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Waiting for a response

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You can design a MyIT Service Broker workflow wait for a response to an activity sent to an external system that sis configured to send a response. This topic describes how to create the workflow to wait for a response to an activity that creates a work order in BMC Service Request Management.

Suspend a process with the Receive Task element 

In the preceding image, a Receive Task element is inserted after an action that creates a work order in BMC Service Request Management. The Receive Task element suspends the workflow until the the external system sends a response back to MyIT Service Broker. The Receive Task element waits for the response in the form of a Signal Parameter.

The external system must be configured to return a message packaged in the same name as the Signal Parameter expected by the Receive Task.

Enabling a workflow to wait for a response

The following video (14:18) demonstrates the implementation of a workflow in BMC Digital Workplace Catalog that creates a work order in BMC Service Request Management.

Notes

  • The following video shows an older version of BMC Digital Workplace Catalog. The previous product name was MyIT Service Broker. Although there might be minor changes in the UI, the overall functionality remains the same.
  • To view only the steps to design the workflow that creates a work order and waits for a response, skip ahead in the video to 9:12.

https://youtu.be/usoFHSW8vUc

The preceding video demonstrates how to build a filter that sends the a response only when the work order is marked Completed, and then shows the design of a BMC Digital Workplace Catalog workflow that creates a work order, and inserts a Receive Task element to wait for the response from BMC Service Request Management before completing the process.

The goal is to help you to understand how BMC Digital Workplace Catalog communicates with an AR System server. You should modify the process to meet your specific needs.

For details on configuring the filter to return a response to BMC Digital Workplace Catalog, see Configuring a system to return a response.

Relating external system responses to service requests

The Process Correlation ID is a text string that MyIT Service Broker uses to associate transactions in an external system, like BMC Remedy IT Service Management, with its originating service request. When the keyword $PROCESSCORRELATIONID$ is included in an action that supports it, for example, Create Remedy Work Order, MyIT Service Broker creates a record using the form SB:ServiceRequestStub in the external system.

The external system can be configured to send a response back through the associated SB:ServiceRequestStub record can be used to send a message back to the MyIT Service Broker workflow, and release the Receive Task.

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