Actions available for tasks

The following task actions are provided in the Process Designer:

Email Actions

Email Action utilizes the BMC Remedy Email Engine, which must be preconfigured for your email server. For more information about the BMC Remedy Email Engine, see Configuring BMC Remedy Action Request Server Email Engine.

Email Destination on the email action can be set to one of four predefined values or to any text string that you want want to use to control the setting of the email address:

Creating an email action with a defined email address sends an email to that address using the subject and text defined in the action. The defined email address, subject, and text can include any number of Process Designer or BMC Remedy fields as described in the preceding table. The value of any field used is substituted when the process is executed in the BMC Remedy application.

Notification Action

Notify Text can include any Process Designer or BMC Remedy fields. The recipient can also be set to the value of a field on the parent request by setting the Notification Type to Request Field.

Running Processes

Run Process and Set Outcome Process Actions can both be used to invoke an executable file or script on the computer running the BMC Remedy AR server. The permissions on the file or script must have execution rights for the operating system user running the BMC Remedy Action Request System server. The command can include any Process Designer or BMC Remedy fields.

Set Field action

The Set Field action sets the value of a process-related field to the outcome of a task, a field value from any BMC Remedy server form on your server, or a predefined list of queries, to obtain a count value.

By default, the request form is set to the process's parent request form. You can select an alternative form; however, if you do so, you must provide a query to obtain the record
from which you want to retrieve the value of the field.

Click Edit to define the query in the Set Field dialog box.

The query can be built from a combination of form fields and process-related fields. The p_request_id and p_task_id keywords can be used to query the form based on the current request ID or the current task ID.

When an integer process field is selected, you can set its value from a list of predefined queries, specifying the time period for which the value is to be obtained.

Create New Request action

Within a process, you can add an action to create a new request in any named form within your BMC Remedy ITSM system.

To add a Create New Request action

1. In the Create New Request dialog box:
   • Select the request type from the list if you are creating a BMC Remedy ITSM request (Incident, Problem Investigation, Change Request, Work Order, Purchase Request or Purchase Request Line Item).
     
   • Select Other and select the specific form from the secondary drop-down list.
   • Optionally, you can specify a process field in which the entry Id for the record created is stored. You can then use this information within the process within actions or task descriptions.
2. Click Details to launch a wizard to help you to obtain field data required to successfully create the request.
   
3. Specify the company and individual making the request. Select the Use same values as the parent Change Request option to indicate that the values are the same as those in the originating request that is running the process. In this example, a change request will be created from a process running for a service request.
4. Click Next.
   
5. Enter the applicable values to use when creating the request. Optionally, you can select an existing template to populate the fields. All fields on this dialog box (other than the Template field) are mandatory for successful request creation.
6. Click Next.
   
7. Enter additional mandatory details required to create the specify type of request you want to create. For example, if you create an incident, you will see incident-specific details. The fields are prepopulated from the template if you selected one on the previous stage.
8. Click Next.
   
9. Enter the operational and product categorizations to be set on the new request. The fields are be prepopulated if the categorization values are set on a template if you selected previously.
   
   If you have Process Designer processes mapped against categorizations in your BMC Remedy ITSM server, the process that will be triggered for the request will be displayed when categorizations are selected from the drop-down list here. Alternatively, you can click Select from Process Mapping to view all current mappings:
   
10. You can select one of the mappings and click OK to set the categorizations to those selected. This also confirms which designer process will be triggered when the request is created in BMC Remedy ITSM.
11. Click OK to confirm the details.
12. Click Full Field List to view all of the fields for the request.
    

You can then populate any additional fields you want. The fields can be populated with values from the originating request (for example, the service request) that is running the process.

The field values can be typed or selected from the drop-down list of Task Related Fields, BMC Remedy ITSM keywords or the variables p_request_id or p_task_id.

Creating a Purchase Request and Line Items

Here, you can specify the Requested By and Requested For company and name. Alternatively, you can indicate that these values are the same as those in the originating request that is running the process. In this example, a change request will create the purchase request.

On the next page you can specify the general information, including an offset from the date the purchase request is created, to determine the date required. The Description and Justification fields can include process and request field values, added through the [~pshetye:…] buttons.

Unless the auto-assignment of purchase requests is configured within BMC Remedy ITSM, you will need to specify the assignment here.

Finally, you provide address details, which can optionally be set from request or process field values.
Click OK to complete the action configuration.

Note that if you want to create line items within the purchase request, you must select a process field to store the ID of the created purchase request. After you have an action to create a purchase request, you can then define an action to create line items.

The first step is to select the process field that was selected to store the ID of the created purchase request in the previous action. In this way, you will define the link and ensure the line items are created within the same purchase request.

On the next tab, provide general information by using process or request fields where required.

Finally, provide license information, if applicable.

Update Request action

The Update Request action, similar to the Set Field action, allows you to update a task's parent request or a request in the BMC Remedy AR System server with values specified in the list, in the same way in which you specify values in the Create New Request action as shown above.

Start New Process action

The Start New Process action triggers another predefined process to be initiated. The existing process will progress as usual, running concurrently with the new process. Unlike sub-processes, the tasks in the process defined in this action are not created until the action is triggered.

Approval action

The Approval action allows you to select an approval process and specify an individual approver for the request. The approver can also be defined from a process-related field, making the request approver completely dynamic at run time.

The approval action can be used only for ad-hoc approval types and with processes defined for service requests (BMC Service Request Management) and change requests (BMC Change Management). For more details, see the Process Designer Configuration Guide.