Hi Christoph,

that's a really good question..

UseCases:

1. Request a native DWP-A Service

     Issue: User will see DWP-Request and REQ in DWP, which is confusing to DWP User

2. From DWP User submits a request that calls DWPA service that was built by pulling in a SRD (Import SRD to DWPA)

     Result: Single REQ is viewable by user from DWP

     Issue: SRD ist still needed..  SRD has to keep "Online",

3. Incident is created manually by Support, REQ is created

     Result: Single REQ is viewable by user from DWP

Option for implementation? :

1. Create SRD and Import them to DWP-A ?

     -  no future. SRD is still required

     -  no benefits to use DWP-A only for ITSM Requests

     + one Request Number for User

? Questions ?

Can an SRD template be used for new native DWP-A services / workflows? One simple SRD Template to use for different DWP-A services?

If an SRD import is performed, the process looks like this:

Regard

Pascal

Hi Christoph,

any update on your side? some results or ideas to handle this point of different Request ID's ?

Catalog sources and data flow - Documentation for BMC Digital Workplace Advanced 18.05 - BMC Documentation

Hi Christoph!

Regarding your question on how to prevent an SRM:Request-Entry when the WO/INC/CHG was created via DWP-Request: We had the same issue on a customer's environment (i.e. they have also configured their system that WO/INC/CHG will create a SRM-Request, but they don't want to see both a SRM-Request as well as the DWP-Request for the same thing in MyIT).

We did a small customization to prevent an entry in SRM:Request if it comes from DWP:

Within the variable-mapping we're setting some kind of Tag (to identify that this is a SB-Request):

Then there is a filter on the Interface_Create-Forms which checks if this Tag is set:

Then within a Guide, the tags are replaced with real values and "Created_From_Flag" is set to "Request":

This should avoid an entry in SRM:Request. Hope this helps.

Please note: If the user only sees the DWP-Entry in MyIT, he/she will not be able to communicate with the support users (if you are on SB 3.5 and I think also in 18.02), as this is only available for SRM-Requests in those versions.

Regards, Tamara

18.11 Explanation:

https://docs.bmc.com/docs/digitalworkplaceadvanced/current/catalog-sources-and-data-flow-825202644.html?src=search

Hi Marek, correct.

what i miss in the original flow, is the Request Feedback to the Client.

Also if the option for manual created Tickets activated  =>   ‘Create Request on Submit’ is set to Yes for Incident and Work Order

exactly. The schema doesn't describe the Id's mess which appears when a Real DWPC service is used.

Hi,

thanks for the provided workaround - we are planning to implement that in a similar way as well at one of our customers.

But 2 questions popped up after deeper analysis:

1. Currently a service request submit triggers an email notification to the enduser (which is not the case anymore after workaround implementation > so there will be no enduser notification). How did you handle that?
2. How did you handle the fact that communication between support staff and enduser (which is currently possible using SR in DWP) is not working anymore when no SR is created? Do you know if there will be something in a future DWP Update? (tried to clear up what I mean using yellow marker in printscreen)

Thanks for any inputs.

Regards, Yves

We are looking to implement this change as well and have the same questions listed above.

John Gallagher

John, can you please take a look. Any Idea for the questions from Yves ?

Or can you address it ?

Hey there,

1. We don't have auto-notification for the catalog yet but you could always use "Create Entry" on a form to trigger remedy workflow to send one.

2. Two-way communication was introduced with the more recent versions of the Catalog.

Cheers,

John

Hi John, (John Gallagher)

thanks a lot. Most Recent version is 18.11 or you mean already 19.02 ? Can you please post some link where is this described ?

thanks a lot

Marek

Hey Marek,

Two way communication for catalog requests was 18.05.

Cheers,

John

Hi John, (John Gallagher)

Sorry but can you be more specific ? I really search but don'[t see anything:

18.05.00 enhancements - Documentation for BMC Digital Workplace Advanced 18.05 - BMC Documentation

I hope you don't mean the Helix enhancement for Business Workflow as this is totally different theme.

Communicating case updates - Documentation for BMC Helix Business Workflows 18.08 - BMC Documentation

We discuss here the missing communication possiblity on original Service Request created by DWP Catalog Workflow. There are two entries visible in DWP (MyIT). On the Original one there is no icon to post comment = to communicate.

thanks a lot

Marek

Hello Marek Ceizel

Nope, I'm not referring to Helix workflows.

You'll find the reference under the following 18.05 enhancements section:

"Integration of BMC Digital Workplace Catalog with Remedy with Smart IT"

It mentions integration with Smart IT but it's actually more general and covers two way communication with ITSM & catalog requests.

With regard to the above screenshot (and with the information I have) it looks like an SRD has been imported into the Catalog (which is why see a comment section) and the other one may be from a pre-18.05 Catalog/DWP release.

Cheers,

John