We installed BMC Remedy Developer Studio. Created a filter on form SRM:Request. Provided path of shell script which we wanted to execute on status change of an incident.
Example: when ticket is closed.
The trigger is never executed. Any help would be appreciated.
Did you add execution option:
Executes on Submit or Modify
I see you have hidden the Run IF qualification from screenshot but I hope you have same qualification as per doc
'TR.Severity' = "Critical" AND 'DB.Severity' != "Critical" AND 'Responsible Person' != $NULL$
Does your SR qualifies this condition to get your run process to execute?
I am going to ask to do tough task : get server side api sql filter logs when your SRM:Request is modified and above condition is met.
Actually the requirement is slightly different. We need to invoke a script when incident is closed or resolved.
1) Can you kindly share the if condition ?
2) How will the variable 'TR' in 'TR.Severity' = "Critical" be resolved?
TR is current transaction value.
'TR.Severity' = "Critical" AND 'DB.Severity' != "Critical"
This means earlier severity was not critical (DB value) and with current transaction it checks if serverity is critical.
You said your requirement is to fire this process when incident is resolved or closed then why are running the filter on SRM:Request?
The incident form name is HPD:Help Desk
Run If qual: ('TR.Status' = "Resolved" AND 'DB.Status' != "Resolved" ) OR ('TR.Status' = "Closed" AND 'DB.Status' != "Closed" )
Execution option: enabled : checked every option
Run IF Qualification: (('TR.Status' = "Resolved") AND ('DB.Status' != "Resolved")) OR (('TR.Status' = "Closed") AND ('DB.Status' != "Closed"))
IF actions-->Run Process: <path of bat file>
Is there something else which needs to be done, for the .bat file to be executed,when incident is closed?
The request for access to server where BMC is installed, has been initiated. By the time, it is granted , is there any way , we confirm that the filter is executed when a incident is closed.
We tried things like "start <rest url of login on our application on our tomcat server>" and observing the catalina.out and localhost_access_log.
But, no logs were generated on incident close. Any workaround to check if filter configurations are correct ?
Update: Managed to invoke the jar and passed the required parameters too. The jar is working correctly.
Just wanted to know, what are plugins in this scenario and do we need to setup any plugins for the jar, which we have invoked and why ?
Another way to test the "Run if qualification" is to add a message along with the run process.. The message would appear on GUI.
I am surprised you mark your reply as correct answer!!!
Worked for me.. Feel free to add more comments ..Thanks for your inputs