DWP Catalog request not getting updated when incident is completed.

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Digital Workplace Advanced


    APPLIES TO:

    DWP Catalog: 18.x and 19.x



    PROBLEM:

    Digital Work Place Catalog used to create a workflow for fulfilment request like Change Request, Incident and Work Order.

    BMC Doc: https://docs.bmc.com/docs/digitalworkplaceadvanced/current/workflows-for-service-fulfillment-825203877.html

    When user updates the status of Work Order to Completed the corresponding DWP Catalog request also gets updated. However, when user updates the Incident Resolved the corresponding DWP Catalog request do not get updated.


    CAUSE:

    As Designed


    SOLUTION:

    Out of the box design provides remedy workflow which will close a request when a Work Order has been completed. If you would like the same functionality for Incidents (Incident resolved) please import the attached custom filter and set up the service/workflow in the DWP Catalog.

    User-added image

    Please note, the receive task should be set up with a signal parameter of "Work Status" making sure to set the condition of Work Status = "Resolved".


    IMPORTANT: We highly recommend you to take the necessary backups and test the customization in QA/Dev environment to ensure the functionality.


    Article Number:

    000170058


    Article Type:

    Solutions to a Product Problem



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