This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Configuring a system to return a response

BMC Digital Workplace Catalog workflows fulfill service requests by sending instructions to external systems through the service connector actions. When an action sends an instruction, the workflow can wait for a response from the external system. You must configure the external system to respond toBMC Digital Workplace Catalogrequests and return a string that could be used to direct the workflow.

Creating a filter to respond to work order status changes

You can create BMC Action Request System filters to trigger on specific conditions. AR System filters are instruction sets that are assigned to watch designated forms until specific conditions match, then perform some action.

In the following example, an AR System filter sends a text string to BMC Digital Workplace Catalog through the SB:ServiceRequestStub form. When an administrator changes any BMC Service Request Management work order status, the filter sends the text of the status back to BMC Digital Workplace Catalog.

To download the sample filter definition to import using BMC Remedy Developer Studio, click: Configuring a system to return a response.

Tip

You must use BMC Remedy Developer Studio to define filter conditions and actions. You can set up filters to watch any form, trigger against any criteria, and send any text value back to BMC Digital Workplace Catalog.

Initialize a new filter to watch for changes to work order status

  1. Open BMC Remedy Developer Studio and log into the target BMC Action Request System server that manages work orders.
  2. Expand BMC AR System server name > All Objects.
  3. Right click Filters, and select New Filter.
  4. Under Associated Forms, click Add... and select WOI:WorkOrder as the primary form.
  5. Under Execution Options, set or confirm the following:

    OptionValueComment
    StateEnabledYou could choose to disable the filter until you are ready to use it.
    Execution Order1000To avoid potential collision with other filters on the same form, set the priority to a high value.
    ModifyCheckedThe filter only needs to act when the form is changed.
  6. Under Run If Qualification, enter 'TR.Status'!='DB.Status'.
    This sets a condition to trigger the filter when the status changes to something different from the status saved in the database.

If Action: Capture the request ID sent by BMC Digital Workplace Catalog

  1. Under If Actions, right-click and select Add Action > Set Fields, then set or confirm the following:

    OptionValue
    Data SourceSERVER
    If No Requests MatchSet Fields to $NULL$
    If Multiple Requests MatchUse First Matching Request
  2. Enter the Form Name: WOI:WorkOrderInterface_Create.

  3. Enter the Qualification expression: 'WorkOrder_ID'=$Work Order ID$.

  4. To store the value from the WOI:WorkOrderInterface_Create form into a temporary field, enter the following mapping:

    FieldValueComment
    z1D Char22$Request ID$Enclose field values in dollar signs.
  5. Collapse Set Fields.

If Action: Return the updated status message to BMC Digital Workplace Catalog

  1. Under If Actions, right-click and select Add Action > Push Fields, then set or confirm the following:

    OptionValue
    Data SourceSERVER
    If No Requests MatchTake No Action
    If Multiple Requests MatchModify First Matching Request
  2. Enter the Form Name: SB:ServiceRequestStub.

  3. Enter the Qualification expression: 'Target Application Entry ID'=$z1D Char22$.

  4. To update the SB:Service RequestStub to respond to BMC Digital Workplace Catalog, enter the following mapping.
    Tip: Use the expression builder to confirm the fields and values are present in the current context.

    FieldValueComment
    Result$Status$Enclose field values in dollar signs.
    Transmission Status"Waiting to be Sent"Enclose string values in double quotes.
  5. Collapse Push Fields.

(Optional) If Action: Display a diagnostic popup message

  1. Under If Actions, right-click and select Add Action > Message, then set or confirm the following:

    OptionValue
    TypeNote
    TextDiagnostic message: Filter executed on $Request ID$ - Status: $Status$
    Number10000
  2. Collapse Message.

Was this page helpful? Yes No Submitting... Thank you

Comments