DWP Catalog - ITSM Patch: Remote Action not working

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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:

    MyIT Digital Workplace OnDemand - Withdrawn


    APPLIES TO:

    DWP Catalog 19.02 This could also apply on any 19.xx and 18.xx



    PROBLEM:

    DWP Catalog workflow is not working on ITSM.

       
    • When we submit a request in DWP-A that requires an approval, once approved a work order is not being created in Remedy.
    •  
    • The status of the request in DWP shows a "In Progress" after we approve, but no work order is created.
    •  
    • Records are being created on the SB STUB and SB Approval forms, but the flow is not being completely fired.
      
      

     


    CAUSE:

    Customer rolled DWP environment back, and for some reason, Remote Action stopped working on both AR Servers.


    SOLUTION:

    NOTE:
    Please, make any backups prior installing this, filters are overwritten. If you have custom notification workflow or templates, make a backup prior reinstalling.

    SOLUTION:
    Reinstalled ITSM integration Patch for DWP Catalog
    Remedy-ITSM-integration-patch-for-BMC-Digital-Workplace-Catalog.zip  on both ITSM servers and made sure remote action was working.

    You can follow the steps from below doc to install/reinstall/upgrade remote action.


    https://docs.bmc.com/docs/display/dwpadv1902/Integrating+BMC+Digital+Workplace+Catalog+with+Remedy+applications


    Article Number:

    000170861


    Article Type:

    Solutions to a Product Problem



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