This documentation supports the 22.1 version of BMC Service Request Management.

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

Configuring event commands and parameters for use in custom applications

BMC Service Request Management uses the event commands and parameters to communicate and synchronize data such as status updates and work log activities with the fulfillment applications.

Related topics

The Service Request Management event commands are configured by default to work properly with Incident Management, Change Management, and BMC Work Order Management applications. 

When configuring events with their command parameters, map fields from the application interface form to the Service Request Management framework command parameters. Service Request Management uses the mapping definition when sending events to the fulfillment application interface form. Map the application fields that you registered for Service Request Management field mapping to event command parameters. The command parameter values are copied to the fields specified by the field ID in the mapping. 


Available commands

Service Request Management contains the following predefined commands and parameters:

Command

Description

Service Request Management Command (inbound for application requests)

Select the appropriate inbound command from Service Request Management to the registered application:

  • SRM_IN_APP_REQUEST_CANCELLED — Notifies the fulfillment application that the service request is cancelled
  • SRM_IN_APP_REQUEST_IN_PROGRESS — Notifies the fulfillment application that the service request is in progress
  • SRM_IN_APP_REQUEST_PENDING — Notifies the fulfillment application that the service request is in pending
  • SRM_IN_APP_REQUEST_REJECTED — Notifies the fulfillment application that the service request is rejected
  • SRM_IN_APP_REQUEST_RESOLVED — Notifies the fulfillment application that the service request is done
  • SRM_IN_APP_REQUEST_RESPONDED — Notifies the fulfillment application that the service request is responded to for SLM calculation

Service Request Management Command (inbound for push application requests and updates)

Select the appropriate inbound command from Service Request Management to the registered application for push application requests and updates:

  • SRM_IN_PUSH_APP_REQUEST_INFO — Sends an application request information data to Service Request Management from the fulfillment application.
    The command parameters define the data that Service Request Management recognizes.
  • SRM_IN_PUSH_APP_REQUEST_OWNER — Sends an application request owner data to Service Request Management from the fulfillment application.
    The command parameters define the data that Service Request Management recognizes.
  • SRM_IN_UPDATE_SR_WORKLOG — Creates a work log entry for the service request.

BMC Service Request Management Command (outbound for application requests)

Select the appropriate outbound command from Service Request Management to the registered application:

  • SRM_OUT_ACTIVATE_APP_REQUEST — Notifies the application instance to start working on the request.
    The fulfillment application must define how to execute the request.
  • SRM_OUT_CANCEL_APP_REQUEST — Notifies the application instance that the service request is canceled.
    The fulfillment application must define what to do with this cancellation notification.
  • SRM_OUT_CREATE_APP_REQUEST — Creates an application instance in the fulfillment application.
  • SRM_OUT_GET_APP_REQUEST_INFO — Gets information (such as status, description, ID, cost, and so on) from the application instance that was created on the fulfillment application.
  • SRM_OUT_PUSH_SR_INFO — Sends service request data to the fulfillment application when a service request is created from the Service Request interface form.
    Specific data that is sent as part of this command is defined in the command parameters.
  • SRM_OUT_REOPEN_APP_REQUEST — Sends an event to fulfillment application to reopen an application request
  • SRM_OUT_RESOLVE_APP_REQUEST — Sends an event to the fulfillment application to resolve the application request, such as resolving an Incident ticket by using a solution record.
  • SRM_OUT_UPDATE_APP_REQUEST_WORKLOG — Creates a work log entry for the application request.

Change Management Command (outbound for application requests)

Select the appropriate outbound command from Change Management to the registered application:

  • CHG_OUT_CMS_CONFMAN — Launches BMC Configuration Manager.

Task Management Command (outbound for application requests)

Select the appropriate outbound command from Task Management to the registered application:

  • TMS_OUT_CMS_CHKCOMPLIANCE_STATUS — Requests BMC Configuration Management Check Compliance Status.
  • TMS_OUT_CMS_DEPLOYMENT BMC — Launches Configuration Management Deployment Manager.
  • TMS_OUT_CMS_POLICYMGR — Launches BMC Configuration Management Policy Manager.
  • TMS_OUT_CMS_REMOTECTRL — Launches BMC Configuration Management Remote Control.
  • TMS_OUT_CMS_REMOTESCRIPT — Launches BMC Configuration Management Remote Script.
  • TMS_OUT_CMS_VERIFYTASK — Launches BMC Configuration Management Verify Task.
  • TMS_OUT_GET_DATA — Queries form for data.

