This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Example for creating and using an advanced interface form with backend mapping

See the following example to help you create and use the Advanced Interface form (AIF) with backend mapping. This example is divided into three phases.

Phase 1—Creating a work order template

  1. Create a work order template with the required fields for validations.
    Since this template will be used for AOT creation, based on the customizations in this template, the Advanced Interface form is customized.
  2. Change the field labels of the required fields.
    Customized work order template

Phase 2—Developing a custom Advanced Interface form

  1. Log on to BMC Remedy Developer Studio.
  2. From the AR System Navigator, open the out-of-the-box SRS:AdvancedInterface_WithBackendMapping Advanced Interface form.



  3. Click File > Save Form As and enter a new name for this form to save a copy of this form.
    For example, SRS:AdvancedInterface_WithBackendMapping_Demo. This enables the custom Advanced Interface form to have the same fields as the out-of-the-box Advanced Interface form for you to perform customizations and validations.
  4. Open the customized Advanced Interface form to perform the required customizations at the form level.
  5. Change the required field labels, field properties, or field lengths.

    Important

    Hide the fields that are not required. Do not delete these fields.


  6. Create two character menus and click Add Menu to attach these menus to the Shift and Designation fields.

  7. Create a working list from the out-of-the-box SRS:AdvancedInterface_WithBackendMapping Advanced Interface form. For this, from the AR System Navigator, select Working Lists > New View by Form List.
    This ensures that all the out-of-the-box workflows associated with the out-of-the-box Advanced Interface form can be edited by selecting all the workflows.
  8. Select all the workflows (for example, Active Links) and edit them.
  9. Select the Associated Forms option and click Add to add your custom Advanced Interface form to the out-of-the-box workflows.


  10. Perform the same steps for the other workflows, such as Active Link Guides and Filters.
  11. Create custom Active Links for the validations or business rules execution.
  12. After modifying the Advanced Interface form and the associated workflows, flush the Mid Tier cache, so that the custom Advanced Interface form and the modified workflows can be accessed from the Mid Tier.

Phase 3—Registering a custom Advanced Interface form and creating Service Request Definition (SRD)

  1. From the Custom Configuration tab, go to Service Request Management > Advanced > Configure Advanced Interface data to register the custom developed form as an SRS:CFGAdvancedInterface Advanced Interface form.
    This ensures that the custom form works as an Advanced Interface form.
    1. Specify a company.
    2. Enter a template name.
      This name will appear in the Advanced Interface field as a menu choice on the Service Request Definition form.
    3. Enter the form name and location as it appears in the Remedy AR System server.
    4. Specify the server and specify its status, either Active (enabled) or Inactive (disabled).
    5. Click Save.
  2. Create the navigational category.
  3. Create an Application Object Template (AOT) with the Type as template.
    In this example, select the work order template that you created earlier in phase 1. This ensures that the other fields provide the same output.
  4. Create a Process Definition Template (PDT) and select the AOT created in Step 3 for the PDT.
  5. Create the variables and map them with the fields.
  6. Create a SRD and select the custom Advanced Interface Form from SRD Details > Advanced Interface Form.
  7. Select the required PDT for variable mappings.
    This ensures that when you select the Advanced Interface Form option, you can directly map variables.
  8. Select the value for the System Request field as Yes for the SRD to be displayed under Popular Requests.
  9. Save the SRD. 
    After submitting the request, a work order is generated.
  10. To test the SRD from the Request Entry Console, open the work order to see the details of the request and make sure that the work order template name, the custom fields, and the data gathered from those fields are displayed. 
    The service request is now created using the custom AIF form.
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