1 2 Previous Next 25 Replies Latest reply on Apr 4, 2017 5:40 PM by Carl Wilson Go to original post
      • 15. Re: Regarding Workflow Designer : Get Entry Object
        Sanket Mhatre

        Sure Carl,

         

        Thant would be helpful. I tried with """" , but still get's same error [ERROR (941): The property in the expression could not be resolved to a value.], if been called from MyIT

         

        Thanks,
        Sanket

        • 16. Re: Regarding Workflow Designer : Get Entry Object
          Louis Op den Brouw

          Hi Sanket,

          For me this step worked.. I might be that it works for you too, but that the error takes place in the next step... Unfortunately it is hard to check where things go wrong.

          I also took out the other items, so only Create Remedy Work Order, Get Entry and Receive Task and then it is successful.

          So my Problem seems to be either in the Build Parameters or in the Set Entry...

          • 17. Re: Regarding Workflow Designer : Get Entry Object
            Louis Op den Brouw

            I've added the Set Entry and I'm struggling what to put in the FIeld Values Input Map.

            I've tried :

            ${"WO Type Field 05":"blabla","WO Type Field 02":"hallo"}

            then I get error: ERROR (4559): Assign line error; at position 20 in expression: ${"WO Type Field 05":"blabla","WO Type Field 02":"hallo"}.

            both with and without $ I get this error.

            When I put in Values from Set Entry I get:

            RxFramework: [ERROR (941): The property in the expression could not be resolved to a value.]

            And when using Build Parameters to set the values, It goes into error 106.

            So what is the best approach...

            • 18. Re: Regarding Workflow Designer : Get Entry Object
              Carl Wilson

              Hi Louis,

              please take a look at the following KB for the Receive Task update to workflow (there are missing .jar files related to the updating of the Stub entries and the propagation back to Service Broker, the KA explains how to rectify):

               

              https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000glSkCAI&type=Solution

               

              You do not need to have a loop back into this activity unless you are looking for a specific Status i.e. if you have a Filter in Remedy that only pushes to the Stub form on Completion, just the Receive Task activity is required as it waits for the "Work Status" value from the Stub form, and if this value does not match an equivalent SB defined Status it will keep waiting i.e. "Completed" Status in a Work Order = "Completed" Status in SB (all values are available on the Docs site).  The good thing with this is that you can have your custom Remedy Filter(s) push the correct value to the Stub form for use in your process (and not just the Application Request Status).

               

              The main thing to remember when using the Set Entry activity is that it only accepts the Entry / Request ID (Remedy Field ID 1) for the Request ID and not the workflow generated Application Number.  Therefore you may need to use the first ID to retrieve another ID to use in a Set Entry activity.  This is why you need to have the Application Request Entry / Request ID available on a form that you can query, and as the ID from the Work Order / Change / Incident Create activity is the Entry / Request ID for the "xxx:Interface_Create" record, it makes sense to create the workflow to populate the fields I mention in my posts so you can use this ID in the Set Entry activities.

               

              The Input Map that you provide to a Set Entry contains the Key / Value pair (similar to the Output of the Get Entry), but these are required to be placed in between "" (as required for the JSON parser to work correctly - and a reason you cannot at this stage insert a carriage return character).

               

              Sanket Mhatre - As can be seen from the screenshot Louis has provided, you can see the field / value pairs that John Gallagher mentions. 

               

              You need to ensure that what you are extracting matches the Field Name (Database Name) on the form in Remedy exactly.

               

              You can extract the value into another parameter directly on an activity, or store it in a variable that you then map into the next activity (or other activities - up to you on how you utilise the output).

               

              If I get time early next week, I will write up a blog post on some recent findings including this and the background behind the KA ~(Note: John Gallagher has been instrumental in helping resolve certain issues).

               

              Cheers

              Carl

              • 19. Re: Regarding Workflow Designer : Get Entry Object
                Carl Wilson

                Hi,

                see if the following helps (sorry if the Field Names are wrong, running out the door so will check later):

                 

                Input Set.png

                 

                Set Entry.png

                 

                Set Entry Input Set.png

                 

                Cheers

                Carl

                • 20. Re: Regarding Workflow Designer : Get Entry Object
                  Louis Op den Brouw

                  Thanks Carl,

                  it worked when I replaced the the actual ID...

