This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configure access points for the Create And Manage Request action

The Create and Manage Request action ensures that tasks or actions defined in a process are executed sequentially, executing a task or action only after the previous one is completed. You must configure the forms and qualifications required to define the criteria for this action to be complete on the Manage Request tab of the BMC Remedy Process Designer Configuration page.

When you add qualifications for field on a custom form, you must define a filter to map the qualification field to a value on the form.

For example, you define a qualification for the incident form:

Char1 = "Completed" OR Char1 = "Cancelled"

You must create a filter to map the Char1 field to the desired value of the HPD:Help Desk form to be able to use this qualification. In this case, Char1 is mapped to the $STATUS$.

Click the image to enlarge it.

When creating a Create And Manage Request action, the configured forms are displayed in the BMC Remedy Process Designer client. Any tasks added to a process using the Create and Manage Request action are completed based on the qualifications you add in the BMC Remedy Process Designer Configuration form.

The following video explains the Create And Manage Request action:

 https://youtu.be/n-26fsMPnWg

To configure access points for the Create And Manage Request action

  1. Log on to BMC Remedy Mid Tier on your AR System server as a member of the Process Designer Administrator group.
  2. From the Home Page, select Process Designer Configuration from the Process Designer menu.
  3. Click the Manage Request tab.

    The following table describes the purpose of each of the field values:

    FieldDescription
    Form NameName of the BMC Remedy ITSM, BMC Remedy AR System, or custom form that is the access point for the Create and Manage request action.

    Note: If you select a custom form, you must create a mapping to your qualification in the If Action mapping table of the form filter.
    Field Name
    Operation
    Field Value

    Use these fields to build the qualification for the request action.
    For example, select Field Name = Char 1, Operation = '=' and Field Value = "Completed". The following qualification will be added to the Qualification box after you click the + icon:

    Char1 = "Completed" OR Char 1 = "Cancelled"

    iconClick this icon after you finish selecting your qualification to add it to the Create and Manage request action
    QualificationPopulated automatically with the qualifications you create using the Field Name, Operation and Field Value fields.
  4. After you complete adding all your qualifications, click Apply.
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