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.
To configure access points for the Create And Manage Request action
- Log on to BMC Remedy Mid Tier on your AR System server as a member of the Process Designer Administrator group.
- From the Home Page, select Process Designer Configuration from the Process Designer menu.
Click the Manage Request tab.
The following table describes the purpose of each of the field values:Field Description Form Name Name 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 ValueUse 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 Qualification Populated automatically with the qualifications you create using the Field Name, Operation and Field Value fields. - After you complete adding all your qualifications, click Apply.
Comments
Hi, are we using this Create and Manage Request Action only with SRM or can this be using with Process mapping Feature as well? If we can give an example of how to use in both scenario's that will be great.
~ Vaibhav
Hi Vaibhav, I will make sure the writer responsible for the content on this page sees your comment.
Hi, from the documentation I cannot understand to which form fields Char1, 2, 3, etc... belong. You write about a filter mapping for example field Status of "HPD:Help Desk" to "Char1". Is "Char1" the DB name of the field? Of which form? Thanks
Hi Daniele,
Char1 is a placeholder Selection value and not a field name (or field label) on a form.
If you check the field z1D_Field Name on the form ABYD:Console, you'll note that it is a Selection Menu (and not the list of fields on any form).
In the example provided, the placeholder Char1 needs to be mapped to the Status field on HPD:Help Desk, and that needs to be achieved using the custom filter.
Please let us know if you need more clarity.
Thanks
Srikanth
Hi Srikanth,
I don't know if I was clear enough.
I give you a concrete example. I want to change the qualification which triggers the "Create and Manage Incident" action. Instead of based on the value of the Status, I want to have it only if (e.g.) 'Incident Type' (field 'Service Type') = "User Service Request".
How do I achieve that?
I understand that OOB Char1 is sort of hardcoded with the Status field. I don't understand whether I can change that hardcoding, and how.
Saying "using the custom filter" means nothing for me if you don't specify which filter, and running on which form.
Thanks,
Daniele
Hi Daniele,
I hope the following screenshot will answer your query:
This is an example from Change Management. You can use this as a template to create a filter for your custom workflow.
Regards,
Pallavi
Hi Pallavi,
now it's clear. ABYD:ManagedRequest is the form making the trick. I strongly suggest to add this information into the documentation.
Thank you very much.
Best regards,
Daniele
Hi Daniele,
Thank you for your feedback. I am glad you found the information useful, we'll add it to the documentation.
Regards,
Pallavi
Hello Daniele,
Thank you for your comment. I shall check this with our development team and get back to you soon.
Regards,
Pallavi
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