                  Now looking into the WOI:WorkOrderInterface_Create I see that my filter failed to fill the entryID..

                  Thanks, it was really helpful and I can now continue my quest ;-)

                  • 21. Re: Regarding Workflow Designer : Get Entry Object
                    Sanket Mhatre

                    Guys,

                     

                    I can say the set entry for WO worked. Thanks to Carl Wilson and John Gallagher , without which it couldn't have been possible.

                     

                    To update the WO ID, It was required for me to provide Work Order Master permission for Demo user.

                     

                    This is how end solutions looks like , but it could have been pretty simple, if I could map User provided inputs in 'Create WO' object.

                     

                     

                    Thanks,

                    Sanket Mhatre

                    • 22. Re: Regarding Workflow Designer : Get Entry Object
                      Sanket Mhatre

                      Hi Carl Wilson,

                       

                      Get entry of Service broker Workflow designer can be used, only if I know the 'entry id' of the record I am trying to fetch. However, there could be some scenarios (not related to creating WO) , in which I need to fetch Person ID  from the CTM:People form. How would one do that? I heard the workflow designer component is a segment of innovation suit, but again in that, there must be something better to fetch the record from the form.

                       

                      Thanks,

                      Sanket Mhatre

                      • 23. Re: Regarding Workflow Designer : Get Entry Object
                        Carl Wilson

                        Hi,

                        You can query the Work Order (Incident/Change) for the fields required (using the previously obtain EntryID).  The Person ID is available as the 'Customer Person ID' [1000003296], 'Person ID' [1000000080] is the Contact ID.

                        If wanting to perform a lookup based on user selection e.g. Question, you cannot unless you build into Remedy a lookup form where the Request ID is "lookup" value you want to return data on.

                        Service Broker does not currently support Actions on questions, so all functionality needs to be designed in Workflow.

                         

                        Remembering here that this is not meant to be a direct replacement for SRM, ITSM, etc, but a new way of working.  The functions that are available in ITSM (that have been developed over time) would need to be replicated into Workflow e.g. you are replacing Filters, etc with visual workflow, so you need to be aware of what happens in the background of ITSM to be able to replicate it in Service Broker - which may end up being 5 - 10 actual steps as opposed to 1 - 2 Filters in ITSM.

                         

                        Correct, the Workflow Designer is a component of the Innovation Suite so you can in theory extend the functionality through custom palette activities e.g. they are interchangeable (that is what I have been told).  What you are seeing as Activities e.g. Get, Set, Delete are all the low level Java API functions that require the Entry / Request ID to operate. 

                        What would be beneficial is a "Query Update" Activity.  If you have access to the Developer Program you can create this and port it across to Service Broker (in theory).

                         

                        Cheers

                        Carl

                        2 of 2 people found this helpful
                        • 24. Re: Regarding Workflow Designer : Get Entry Object
                          Sanket Mhatre

                          Hi Carl,

                           

                          There are some scenarios, in which I need to query the ITSM form (Get Entry) using certain fields, but I don't have the entry_id, because that's not created by my workflow. The record already exists in the form (for example People form). It's not related to Service questions, there we do have good feature of Look up Menu.

                           

                          Is there any possibility to use any combination of Service Broker workflow objects to query the form inside workflow designer without knowing entry id ? Atleast there should be some provision to find the entry id, so I can use it next steps of workflow objects. I do have access to developer program and sandboxes, but I have to educate myself a bit more to work that out .

                           

                          Thanks,

                          Sanket Mhatre

                          • 25. Re: Regarding Workflow Designer : Get Entry Object
                            Carl Wilson

                            Hi Sanket,

                            currently I do not believe that there is a way to perform a query lookup against a Remedy form other than the provided "Get Remedy Work Order By Id" type Activities.  This Activity does use a query (Work Order Number) to obtain the information, but there is no "universal" type Activity to perform a similar function against any form currently available.

                             

                            I have however documented the snippets of information in this discussion into a consolidated Blog Post:

                             

                            The Pulse: Service Broker Work Order Creation and Update

                             

                            If you have access to the Sandbox, you can create yourself a new palette Activity and extend the OOB Activities to make them "universal".  Once you are familiar, you can look at the existing code created for the current Activities and extend them as required.  You could then make these available to the communities.

                             

                            Cheers

                            Carl

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