We're developing greater detail within our CMDB, focused on things like integrations between Application CIs and other types of dependencies we might need to track for our various processes. One newer area that we developed a lot of questions about is how to represent RPA (Robotic Process Automation) bots within the CMDB. My understanding is that these "bots" are similar to a form of integration, but less formalized and rather than going through APIs, simply do what an end user would be doing. I'll give a high level example that should make sense to Remedy people below:
Use case: Monitor an Exchange mailbox, and when an email with a specific subject line is received, approve a Service Request in Remedy.
Manual Process: User checks their email, and when they receive one that meets the criteria they open their browser, log into Remedy, and click "Approve" in Approval Central.
Traditional Remedy Integration: Use AR Email with RBE in Remedy (or write code to run and monitor the Exchange inbox) that will periodically pull emails into Remedy and if they meet the criteria a Filter updates the approval record appropriately.
RPA Process: The bot opens the Outlook client and detects an email that meets the predefined criteria, then opens a browser window and logs into Remedy then simulates clicking "Approve" in Approval Central. This is similar to how we used macros in Remedy back in 3.x but more advanced.
From my perspective, this is essentially fulfilling the same function as an integration, so I would have a CI representing "Exchange" and a CI representing "Remedy" (probably both in the Application class for this purpose, rather than Service or Software Server.) This bot, and any other form of middleware integration, would sit in the middle as some other CI class with relationships showing how the data flows.
Since this is a fairly new area for me I wanted to reach out to you all and ask these questions:
1. How do you track bots in your environment?
2. What class or classes do you use to track bots, as well as other integrations?
3. If you didn't create a new class, did you add new properties to any existing CI (or relationship) classes?
Any assistance with this would be appreciated.