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While teaching the DWP Catalog Admin course Education COURSE page - BMC Helix Digital Workplace 19.x: Fundamentals Catalog Administering – Part 2 - BMC Software  I get asked some questions that require a long answer :-)

 

Here is how to get a Service Action that is launched from My Items on the My Stuff tab of DWP to add the originating CI to the Affected Asset field in Smart IT:

 

1. Make sure that the user you are going to test with has a USED BY relationship to a suitable CI (like a laptop) in the CMDB. Here I have associated a CI named MacBook Air UK-432432-MMann with a user called Mary Mann, and I used the Asset form in Smart IT to do so:

2. Next, I have made sure that the DWP Catalog is configured to use this integration (see DWP Catalog: Leveraging BMC Asset Management ) by clicking on the cogs icon in DWP Catalog Admin site:

3. Configure one the OOTB Asset Groups to include the class of CI you want to show in DWP in My Items. Here I have added BMC_ComputerSystem

class to the Computers and mobile devices Asset Group:

4. At this point you should be able to login to DWP as the user (Mary Mann in my example) and see the CI in on the My Stuff page, listed under Computers and mobile devices:

5. Now is the time to create the Service Action. Name it, and set the Asset Mapping to include the CMDB class you want it to apply to. Here I have selected BMC_ComputerSystem, and I could have added additional conditions, such as Primary Capability or Manufacturer of the CI.

6. Create a Workflow and add a Service Broker Context variable:

as well as three Text variables for RE ID, Description, and CI Name:

7. Add the elements and link them in chain:

  • Create Incident With Identifiers I'm using With Identifiers because I plan to update the incident later in the flow.
  • Get Incident By Identifiers, which retrieves the AR System Request ID of incident.
  • Build Input Set, which exposes 2 fields that I cannot get to with the Create Incident With Identifiers element.
  • Set Entry to update the incident it just made with the Create incident With Identifiers element.

8. Configure the elements:

    • Create Incident With Identifiers needs the Connection Id and Login inputs mapped as normal:

The Summary could be just the CI Name, or something more advanced like this:

Map Notes to the Description variable, or maybe add the URL to the Request ID for support staff, then a line break and the Description variable, like this:

I suggest using an Incident Template to set the Service, Urgency, Priority, Reported Source and Incident Type, and then map the Template Name to that template:

Correlation Id should be mapped to General>Correlation ID

    • Get Incident By Identifiers needs the Connection ID again, and Incident Number mapped to Activities>Create Incident With Identifiers>Output>Incident Number

    • Build Input Set needs to have Key1 mapped to "HPD_CI" with Value1 mapped to CI Name and Key2 mapped to "HPD_CI_ReconID" with Value 2 mapped to RE ID variable.

    • Set Entry needs the Connection Id mapped, then "HPD:Interface" in the Form Name, and Request ID mapped to Activities>Get Incident By Identifiers>Output>Request Id, and Field Values mapped to Activities>Build Input Set>Output>Inputs

9.Save the Workflow and make sure it is linked to the Service Action.

10. Create a Questionnaire with a Text Field questions mapped to the CI Name, RE ID, and Description variables. You can label, and hide these as appropriate for end users:

11. In the Question Designer, click on Actions:

and Add an action triggered on Open Questionnaire that locates the CI by Reconciliation Identity in the AST:BaseElement form, and maps Name to CI Name and Reconciliation Identity to RE ID.

12. Save the Action, and the questionnaire, and mare sure that the Workflow and Questions are linked to the Service Action, and that it is Active.

13. Test by logging into DWP as the person with the Used By relationship to the laptop, and submitting the Service Request:

14. Log into Smart IT and locate the incident that got created (and instantly updated) to verify that the Affected Asset has been correctly added to the ticket. Click on the Affected asset to drill into it.

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I got asked a question about this on a BMC Education training course Education COURSE page - BMC Helix ITSM 19.x: Fundamentals Administering - Part 2 - BMC Software

 

The issue is that Task Phase enforcement does not seem to work correctly at the Review phase. This is due to how the OOTB approval process is working, so I have summarized a couple of workarounds in the attached video.

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I made this video to help me teach the differences in Row level permissions models in ITSM. The two options are "Support Group" and "Support Group and Company".

 

It is a walkthrough of how row level permissions work pre 9.1.0, followed by a walkthrough of 9.1.02 permissions onwards. I use AR Reports to avoid having to show hidden fields in the form, and to try and clarify exactly how the permissions end up the way they do.

 

See Row-level security - Documentation for Remedy IT Service Management Suite 18.08 - BMC Documentation for 18.08 version documentation on these new rules.