Mapping all fields in the Create Work Order form

Before you begin

Make sure you are familiar with the following activities:

• How to add a service 
• How to attach a workflow to a service
• How the Workflow Designer works
• How to create a simple workflow
• How input mapping works
• How to observe service reports

To map all fields in the Create Work Order form

1. Log in to the Catalog console and create the service Request Guest Wifi; see How to add a service.
   
2. Create a workflow for the service; see How to create a simple workflow and How to attach a workflow to a service.
3. Open the workflow and add process input variables for fields that require input from a service requester. This input will be passed to a work order via fields mapped from the Work Order interface form in BMC Helix ITSM. For more information, see Adding-process-input-variables-to-a-workflow.
   
   You can use text, integers, date and time or time values. 
4. Add the Build Input Set activity to the canvas. 
   Build Input Set enables you to support all fields in the Create Work Order activity.

5. On the INPUT MAP pane, specify the Key-Value pairs for both labels and values of the fields to be supported.

   In the Work Order interface form, the field's label and value are treated as two separate fields. Therefore, to ensure that the information is passed correctly from a service request to a work order, you must define separate Key-Value pairs for the field's label and its value. 

   1. Specify the Key-Value pair for the label as shown in the image below, where Key is the default field label (for example, WO Type Field 01 Label), and Value is the label after mapping. 
      
      Embed the label values in double quotation marks.

      Important

      Do not copy and paste the text values for parameters that require a text string input as the results may vary. You must manually enter the text values for parameters.

   2. Specify the Key-Value pair for the field's value as shown in the image below. 
      
      To define the Value, select the required process input variable under Process Variables. 
      
6. Add the Create Work Order activity.
   
7. On the INPUT MAP pane, fill in the required fields:
   - Connection ID (for example, HelixITSM Default)
   - Login ID (for example, Login Name)
8. Click Other Fields, under Activities, select Build Input Set > Output > Inputs.
   
9. Click Save.
10. Approve and publish the Request Guest Wifi service.

Although one Build Input Set supports 10 fields in BMC Helix ITSM, you can chain as many Build Input Sets as you want. In the following example, by chaining two Build Input Set blocks, we can set up to 20 form fields from BMC Helix ITSM:

1. Add one more Build Input Set to the canvas.
2. In the Label field, give it a name different from the first Build Input Set.
   We have named the second block Build Input Set 1.
   
3. Specify the Key-Value pairs for Build Input Set 1.
4. For Build Input Set 1, on the INPUT MAP pane, click Input Set1 > under Activities, select Build Input Set > Output > Inputs.
5. Click Save.
   You have chained the output of Build Input Set to Build Input Set 1.
6. For Create Work Order, click Other Fields, under Activities, select Build Input Set 1> Output > Inputs.
   
7. Click Save.

To verify that all the Work Order fields are mapped

1. Log in to the end-user console, and search and request the Request Guest Wifi service.
   
2. Log in to BMC Helix Digital Workplace Catalog and open the service request report and copy the service ID; see How to observe service reports.
   
3. Log in to BMC Helix ITSM and find the created work order by specifying the service ID of Request Guest Wifi.
   
   All mapped fields are displayed in the created work order.

Troubleshooting

If some mapped fields are not displayed in the created work order, take the following steps to verify whether all the fields available in the Create Work Order form are mapped to the Work Order interface form: 

1. Open the Work Order interface form in BMC Helix ITSM by using the following URL: https://serverName:port/arsus/forms/serverName/WOI%3AWorkOrderInterface_Create
2. In the WorkOrder_ID field, specify the service ID of Request Guest Wifi.
3. Click Search.
4. Verify whether the fields are mapped.