Configuring workflows

The following topics provide information about configuring workflows:

Out-of-the-box workflows

BMC Remedyforce has created out-of-the-box workflows that are available for you to use. You must activate these workflows to use them. For more information, see Salesforce Help. The following table describes the out-of-the-box workflows.

Workflow Name	Module	Default Email Template	Description
Apply template to BMC Server Automation created incident	Incident	None	Applies a template to the incident created by BMC Server Automation.
Apply template to End User Experience Management created incident	Incident	None	Applies a template to the incident created by BMC End User Experience Management.
Notify Author that Article is due for review	Knowledge Article	None	Sends an email notification message to the author of the knowledge article that the article is due for review.
Notify change request owner when final task linked to change request is closed	Change Request	All Tasks closed for Change Request	Notifies the initiator of the change request that the last task that was associated with the change request is closed.
Notify incident owner when change request linked to incident is closed	Incident	Change Request Closed Template	Notifies the user to whom an incident is assigned that the change request associated with the incident is closed.
Notify incident owner when each linked task is closed	Incident	Linked Task for an incident is closed	Notifies the incident owner when each task associated with the incident is closed.
Notify incident owner when final task linked to incident is closed	Incident	All Tasks closed for Incident	Notifies the user to whom an incident is assigned that the last task that was associated with the incident is closed.
Notify problem owner when change request linked to problem is closed	Problem	None	Notifies the problem owner when a change request associated with the problem is closed.
Notify problem owner when each linked task is closed	Problem	Linked task for a problem is closed	Notifies the problem owner when each task linked with the problem is closed.
Notify problem owner when final task linked to problem is closed	Problem	All tasks closed for problem	Notifies the user to whom a problem is assigned that the last task that was linked to the problem is closed.
Notify release owner when each linked task is closed	Release	Linked task for a release is closed	Notifies the release owner when each task linked with the release is closed.
Notify release owner when final task linked to release is closed	Release	All tasks closed for release	Notifies the user to whom a release is assigned that the last task linked to the release is closed.
Notify staff of incident due in 1 hour	Incident	None	Notifies the staff member when the Due Date of an assigned incident is less than one hour.
Notify staff of incident nearing due date	Incident	None	Notifies the staff member when the Due Date of an assigned incident is less than two hours.
Notify staff when no action has occurred for 24 hours	Incident	None	Notifies the assigned staff member if the staff member has not taken any action on the incident for 24 Hours.
Notify the assigned staff member when a task is created and assigned to the staff member	Task	Task Email Template 1 Version 2.0	Notifies the staff member when a task is created and assigned to the staff member.
Notify the assigned staff member when a task is reopened	Task	Task Email Template 2 Version 2.0	Notifies the staff member when a closed task is reopened and assigned to the staff member.
Notify the assigned staff member when an incident has been marked for follow up	Incident	Incident Email Template 2 Version 2.0	Notifies the staff member when an incident assigned to the staff member has been marked for follow up.
Notify the assigned staff member when an incident is created and assigned to the staff member	Incident	Incident Email Template 1 Version 2.0	Notifies the staff member when an incident is created and assigned to the staff member.
Notify the assigned staff member when an incident is reassigned to the staff member	Incident	Incident Email Template 7 Version 2.0	Notifies the staff member when an incident is reassigned to the staff member.
Notify the assigned staff member when an incident is reopened	Incident	Incident Email Template 8 Version 2.0	Notifies the staff member when a closed incident is reopened and assigned to the staff member.
Notify the client when a task is closed	Task	Task Email Template 3 Version 2.0	Notifies the client that the client's task is closed.
Notify the client when a task is created	Task	Task Email Template 1 Version 2.0	Notifies the client that the task requested by the client is created.
Notify the client when a task is reopened	Task	Task Email Template 2 Version 2.0	Notifies the client that the client's task is reopened.
Notify the client when an incident is closed	Incident	Incident Email Template 6 Version 2.0	Notifies the client that the client's incident is closed.
Notify the client when an incident is created	Incident	Incident Email Template 1 Version 2.0	Notifies the client that the incident requested by the client is created.
Notify the client when an incident is reopened	Incident	Incident Email Template 8 Version 2.0	Notifies the client that the client's incident is reopened .
Notify the owner on new release creation	Release	Notify owner on new release creation	Notifies the owner of the release when a new release is created.
Notify the owner on release status change	Release	Notify owner on release status change	Notifies the owner of a release when the status of the release changes.
Notify the Owner when a Release is marked as Failed	Release	Notify the Owner when a Release is marked as Failed	Notifies the owner of a release when the release fails.
Notify user that knowledge article is published	Knowledge Article	Notify User When Knowledge Article is Published	Sends an email notification message to the author of the article that the knowledge article is published.
Open Incident from email	Incident	None	The Open Incident from email workflow is implemented by using Salesforce.com email services. To activate this workflow, create an email service with the EmailListener or EmailCreateIncidentApex classes. After you create the email service, BMC Remedyforce creates an incident depending on the subject of the email sent by the client. You can configure how BMC Remedyforce uses the email subject to create incidents.
Update the incident's status through email	Incident	Incident Email Template 5 Version 2.0	The Request status update of an Incident via email workflow is implemented by using Salesforce.com email services. To activate this workflow, create an email service with the EmailListener or EmailIncidentStatusApex classes. After you create the email service, BMC Remedyforce returns the status of an incident to the sender of the email. The email subject line must contain the phrase call status # <incident number>. For more information about email services, see Creating incidents and retrieving incident status through email messages.

