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Service action

Use the Service action in:

  • Active links
  • Filters
  • Escalations

The Service action triggers filters that have an Execute On condition of Service. You can now use the Service action in all three types of workflow:

  • Active links and filters — The Service action uses the input field mapping along with an optional database request ID to provide output data to the current transaction for use in further processing. In this case, no changes are required to the database.
  • Escalations — The Service action used in an escalation does set values in the database, if output data is provided.

The Service action uses fields and values in the input field mapping to determine values for the output field mapping. The Service action can perform its service on the current form or on any other form in the database. The Service action can work with a BMC Remedy AR System web service to obtain external services or with a Set Fields filter action to consume an internal BMC Remedy AR System server service.
The filter called by the Service action accesses a request by using the input field values in the transaction, or by retrieving values from the database, and returns output values to the calling request.

Note

If the filter started by a Service action runs a Push Fields action, the output field value list is not affected. If the filter runs a Set Fields action, the output field value list uses any modified values.

To define the Service active link, filter or escalation action

  1. Right-click the If Action or the Else Action panel header.
  2. Select Add Action > Service.
  3. From the Data Source list, select SERVER or SAMPLE DATA:
    • To define a specific server and form, select SERVER, and go to step a.
    • To allow the server and form to be defined at runtime, select SAMPLE DATA, and go to step b.
    1. (Data Source is SERVER) Select the Server Name and Form Name for the source data.
      Servers that appear in the Server Name list are those to which you are currently logged in.
    2. (Data Source is SAMPLE DATA) Define the sample and runtime server and the sample and runtime form:
      • Use the Sample Server Name and Sample Form Name fields to select the server and form name to use while defining the Open Window action.
      • Use the Runtime Server Value and Runtime Form Value fields to identify the fields on the current form or the BMC Remedy AR System server keywords that will define the source server and form for the Service action.
        For more information about using the SAMPLE DATA data source, see Using a dynamic data source or destination in workflow.
  4. In the Request ID field, select the field that will contain the Request ID of the source form entry to use in case the Service filter needs to retrieve data from the database.
    This creates a Request ID mapping. When the transaction data is not sufficient to complete the Service action's output mapping, the Service filter uses the Request ID mapping, if valid, to retrieve values from the database for the fields that are not in the input field list or in the transaction.
    If the Service filter is able to fulfill the output mapping by using the input mapping, the Request ID mapping is not used. In other words, the Service action gives preference to transaction values. If Request ID is NULL, the output value will also be set to NULL.
    The Request ID value for the action is resolved before firing the Service, based on the Request ID mapping. If the Request ID mapping does not use the associated form's Request ID field, then the mapped field value is treated as the Request ID for the target or service form.
    The Request ID mapping is required when creating the Service action, but its value can be NULL or invalid at runtime.
  5. In the Input Mapping table, map the input fields and values or value expressions to provide input values to the service filter.
  6. In the Output Mapping table, map the fields and values to receive the output data from the service filter.
  7. Save the Service active link action.
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