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.

Note

By default, logging is enabled for the Process Event workflow. For more information about process-level logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

Process Event workflow inputs

Input elementDescriptionRequired
inputevent

Specifies the input event alert received from the BMC Remedy AR System.

The event alert may contain the following details:

  • Server Name
  • Form Name
  • Object ID
  • Source
  • Timestamp
  • Priority
  • Text

For example:

<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>
Yes

Process Event workflow output

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not

Complete Ticket workflow

The Complete Ticket workflow.

Note

By default, logging is enabled for the Complete Ticket workflow. For more information about process-level logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

Complete Ticket workflow inputs

Input elementDescriptionRequired
numberSpecifies the incident number, task ID, or work order IDYes
configuration nameSpecifies a configuration group defined in the module configuration 

Valid value: BMC_AR_System
Yes
ticket typeSpecifies whether the ticket type is an incident, change, or a work orderYes
error detailsSpecifies the error message to be updated in the ticket in case the workflow failsNo
workinfo completion details

Specifies whether to update the workinfo field of the ticket with the success details

In BMC Service Request Management, the workinfo field is visible to the end user.

No
workinfo failure details

Specifies whether to update the workinfo field of the ticket with the failure details

In BMC Service Request Management, the workinfo field is visible to the end user.

No

Complete Ticket workflow output

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not

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

Input elementDescriptionRequired
configuration nameSpecifies a configuration group defined in the module configuration 

Valid value: BMC_AR_System
Yes
incident number

Specifies the unique identifier assigned by the incident management application when the incident is created.

Example: INC000000000010

Yes

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. 

Note

By default, logging is enabled for the Process Change Event workflow. For more information about process-level logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

Process Change Event workflow inputs

Input elementDescriptionRequired
configuration nameSpecifies a configuration group defined in the module configuration 

Valid value: BMC_AR_System
Yes
change id

Specifies the unique identifier for the change

Example: CHG0030007

Yes

Process Change Event workflow output

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not

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. 

Note

By default, logging is enabled for the Process Incident Event workflow. For more information about process-level logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

Process Incident Event workflow inputs

Input elementDescriptionRequired
configuration nameSpecifies a configuration group defined in the module configuration.

Valid value: BMC_AR_System
Yes
incident number

Specifies the unique identifier assigned by the incident management application when the incident is created.

Example: INC000000000010

Yes


Process Incident Event workflow output

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not

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

Input elementDescriptionRequired
configuration nameSpecifies a configuration group defined in the module configuration.

Valid value: BMC_AR_System
Yes
task number

Specifies the unique identifier of the task

Yes


Update Task Status workflow outputs

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not

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. 

Note

By default, logging is enabled for the Process Work Order workflow. For more information about process-level logs, see Enabling custom logging for processes in BMC Atrium Orchestrator Platform documentation. Process-level logging can only be enabled if you are using BMC Atrium Orchestrator Platform 7.8.

Process Work Order workflow inputs

Input elementDescriptionRequired
configuration nameSpecifies a configuration group defined in the module configuration.

Valid value: BMC_AR_System
Yes
work order idSpecifies the ID for the work order created in the BMC SRM systemYes

Process Work Order workflow outputs

Output elementDescription
response xmlReturns a response for the workflow whether the workflow is successful or not


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