Deprecated workflows

The following workflows have been deprecated:

Open popup dialog for recalculating due date when priority of incident changes
Open popup dialog for recalculating due date when priority of problem changes
Open popup dialog for recalculating due date when priority of task changes

Therefore, these workflows must be deactivated in your Salesforce organization. If the workflows are not deactivated, duplicate tasks or change requests can be created for a Service Request. To deprecate a workflow, see To activate or deactivate a workflow.

To activate or deactivate a workflow

All out-of-the-box workflows are deactivated by default. You must activate a workflow, to enable the business requirement that it fulfills.

Click the Remedyforce Administration tab.
On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
On the All Workflow Rules page, in the Action column of the required workflow rule, click Activate or Deactivate.

To create a workflow to inform a change owner about colliding change requests

To create the email template that is sent when a colliding change request is detected, perform the following actions:
1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Email tile, and from the menu, select Email Templates.
3. On the Unfiled Public Email Templates page, from the Folder list, select BMC Remedyforce Emails.
4. Click New Template.
5. On the Step 1. Email Template: New Template page, select Visualforce, and click Next.
6. Select the Available For Use check box.
7. In the Email Template Name field, enter a name for the email template; for example, Collision Detection Email.
8. In the Email Subject field, enter a subject for the email message; for example, Colliding change requests are detected.
9. From the Recipient Type list, select User.
10. From the Related To Type list, select BMCServiceDesk_Change_Request_c, and click Save.
11. Click Edit Template, and type the message that you want to send to the change owner.
12. Click Save.
Navigate to Create > Workflows & Approvals > Workflow Rules.
On the All Workflow Rules page, click New Rule.
On the Step 1: Select Object page, from the Object list, select Change Request, and click Next.
On the Step 2: Configure Workflow Rule page, in the Rule Name field, enter a name for the workflow; for example, Notify change owner when collision is detected.
In the Evaluation Criteria section, ensure that created, any time it's edited to subsequently meet criteria is selected.
In the Rule Criteria section, from the Field list, select Change Request: Collision Detection State.
From the Operator list, select equals.
In the Value field, enter Collision, and click Save & Next.
On the Step 3: Specify Workflow Actions page, from the Add Workflow Action list, select New Email Alert.
On the New Email Alert page, in the Description field, enter a description for the email alert.
In the Email Template field, select the email template that you created (Collision Detection Email).
From the Recipient Type list, select Owner.
From the Available Recipients list, select Change Request Owner, and click the right arrow.
From the From Email Address list, ensure that Current User's Email Address is selected.
Click Save.
On the Step 3. Specify Workflow Actions page, click Done.
On the Workflow Rule page, click Activate.

To create a workflow to notify that the task is reassigned to another staff member or queue

To create a workflow to notify that the task is reassigned to another staff member or queue, perform the following actions:

(For Salesforce Classic) Navigate to Setup > Build > Create > Workflows & Approvals > Workflow Rules.
(For Lightning Experience) Navigate to Setup > Platform Tools > Process Automation > Workflow Rules.
Click the Notify the assigned staff member when a task is created and assigned to the staff member workflow.
Click Clone.
In the Rule Name field, enter Notify the assigned queue/staff member when a task is reassigned to the queue/staff member.
In the Description field, enter Notifies the queue or staff member when a task is reassigned to the queue or staff member.
In the Evaluation Criteria section, select the created, and every time it's edited option.
In the Rule Criteria section, add the following rule:
OwnerId <> $User.Id && ISCHANGED( OwnerId ) && NOT(ISNEW() ) && BMCServiceDesk__state__c = True
Note

In case the namespace used is different than “BMCServiceDesk__” replace the namespace with the mentioned namespace.
Click Save & Next.
In the Immediate Workflow Actions section, select New Email Alert option from the Add Workflow Action drop-down list.
On the New Email Alert page, enter notify_staff_when_a_task_has_been_re-assigned_to_them in the Description field.
In the Email Template field, select Task Email Template 1 Version 2.0.
In the Recipient Type field, select Owner.
Note

In case you want to notify the queue, you must enter the queue email ID in the Queue field.
From the Available Recipients list, select Task Owner, and click the right arrow.
Click Save.
Click Done.
On the Workflow Rule page, click Activate.

Configuring workflows

Out-of-the-box workflows

Deprecated workflows

To activate or deactivate a workflow

To create a workflow to inform a change owner about colliding change requests

To create a workflow to notify that the task is reassigned to another staff member or queue

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