BMC Service Desk Automation module workflows

The BMC Service Desk Automation module enables you to automates service requests that appear as change requests, incidents or work orders requested by the end user from the BMC Service Request Management system. 

This section describes the BMC Service Desk Automation module workflows.

You access the BMC Service Desk Automation module workflows using the BMC Atrium Orchestrator Development Studio Project Navigator. The BMC Service Desk Automation module is organised in the folder structure as shown in the following figure:

Process Event workflow

The Process Event workflow receives alerts from the BMC Remedy AR System and extracts and validates notification data. Also, depending on the Remedy form which triggered the alert event, the corresponding process is called to read and validate the change ticket. For example, if a change request has triggered the alert, a Process Change Event workflow is run to read and validate the information in the change request.

Process Event workflow inputs

<alert-message alert-id="000000000000912">
  <server-name>clm-pun-008040</server-name>
  <form-name>HPD:IncidentInterface</form-name>
  <object-id>INC000000000804</object-id>
  <source>Service Request Management</source>
  <timestamp>1436341135</timestamp>
  <priority>1</priority>
  <text>Action: Reset Password,
Configuration Name: BMC_AR_System</text>
</alert-message>

Process Event workflow output

Complete Ticket workflow

The Complete Ticket workflow.

Complete Ticket workflow inputs

Complete Ticket workflow output

Unlock Account 

The Unlock Account workflow is triggered after the status of a change request, incident, or a work order is marked as in progress and the input event is received by the workflow. 

After the workflow is executed, based on whether the workflow is successful or not, a response XML is generated. 

The following figure describes the Unlock Account workflow. 

Change Management

The Change Management folder contains the workflows that enable BAO to connect with the change management application and perform the required tasks. 

Create Change workflow

This workflow creates a change record in the Change Management application.

Create Changes workflow inputs

Process Change Event workflow

The Process Change Event workflow determines how a change ticket is processed. This workflow reads the change details retrieved from the change request and after validating whether the change is valid, invokes the fulfillment use case. 

Process Change Event workflow inputs

Process Change Event workflow output

Incident Management

The Incident Management folder contains the workflows that enable BAO to connect with the incident management application and perform the required tasks. 

Process Incident Event workflow

The Process Change Event workflow determines how an incident is processed via BMC Atrium Orchestrator. The incident details are sent to BMC Atrium Orchestrator via an alert, which reads, validates, and then invokes the fulfillment use case. The status of the incident is moved to the next stages as per the workflow progress. 

Process Incident Event workflow inputs

Process Incident Event workflow output

Task Management

The Task Management folder contains the workflow that enables BAO to connect with the task management application and perform the required tasks. 

Update Task Status workflow

The Update Task Status workflow updates the status of the task created as part of the change request. 

Update Task Status workflow inputs

Update Task Status workflow outputs

Work Order Management

The Work Order Management folder contains workflows that enable BMC Atrium Orchestrator to connect with the Work Order Management application and perform the required action. 

Process Work Order

The Process Work Order workflow reads a work order request, which is sent as an event and reads, validates, and triggers the fulfillment use case. The status of the work order is updated at each stage of the process. 

Process Work Order workflow inputs

Process Work Order workflow outputs