Out of the box the Remedy connector presents a number of common fields to map to a fulfillment application but what if your Remedy ITSM application has been customized ? Well, this is where the other remedy connector actions come into play. In this Blog I'll cover how we can pass question responses to custom fields within BMC Remedy Incident Management. I'll also describe passing Incident notes to the Request in the Digital Workplace Client. The same principle applies to all BMC Remedy ITSM applications.
The overall workflow is designed by using a combination of elements as illustrated below.
First of all, add your custom fields into the "HPD:Help Desk" & "HPD:IncidentInterface" forms.
Now add the same fields into the "HPD:IncidentInterface_Create" form and update the push fields action of the "HPD:HII:CreateIncident_100`! Filter". I'm using a text and drop-down type question here.
Don't forget to flush the Mid-Tier cache and update the fields with the correct permissions !
Now we're ready to begin building our workflow. In this example I'm going to create four text questions and one context type, the context variable is used to pass common field values. This saves you the trouble of creating unnecessary questions for mapping.
The following table is used to describe each action.
|Create Incident with Identifiers||Create an incident with identifying variables for use in subsequent activities.|
|Get Incident by Identifiers||Collect information about the generated Incident|
|Build Input Set||Build custom fields|
|Set Entry||Update Remedy form with custom fields|
|Receive Task||Wait for a response|
|Set Service Request Status|
Change the Request Status in the Digital Workplace Client
After we've moved our actions to the canvas we begin mapping possible field values while determining the best flow for our questionnaire. In this example I'm mapping "Describe the Incident" question (input variable) to the "Summary" field, "Impact field" to the Incident Impact and two questions to my custom fields of the Incident. The Correlation ID is used by the workflow to route values from an external system and match within the Catalog.
For the workflow to understand the relevant Incident details, we map the values from the data collected with "Create Incident with Identifiers"
With "Build Input Set" my key values represent the actual custom field names from the "HPD:Help Desk" form.
Now that we have our Incident identity and custom fields, we're ready to map these values with "Set Entry" to the "HPD:IncidentInterface" form.
At this point the workflow has created the Incident along with the responses for the "Summary", "Impact" and custom field values. We use receive task here to block the flow until our "Resolved" status has been returned from the Incident itself. The exclusive gateway allows us to control the flow and continue when "Work Status" = Resolved.
Now, let's collect the new Incident values from the generated Incident by using "Get Incident with Identifiers" again.
Optionally, we can pass the end users Incident Notes values to the status reason field and close the Request
There are may other useful fields to choose form "Get Incident by Identifiers" such as "Status Reason" which would map the users status value before they "resolved" the Incident.
Now I'm ready to build my questionnaire for the above questions.
Now let's see the complete flow in action by submitting the Request !
Watching the transitions, we can see the status moving to "Closed" and the Incident Management users notes update being passed back to the Request.
Stay tuned as I'll be updating this space with more examples soon...