To view event commands and command parameters

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Advanced Options > Command Automation Interface - Define Command Parameters, and click Open.
  3. In the Command field on the Define Command and Command Parameters form, select an event command, and click View to open the Commands form.

Defining event commands and parameters

After defining an entry in the Application Registry form, you must define the commands and command parameters.

To define event commands

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Advanced Options > Command Automation Interface - Define Command Parameters, and click Open.
  3. In the Define Command and Command Parameters form, click Create New Command.
    The Commands form opens.

  4. To create a command and parameters, enter information in the following fields:

    Field

    Description

    Command

    Enter a name for this command.

    Direction

    Select one of the following items:

    • Inbound — Inbound from the application to the task management system
    • Outbound — Outbound from the task management system to the application

    Operation Type

    Select one of the following items:

    • Create — Creates a request
    • Get — Gets information from a request
    • Update — Updates a request

    Command Type

    Optionally select one of the following items:

    • Append — Contains a series of commands followed by a series of parameters
    • Interleave — Contains a series of alternating commands and parameters

    Description

    Enter a description.

    Selection Type

    Select Event.

    Status

    Select a status.

  5. Click Save.

To define command parameters

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Advanced Options > Command Automation Interface - Define Command Parameters, and click Open.
  3. In the Define Command and Command Parameters form, select a command.
    Any command parameters that are defined appear in the Command Parameters table.
  4. Click Create.
  5. To specify the type of information that is pulled from the fulfillment application, enter information in the following fields:

    Field

    Description

    Command

    This information is filled in automatically.

    Parameter

    Argument passed to the event command

    Type

    Select one of the following items:

    • In — Inbound from the application to BMC Service Request Management
    • Out — Outbound from BMC Service Request Management to the application
    • Qual — Parameter is used as a qualification. For example, if the parameter name is 179 and the parameter value is 12345, CAI converts this to '179' = "123345".

    Data Type

    Select one of the following return parameters:

    • Character — 254 character length
    • Attachment — Attachment type data field
    • 0-Length Char — Character field of unlimited length

    Mode

    Select one of the following items:

    • Optional
    • Required

    Status

    Select a status (for example, Active).

    Description

    Enter a useful description of the command parameter.

  6. Click Save.

To define command parameter mappings

Define mappings between the parameters defined on the Command Parameter form and the Interface Form that you specified on the Application Registry form (as described in Creating application templates and application object templates).

  1. On the Define Commands and Command Parameters form, select the command to define mappings for.
  2. Click Create.
  3. In the Command Parameter Mappings form, enter information in the following fields:

    AreaFieldDescription
    Application Registry and Command informationApp Registry NameSelect the application you registered on the Application Registry form. For more information, see Registering custom applications for integration.
    CommandYou can use the selected command or select a command that you defined.
    StatusSelect a status.
    OrderSpecify the order in which the parameters are used. The order is necessary for URL type commands.

    By default, the order is zero.
    ParameterNameSelect the parameter name that you defined for the selected command on the Command Parameters form. The menu list values are derived from the SRM:CommandParams form, which is currently a fulfillment form. These are possible SRM parameters or fields that can be mapped to the fulfillment application's request fields for each command.
    TypeThis is filled in automatically.
    Data TypeThis is filled in automatically.
    Application Fields — Map an application field to an appropriate field on the Application Registry form.App Interface FormSelect the form name or enter it manually. The form name that you select should match the value of the Interface Form field, which you specified on the Application Registry form, for the registered application.
    Field NameSelect a field from the menu of registered applications, or enter it manually.
    Field IDEnter the field ID of the field you selected. If you selected a registered field from the Field Name menu list, this field is automatically filled. You can also enter this value manually.

    To delete a command parameter mapping, select one from the table, and click Delete.

  4. Click Save.

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