Mapping custom Remedy ITSM form fields in the Create Remedy Work Order form

As the BMC Digital Workplace Catalog administrator, you can add input parameters to the activities in the Workflow Designer. The fields for input parameters are retrieved from the Work Order interface form in Remedy IT Service Management. However, not all the fields in the Work Order interface form are presented in the Workflow Designer by default. The system enables you to map the missing fields to the Workflow Designer by using the Other Fields input parameter. This option is available for the following activities:

• Create Incident and Create Incident With Identifiers
• Create Remedy Work Order and Create Remedy Work Order With Identifiers
• Create Change Request and Create Change Request With Identifiers

This topic describes the steps to map custom fields in the Create Remedy Work Order form to the Work Order interface form in Remedy ITSM.

Before you begin

Make sure you are familiar with the following activities:

• How to add a service 
• How to attach a workflow to a service
• How the Workflow Designer works
• How to create a simple workflow
• How input mapping works
• How to observe service reports

To map all fields in the Create Remedy Work Order form

1. Log in to the BMC Digital Workplace Catalog console and create the service Create Work Order; see How to add a service.
   
2. Create a workflow for the service; see How to create a simple workflow and How to attach a workflow to a service.
3. Open the workflow and add the Build Input Set activity to the canvas. 
   Build Input Set enables you to support all fields in the Create Remedy Work Order activity.
4. On the INPUT MAP pane, specify the Key-Value pairs.
   
   You can use characters, integers, date/time or time values. Embed all the values, except for integers, in double quotation marks.
5. Add the Create Remedy Work Order activity.
   
6. On the INPUT MAP pane, fill in the required fields:
   - Connection ID (for example, Remedy Default)
   - Login ID (for example, Login Name)
7. Click Other Fields, under Activities, select Build Input Set > Output > Inputs.
   
8. Click Save.
9. Approve and publish the Create Work Order service.

Although one Build Input Set supports 10 fields in Remedy ITSM, you can chain as many Build Input Sets as you want. In the following example, by chaining two Build Input Set blocks, we can set up to 20 form fields from Remedy ITSM:

1. Add one more Build Input Set to the canvas.
2. In the Label field, give it a name different from the first Build Input Set.
   We have named the second block Build Input Set 1.
   
3. Specify the Key-Value pairs for Build Input Set 1.
4. For Build Input Set 1, on the INPUT MAP pane, click Input Set1 > under Activities, select Build Input Set > Output > Inputs.
5. Click Save.
   You have chained the output of Build Input Set to Build Input Set 1.
6. For Create Remedy Work Order, click Other Fields, under Activities, select Build Input Set 1> Output > Inputs.
   
7. Click Save.

To verify that all the Work Order fields are mapped

1. Log in to the BMC Digital Workplace end-user console, and search and request the Create Work Order service.
   
2. Log in to the BMC Digital Workplace Catalog console, open the service request report and copy the service ID; see How to observe service reports.
   
3. Open the Work Order interface form in Remedy ITSM by using the following URL: https://serverName:port/arsus/forms/serverName/WOI%3AWorkOrderInterface_Create
4. In the WorkOrder_ID field, specify the service ID of Create Work Order.
5. Click Search.

All the fields available in the Create Work Order form are mapped to the Work Order interface form.

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC Helix Virtual Agent Basic service are entitled to this feature.