This documentation supports the 25.3 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.

 

Examples of migrated workflows with PDT and AOT

By using a BMC-provided utility, administrators can migrate service request definitions (SRDs) from BMC Service Request Management to BMC Helix Digital Workplace Catalog. Along with several components of the SRD, the utility also migrates workflows containing Process Definition Templates (PDTs) and Application Object Templates (AOTs). 

Refer to the following sections to understand the PDT or AOT structure in the migrated workflows. 

Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced, or BMC Helix Digital Workplace Basic with Catalog entitlement or BMC Helix ITSM Suite service license



Workflow concepts in BMC Service Request Management

Understand the following concepts and terminologies that are critical to compare the workflows before and after migration:

  • FlowElements—FlowElements or FlowVariables is a list or array of the PDT structure returned by the BMC Service Request Management API. It represents an AOT, PDT, Condition, or ConditionCompletion of the workflow. Information in the FlowElements is used to create a workflow in Catalog

  • Type attribute—An attribute in FlowElements that determines the type of fulfillment. Incident, work order, and change are the supported fulfillments. 

  • Fulfillment parameters—Each fulfillment type requires different set of mandatory fields or parameters as shown below: 

    Fulfillment parameters for work order

    Name

    Default value

    Set in

    Description

    connectionId

    NA

    Create XXXXX With Fulfillement

    Remedy Connection ID

    contactLoginId

    ${processContext.context.requestedFor.loginName}

    Create XXXXX With Fulfillment

    Requested for login ID from SBE Context

    company

    ${processContext.context.requestedFor.company}

    Create XXXXX With Fulfillment

    Company of the requested-for user from SBE Context

    correlationId

    $PROCESSCORRELATIONID$

    Create XXXXX With Fulfillment

    Process correlation ID

    Summary

     NA

    Build Inputset

    Value comes from the input variable of PDT or the Summary attribute of AOT

    Fulfillment parameters for incident

    Name

    Default value

    Set in 

    Description

    connectionId

    NA

    Create XXXXX With Fulfillment

    Remedy Connection ID

    contactLoginId

    ${processContext.context.requestedFor.loginName}

    Create XXXXX With Fulfillment

    Requested for login ID from SBE Context

    company

    ${processContext.context.requestedFor.company}

    Create XXXXX With Fulfillment

    Company of the requested-for user from SBE Context

    correlationId

    $PROCESSCORRELATIONID$

    Create XXXXX With Fulfillment

    Process correlation ID

    summary

     NA

    Create XXXXX With Fulfillment

    (Required field) Summary of incident

    serviceType

    User Service Request

    Create XXXXX With Fulfillment

    NA

    reportedSource

    Self Service

    Create XXXXX With Fulfillment

    NA

    Fulfilment parameters for Change

    Name

    Default value

    Set in 

    Description

    connectionId

    NA

    Create XXXXX With Fulfillment

    Remedy Connection ID

    contactLoginId

    ${processContext.context.requestedFor.loginName}

    Create XXXXX With Fulfillment

    Requested for login ID from SBE Context

    company

    ${processContext.context.requestedFor.company}

    Create XXXXX With Fulfillment

    Company of the requested-for user from SBE Context

    correlationId

    $PROCESSCORRELATIONID$

    Create XXXXX With Fulfillment

    Process correlation ID

    locationCompany

    ${processContext.context.requestedFor.company}

    Create XXXXX With Fulfillment

    Location company, which is usually same as the company of the requested-for user.

    Description

     NA

    Build Inputset

    NA

    Site

    ${processContext.context.requestedFor.site.name}

    Build Inputset

    NA

    Site Group

    ${processContext.context.requestedFor.siteGroup}

    Build Inputset

    NA

    Region

    ${processContext.context.requestedFor.region}

    Build Inputset

    NA

  • Build Input Set—An input parameter in Catalog that includes several fulfillment parameters that are passed on further in the workflow. 


Example of a simple workflow

Let's see how a simple PDT that creates a work order is migrated in Catalog:

Workflow in BMC Service Request Management

Workflow components created in Catalog

Workflow in BMC Service Request Management

The following workflow creates a work order in BMC Helix ITSM:


Original_example of simple workflow in SRM.png

Workflow after migration to Catalog

After migration, the workflow appears as follows:

_Original_V2_Simple workflow example after migration.png



A subprocess is created that includes the following elements for a workflow:

  1. Apply SRD Mappings—An element to translate the SRD mapping to BMC Helix Digital Workplace Catalog workflow input variables.
  2. Build Inputset for AOT—An element to apply values to the BMC Helix ITSM ticket fields. 
  3. Create WO—An element for Create work order With Identifiers.
  4. Receive Task on WO—An element to get real time updates from the BMC Helix ITSM tickets.
  5. Fulfillment Status—An element for Exclusive Gateway that checks whether the status of the fulfillment is completed.
  6. Get output fields—An element to get values from the BMC Helix ITSM ticket for output mapping.


Example of a workflow with conditional PDT with parallel execution

Let's see how a PDT with the following condition and execution is migrated in Catalog:

  • Condition—Check whether the hard disk is full
  • Execution—Expand the VM in parallel execution

Workflows

Workflow components created in Catalog

Workflow in BMC Service Request Management

The following workflow is an example of conditional, parallel fulfillments. 

Original_example of conditional AOT in SRM with parallel.png

Workflow after migration to Catalog

After migration, the workflow appears as follows:

Original_example migrated conditional AOT in DWPC.png

A subprocess is created that includes the following elements for a workflow:

  1. Assign Display values with SRD Mappings—An element to translate the SRD mapping to BMC Helix Digital Workplace Catalog workflow input variables.
  2. Are—An element (exclusive gateway) to check if the condition is true and then execute the fulfillments for email issue 1 and email issue 2 in parallel.
  3. True—An element (parallel gateway) to execute the parallel fulfillments.
  4. Email Issue 1—An element to execute the AOT. 
  5. Email Issue 2—An element to execute the AOT. 
  6. End-1—An element that ends the execution of the two parallel fulfillments. 
  7. Hard Disk Full—An element proceed the workflow with the second fulfillment. 
  8. Start—An element to (parallel gateway) to execute the parallel fulfillments.
  9. Extend VM-1—An element to execute the AOT. 
  10. Extend VM-2—An element to execute the AOT. 
  11. Extend VM-3—An element to execute the AOT. 
  12. End-2—An element (parallel gateway) that ends the execution of the three parallel fulfillments.
  13. EOW—An element (exclusive gateway) ends the execution of the three parallel fulfillments.
  14. End-1—An element to end the workflow.

Examples of workflows for mapping flexible fields

Populate the flexible fields in the workflow and edit them by using either of the following options:

  • Get flexible fields for service requests with the Set Entry action.
  • Update flexible fields for service requests with the Update Record action.

Workflow examples

Workflow components in Catalog

Workflow by using the Set Entry action

image-2024-10-21_13-10-21.png



  • Build Input Set—An input parameter in the Catalog that includes several fulfillment parameters, which are passed further into workflows. The section contains the name of the flex field to update and the value to be assigned.
    To know more, see Building-a-custom-input-map-in-a-workflow.

    image-2024-8-13_13-43-29.png
  • Set Entry—This action update values for an existing record in any form in a connected BMC Helix system.
    For more information, see Set Entry input parameters.

Workflow by using the Update Record action

image-2024-10-21_13-11-54.png

  • Input map parameters
    • Record source—Database
    • Record Definition Name—Service Request

    • Record ID—From Process variables, select Service Request
      The Record ID helps to update the service request records by uniquely identifying them in the database and configuring different values for the flex fields.

      Record ID.png

 

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