Use case for work orders

You can use the actor adapter to transfer work order data created using BMC Remedy Action Request System (BMC Remedy AR System) to TrueSight Orchestration.

Use the following methods to create or retrieve a work order or entry in BMC Remedy AR System:

• Use the AMP-AD-BMC-Remedy-ARS wrappers in the TrueSight Orchestration Development Studio.
• Use the Integration Mapping Wizard (IMW) in the TrueSight Orchestration Development Studio.

To use wrappers to create a work order or entry in BMC Remedy AR System form and retrieve the work order details

1. In TrueSight Orchestration Development Studio, use the Create Items wrapper process under AMP-AD-BMC-Remedy-ARS to create an entry in BMC Remedy AR System form. The <items> XML must contain the form in which the entry is to be created and the fields and the valid values that are required to create this form. The adapter response will contain the unique entry ID for the created entry. For example, an <items> XML for creating items could be

   <items>
     <item>
       <schema>Sample:Cities</schema>
       <fields>
         <values>
           <field name="Airport Code">JIA</field>
           <field name="City">Jaipur</field>
         </values>
       </fields>
     </item>
   </items>

2. Use the entry ID that you get in step 1 to query the target Remedy AR System.

3. You can use the Find Items wrapper process to query the target BMC Remedy AR System. You must supply an <items> XML as input data to the Find Items process. The <items> XML must contain the name of the Remedy form, the entry ID, and the list of required fields. For example, an <items> XML for finding items could be

   <items>
     <item>
       <schema>Sample:Cities</schema>
         <key>1</key>
         <value>000000000001445</value>
         <fields>
           <field>Airport Code</field>
           <field>City</field>
         </fields>
     </item>
   </items>

To use the IMW to create a work order or entry

1. Drag the Integration Mapping activity from the Activity Palette to the canvas and connect the activity to the Start and End activities.
2. Double-click the Integration Mapping activity.
3. Select the appropriate Remedy adapter from the list of Integration-Mapping-compatible adapters that are running on the grid, and then click Next.
4. Select Create Entry from the list of supported operations, and then click Go.
5. Select the appropriate application, and then click Go.
6. Select the appropriate form from the list, and then click Go.
7. Click Next.
8. On the Map inputs page, provide values for the required and optional fields, and then click Next.
9. On the Map outputs page, select the output parameters, and click Auto Map to map the parameters to the context items.
10. Click Finish.
11. Click OK.
12. Double-click the End activity.
13. Click to select output parameters.
14. Select the context items that are mapped to the output parameters of the selected operation and click OK.
15. Save the workflow.
16. Run the workflow.
    An entry is created in BMC Remedy AR System and a unique entry ID is returned.

To use the IMW to query a work order

1. Repeat steps 1 through 3 for creating a work order.
2. In step 4, select the Query Entry By ID operation.
3. Continue with steps 5 through 7 for creating a work order.
4. Provide the entry ID in step 8.
5. Continue with steps 9 through 15 for creating a work order.