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  • 15. Using Advanced Interface Form in SRM to create Incident Ticket
    Carl Wilson

    Hi,

    your first post mentions:

     

    "We are using SRM 7.6.03. I want to use Advanced Interface Form to generate Incident requests."

     

    Thus, the original answers to your question based on this information.  This version of SRM allows you to map to SR Fields directly as mentioned by Peter.

     

    If using SRM 7.6, you will need to make use of an AIF to push the values to the SRM:Request form as Peter has mentioned in the posts I provided.

     

    "Yes, starting with SRM 7.6.03 this is possible for SRDs that use standard 'Provide Information' screen, and if you use AIF, then you can do that even with SRM 7.6.00."

     

    The information on how to setup conditional approvals has also been provided in the posts once the values are available on the SRM:Request form.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 16. Using Advanced Interface Form in SRM to create Incident Ticket
    anirudha

    Thank you Carl for guiding me to go ahead with AIF for conditional approval. I have achieved conditional apporval based on Operational Categorization selection.

    However, I am facing new challenges now.

     

    We are using SRM 7.6.00 and AR System 7.5 patch 004

     

    Please consider the example below -

     

    Category tier 1 - Failure
    Category tier 2 - linux
    Cagegory tier 3 - account

     

    First apporval must be the immediate manager (Parent-Child)
    After approved by manager second approval should be from Linux support group (Level).
    (Created Approval Chain with above criteria)

    Category tier 1 - Failure
    Category tier 2 - Windows
    Cagegory tier 3 - account

     

    First apporval must be the immediate manager (Parent-Child)
    After approved by manager second approval should be from Windows support group (Level).
    (Created Approval Chain with above criteria)

     

    Using AP:Administration, I have created 2 Level type processes, one for first bunch of categories
    and second process for second bunch of categories,  'SRM:Process-Linux' and 'SRM:Process-Windows' respectively.

     

    In Approval mappings, I created two 'Group' approval mappings. (Custom configuration >>Service Request Management >> Approval >> Approval Mappings)
    One uses phase name - SRM:Process-Linux and support group Linux
    Second mapping uses phase name - SRM:Process-Windows and support group windows.

     

    Now, if I raise request with first bunch of categorization, it sucessfully assignes for manager appoval. Once manager approves the request, second level approval (group apporval) is assigned to both the groups i.e. for Linux as well as Windows group. (It should be assigned only to Linux group)

    Though both the approval mappings has different phase names then also it assignes to both the support groups for approval.

     

    Kindly help me to resolve this problem.

    Thanks,
    Anirudha

  • 17. Using Advanced Interface Form in SRM to create Incident Ticket
    anirudha

    Hi,

     

    I searched the other discussions and found below link very useful. It sorted all my requirements for custom approval.

     

    https://communities.bmc.com/communities/message/212391#212391

     

    The document shared by Harry Lee is really very helpful. Thank you Harry for sharing such nice document. Its helped me a lot.

     

    Thank you Carl, Lenny for your guidance. It was very much difficult for me to achieve the custom approval without your help and support.

     

    Regards,

    Anirudha

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