enable the Outlook Integration

           a. This is best used with Lightening from what i've read. it works much better than before.

           b. You'll need to turn this feature on and then install the Salesforce Plugin from the Microsoft App Store in your Office 365 Plugin Portal.


           c. The Technicians will then download the App from the Store.



      The Checkout Method is essentially the same with the exception of your Inc_Trigger being the CheckOut and instead of the Process Builder updating it to your Dummy account, it will update it to the Primary Client and "Deployed" Status


      Let me know if there are any questions, i'd be happy to clarify.