This documentation supports the 23.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Configuring workflow execution

As an administrator, you can schedule the workflow execution to optimize fulfillment process execution. Fulfillment processes are activities performed in the background to fulfill a service request. These are typically long running processes that tend to be executed asynchronously in the background. 

By default, the fulfillment process is executed within 80 seconds when one of these events occur:

  • Service request is submitted
  • Service request is reopened
  • Service request is polled
  • A workflow is restarted



Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Related topics

Workflows-for-service-fulfillment

General-troubleshooting

(Version 23.3.04 and later) If you enable the schedule for fulfillment process execution, make sure to set the escalations setting to false so that workflows can start as expected. If the escalations setting is set to true, workflows will not execute because they will conflict with each other.

However, if the schedule for fulfillment process execution is not enabled, the escalations setting becomes irrelevant, and workflows will run normally, regardless of whether escalations are enabled or disabled.




Benefits of scheduling the fulfillment process execution

Scheduling the fulfillment process execution has the following benefits: 

  • The system disallows two or more operations to execute simultaneously on the same service request. 
  • Ensures that the CPU consumption is optimized. 
  • Ensures that data inconsistencies are mitigated. 

Best practice
To avoid high CPU consumption, slowness of system, and data inconsistencies because of multiple simultaneous operations, we recommend that you retain the default schedule for fulfillment process execution. 


(Optional) (Version 23.3.04 and later) To enable the schedule for fulfillment process execution

  1. Log in to BMC Helix Innovation Studio.
  2. Click the Administration tab. 
  3. Select Digital Workplace Catalog > Service Request. 

  4. Enable the Enable Service Request Task Scheduler option to schedule the fulfillment process execution,

    Important

    A warning is logged during bundle startup if the Enable Service Request Tasks Scheduler option is enabled, and the Disable-Escalations-Global setting is set to true. The Disable-Escalations-Global setting restricts the workflow execution by disabling escalations.

  5. Click Save. 


(Version 23.3.04 and later) To enable the escalation setting

  1. Log in as an Action Request System administrator.

  2. Navigate to:
    Applications > AR System Administration > AR System Administration Console > System > General > Centralized Configuration > com.bmc.arsys.server.shared > * > Disable-Escalation-Global.

    Important

    The Disable-Escalation-Global setting controls whether escalations in the Action Request System are enabled or disabled.

  3. Set the value to true.
    By default, the escalation setting value is set to false.


To review the process instance status

After scheduling the fulfillment process execution, you review the status of the process instance fromBMC Helix Innovation Studio. 

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click Digital Workplace Catalog. 
  3. On the Records tab, select the check box that corresponds to ServiceRequestTask.
  4. Click Edit Data. 
  5. View the Task Type and Status columns to view the status of each task in the fulfillment process.
  6. After the task is executed, on the Records tab, select the check box that corresponds to ServiceRequestTaskHistory and click Edit Data. 
  7. View the Task Type and Task History columns to view the status of each task in the fulfillment process. 

 

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