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.
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
- Open BMC Remedy Developer Studio and log into the target BMC Action Request System server that manages work orders.
- Expand BMC AR System server name > All Objects.
- Right click Filters, and select New Filter.
- Under Associated Forms, click Add... and select WOI:WorkOrder as the primary form.
Under Execution Options, set or confirm the following:
Option Value Comment State Enabled You could choose to disable the filter until you are ready to use it. Execution Order 1000 To avoid potential collision with other filters on the same form, set the priority to a high value. Modify Checked The filter only needs to act when the form is changed.
- 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
Under If Actions, right-click and select Add Action > Set Fields, then set or confirm the following:
Option Value Data Source SERVER If No Requests Match Set Fields to $NULL$ If Multiple Requests Match Use First Matching Request
Enter the Form Name: WOI:WorkOrderInterface_Create.
Enter the Qualification expression: 'WorkOrder_ID'=$Work Order ID$.
To store the value from the WOI:WorkOrderInterface_Create form into a temporary field, enter the following mapping:
Field Value Comment z1D Char22 $Request ID$ Enclose field values in dollar signs.
Collapse Set Fields.
If Action: Return the updated status message to BMC Digital Workplace Catalog
Under If Actions, right-click and select Add Action > Push Fields, then set or confirm the following:
Option Value Data Source SERVER If No Requests Match Take No Action If Multiple Requests Match Modify First Matching Request
Enter the Form Name: SB:ServiceRequestStub.
Enter the Qualification expression: 'Target Application Entry ID'=$z1D Char22$.
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.
Field Value Comment Result $Status$ Enclose field values in dollar signs. Transmission Status "Waiting to be Sent" Enclose string values in double quotes.
Collapse Push Fields.
(Optional) If Action: Display a diagnostic popup message
Under If Actions, right-click and select Add Action > Message, then set or confirm the following:
Option Value Type Note Text Diagnostic message: Filter executed on $Request ID$ - Status: $Status$ Number 10000