Phased rollout

 

This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

Registering custom applications for integration

Before you use a fulfillment application with Service Request Management, you must register the fulfillment application by using the Application Registry form. Service Request Management uses the registry entry information to:

  • Recognize the fulfillment application
  • Set the configuration settings such as mode of connection (local or remote)
  • Set the server and template information
  • Set context for the rest of the Service Request Management entities (registered fields, questions, commands, PDTs, and AOTs)
  • Modify any of the preconfigured information or to create application registries if your organization is going to use Service Request Management with other applications.
Related topics

Important

Service Request Management is registered by default to work properly with Incident Management and BMC Helix ITSM: Change Management applications. You can register other applications to work with Service Request Management (for example, BMC Service Desk Express).

If you do not want to register a third-party application to work with Service Request Management, you can proceed to Creating application templates and application object templates.

To register an application

  1. On the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Advanced Options > Command Automation Interface - Application Registry, and click Open.
  3. (Optional) Click the New Search toolbar button, and click Search to view the preconfigured application registry information.
    Modify any of the fields, as appropriate.
  4. Enter the following required information:

    Field

    Description

    Registry Name

    Enter a unique name for the application that you are registering.

    Description

    Enter a description of the application that you are registering.

    Status

    Select a status for this entry. The options are New, Active, and Inactive.

  5. On the General tab, enter the following information:

    Field

    Description

    Application Name

    Select the application that you are registering from the menu list. The list is populated from the SHARE:Application_Properties form.

    Template Form

    Select the form that identifies the template.

    Service Request Management needs to identify the templates to use for pushing requests and incidents. These templates should exist in the fulfillment application. This form identifier is the same value as the Keyword field in the SHR:SchemaNames form.

    Template View Form

    Select the form that is the front-end or view form (the form that the fulfillment user sees) for the template form you selected. The view form should exist in the fulfillment application.

    Instance Form

    Select the form that identifies the application instance.

    If an interface form name is not specified, the value from this field is used. The application instance form identifier is the same value as the Keyword field in the SHR:SchemaNames form. The application instance is the request entry that is created when the service request is submitted, based on the template, if a template is used. Some fulfillment applications might choose not to use a template structure. The form identifier (or Template Form field) identifies the fulfillment request form that is used to create the entry.

    For the work order application entry, the Instance Form is WOI:WorkOrder.

    Interface Form

    Designate the form identifier for Service Request Management to interact with when initiating fulfillment application requests. Service Request Management pushes data to this form to initiate outbound commands.

    For the work order application entry, the Interface Form field is WOI:WorkOrderInterface_Create.

    New Request Activation

    This setting depends upon the functionality of the fulfillment application.

    • If you select Yes, for example, with Service Request Management, the activate event command (SRM_OUT_ACTIVATE_APP_REQUEST) moves the request beyond a New or Draft state.
    • If you select No, you assume the application itself knows how to activate the instance.
      For more information about event commands, see Configuring event commands and parameters for use in custom applications.
  6. Click the Connection tab, and enter or update the following information:

    Field

    Description

    Access Mode

    Specify whether the registered fulfillment application is on a local or remote server.

    • Local — The application is on the same server where Service Request Management is installed.
    • Remote — The fulfillment application is installed on a different server.

    Server

    Specify the name of the server where the application you are registering is installed.

    Protocol

    Determine the communication format for data exchange, such as:

    • AR
    • URL
    • Web services
    • Command Line
    • Plug-in
    • Other

      BMC applications use various protocols. For example, Service Request Management and BMC Helix ITSM use the AR protocol, but BMC Configuration Management uses the URL protocol.

    Login

    Fill in this field if you selected Remote for the Access Mode. Enter the login name you use to access the remote fulfillment application.

    Password

    Fill in this field if you selected Remote for the Access Mode. Enter the password you use to access the remote fulfillment application.

    Port #

    Fill in this field if you selected Remote for the Access Mode. Enter the port number of the remote fulfillment application.

    Maximum Retries

    Specify the number of times the application should keep trying to run an event command. The default setting is 3.

  7. Click Save.

Registering the form fields for the application

After you register the applications with Service Request Management, register the application template forms from the applications you registered. Then you must select and register form fields that map to questions that the user is prompted to answer. Responses to questions are mapped at the time the fulfillment request is created. The answer values are pushed to the form fields of the fulfillment applications that use Service Request Management.

You must also map event command parameters to the registered form fields. These command parameters enable data communication between Service Request Management and the registered fulfillment applications. Command parameters are used both on submission and on subsequent queries or modifications to and from the fulfillment request records. Mapping the fields allows data to be stored in the appropriate fields on the fulfillment request record.

To register form fields

  1. On the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Application Configuration > Define Application Field, and click Open.
  3. In the Form Field Selection form, specify the following required information:

    Field

    Description

    Status

    Select Enabled.

    Selection Type

    Select one of the following values:

    • Select Question Field Mapping for mapping application fields to the questions. User answers to the questions are pushed to and stored in these fields.
    • Select SRMS Field Mapping for mapping application fields to command parameters. This is configuration data that is provided by default.

    Module Name

    Select the module or application that you registered.

    Form Name

    Select the name of the form that stores the field.

    Select Fields From

    This is the same value as the Form Name field.

    Menu Label 1

    Select the field that will be used. This is the display name of the field.

    Submitter

    This is a system-generated field that is filled with the user name.

  4. Enter information in the following optional fields:

    Field name

    Description

    Notification Event

    This field is not used by Service Request Management.

    Show display only fields

    Allows you to register a display-only field. By default, this field is disabled.

    Menu Value 1

    Enter the value of the field selected for Menu Label 1. This is the stored value of the field. In some cases, it might be the same value as Menu Label 1.

    Menu Value 2

    This field will store the field ID of the selected field.

    Menu Order 1

    Specify the order for this menu item as it will appear in the list.

    Selection Code

    This field is not used by Service Request Management.

    Locale

    Enter a locale in which this field will be available.

    SchemaId

    This is a read-only field that shows the schema ID of the underlying form.

    Field ID

    Enter the field ID of the field to register.

    Entry Mode

    Specify whether the field is required or optional.

    Default Value

    Enter a default value or a keyword (for example, $\USER$ ).

    Description

    Enter additional information about the field.

  5. Click Save.
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