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Using Approval Process in DWP Catalog.

Catalog administrators can create workflows that use approval processes defined in Remedy System Approval Server.

At any point in a workflow, you can insert a Call Activity that calls for an approval process that is linked to the SB:ServiceRequestStub form, and direct the sequence flow based on the response from the Approval Server. You can call for the default SB Request Manager Approval process or a custom approval process.

The below steps describes how to use the Approval Process in DWP Catalog.

Login to ITSM and navigate to Quick Links > Approval Administration Console

Create a Custom Approval Process as shown in above diagram. This Process should be associated to the form SB:ServiceRequestStub.

 

 

Similarly create Rules for this Custom Process. To set up rules for the Custom Approval Process, follow the below documentation.

https://docs.bmc.com/docs/ars1911/setting-up-the-approval-process-896319791.html

Once the Custom Approval Rule is set up, login to DWP Catalog and navigate to Services > Services and click on Create New dropdown and select Service.

 

 

 

Select the Name, Version, Template and Catalog and click on Create Service.

 

Click on Catalog Profile and fill in the mandatory details.

 

Click on Save.

 

Once the Catalog Profile is Saved, click on the Workflow section and create a new workflow.

Search for Call Activity in the Palette and add it into the Layout.

Select the call activity and add the parameters. Add the name of the workflow in the Properties (First tab). Add the Input Variables as Service Broker Context. This will expose the Default context parameters that can be used in field mapping.

 

 

Go to the General tab and add the field mappings. You can hard code the values that are fixed or select the values from the Process Variables, General or Activities section. You will get these values once you click on Edit option.

 

Please check the below documentations for adding the process context variables to the workflow.

https://docs.bmc.com/docs/digitalworkplaceadvanced/1911/adding-a-process-context-variable-to-a-workflow-891489216.html

 

Once the field mapping is Completed for Call Activity, search for the keyword Remedy in the Pallet and drag the Create Remedy Work Order block in the grid.

 

Select the Create Remedy Work Order block and add the mappings in its properties. The SB Context variable will be automatically mapped to this block. Navigate to the Input Map section and add the mappings to the fields (example below).

 

You can also map a Work Order Template so that the details will be picked up automatically during Work Order creation. The Work Order Template should be present in WOI:Template form.

You can then add the Send InApp Notification to send the Notification once the Work Order is Completed. Just map the Receiver in this block as shown below.

 

Connect all the blocks and Save the Workflow.

Once Saved, you can go back to the Service and open it. You can add the Questions if needed. Once added, you need to publish the Service. To publish the Service, click on the below icon and click on Publish.

 

Once Published, go back to DWP and Search for this Service. You will be able to find this Service. Open it and Submit a Request as shown in below screenshots.

                                                                                                                                            

Once Submitted, you will be able to see the Request in Active Events.

 

You can open the Request ID to view its details.

 

As you can see, this is in Waiting Approval status and Bob is an Approver. Login to the ITSM and go to the forms SB:ServiceRequestStub, search for the corresponding SB:ServiceRequestID and you will be able to see the details for this Request.

Similarly, you will be able to see that the Request is in Pending Status in the SB:ServiceRequest-Detail-Signature form.

 

Login to DWPCatalog and verify that this Service is created and in Waiting Approval Status. Go to Reports > Service Request and look at the corresponding Request Id.

Select the Request and click on Actions and open the Service to view its details. It will be in Pending status.

Now, login with Bob in ITSM and Approve the Request from the Approval Central.

Go Back to the DWP and view the Service again. It will now be Approved.

But you can see that it went to Failed status. TO see the reason behind the Failure, go to DWP Catalog and view the Request Details.

 

The reason behind the failure was an Incorrect Template was mapped to the Create Work Order Block.

So after mapping the correct template and performing all the above steps of Request creation, there will be successful creation of Work Order as shown below.

 

Once the Work Order is Completed, the Service will automatically move to Completed status.

 

Troubleshooting:

 

To ensure Approval Process works fine with DWP Catalog, integrate ITSM with DWP Catalog and ensure the below forms has the correct details and the connection is successful.

  • SB:LocalApprovalConfiguration
  • SB:RemoteApprovalConfiguration

More information in below documentation.

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

 

There may be some other errors recorded during Work Order creation. Capture the Server-side API/Filter/SQL logs and troubleshoot the error. One Error related to template was shown in above screenshot. Another error can be as below.

 

FAILED

Reason

AR: ERROR (51001): ; The Support Group "xxxx" is not configured for assignment to Company "zzz" on "WOI:WorkOrder" form. Please contact your Administrator.

 

Also capture the remoteaction.log for more transaction details.

 

Refer below documentations for more information on this custom approval section.

 

https://docs.bmc.com/docs/digitalworkplaceadvanced/1911/workflow-to-request-approval-891489293.html?src=search

https://docs.bmc.com/docs/digitalworkplaceadvanced/1911/workflow-examples-891489292.html