BMC Service Desk Automation Fulfillment Cases module workflows

This topic describes the workflows provided in the BMC Service Desk Automation Fulfilment Cases module. 

The BMC Service Desk Automation Fulfilment Cases module contains out-of-the-box use cases supported by the BMC Service Desk Automation run book. This topic describes the high-level workflows that are triggered to fulfil the request.

Process Unlock Event

The Process Unlock Event workflow parses the input alert event generated from BMC Remedy ITSM and unlocks the user account. 

The Process 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 BMC Remedy AR System monitor adapter.

The Do Unlock process in the Process Unlock Account workflow interacts with the third-party application such as the Microsoft Active Directory to unlock the user account, which is extracted from the BMC Remedy AR System event.   

After the use case is run, the Post Fulfillment Update process updates the details of the successful or failed work order in the BMC Service Request Management. The work info field for the work order is updated.

By default, logging is enabled for the Unlock Account workflow. The Log File Name field is automatically populated with a default log file name using the values in the Process Name and Process ID fields. You can edit the Log File Name field to change the log file name.

The difference between custom log entries and processes.log entries is that the custom log only includes entries from one root process and processes.log includes entries from all root processes. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

For more information about process logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation.

Process Extend Mailbox Event

The Process Extend Mailbox Event workflow parses the input alert event generated from BMC Remedy ITSM and communicates with Microsoft Exchange to extend the mailbox size for the user.

The Process Extend Mailbox Event workflow is triggered when a work order is created in BMC Service Request Management and the work order status is marked as in progress. An input event is received by the BMC Remedy AR System monitor adapter.

The event details are extracted and a Do Extend internal process is called, which interacts with Microsoft Exchange application to extend the mailbox size for the user. After the use case is run, the Post Fulfillment Update process updates the details of the successful or failed work order in the BMC Service Request Management. The work info field for the work order is updated.

Process User Onboarding Event

The Process Onboarding Event workflow parses the input alert event generated from BMC Remedy ITSM and creates a mailbox, assigns a limit to the mailbox, and adds the user to a distribution group. 

The Process User Onboarding Event workflow is triggered when a work order is created in BMC Service Request Management and the work order status is marked as in progress. An input event is received by the BMC Remedy AR System monitor adapter.

The event details are extracted and a Do Onboarding internal process is called, which interacts with Microsoft Exchange application to extend the mailbox size for the user. After the use case is run, the Post Fulfillment Update process updates the details of the successful or failed work order in the BMC Service Request Management. The work info field for the work order is updated.

Post Fulfillment Update 

The Post Fulfillment Update workflow calls the Complete Ticket workflow to update and complete the BMC Remedy ITSM ticket based on the use case. 

The status of the change, incident, or work order is changed and the workinfo is updated with the latest details. If you have enabled business metrics for the use case, the Save Metrics Data also generates the time and value saved by running the use case using BMC Service Desk Automation run book.

Related topics

Configuring BMC SDA Fulfillment Cases module

Using the BMC Service Desk Automation run book

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