Exercise 1 - Define the Email and calendar issue service fulfilment workflow

With the use case fulfillment information above, we can now design the process workflow with the following input process variables:

• Description of the Issue
• Impact
• Urgency
• Incident Type (this is added since it is a required field on the Incident form in ITSM)

The process flow works as follows:

1. The first activity is the Remedy Create Incident activity. Here we map the process variables to their respective fields on the Incident. For example, the following Incident fields are mapped to the following process variables
   1. Login is mapped to Current User (this is used to populate the Incident Customer information)
   2. Service Type is mapped to Incident Type
   3. Impact is mapped to Impact
   4. Urgency is mapped to Urgency
   5. Reported Source is hardcoded to "Other" as this is also a required field
   6. Summary is mapped to Service Name concatenated with the text "BMC Helix Digital Workplace Catalog ID: " and Service Request ID
   7. Notes is mapped to Description of the Issue
   8. In addition, the Connection ID is mapped to Remedy (this is needed for the Process to talk to ITSM) and Submitter is set to Login ID to ensure the Submitter field has the requester's login credentials.
2. The second activity is a the Receive Task which waits for status updates from the Incident

The following are additional suggestions that can be implemented to enhance the fulfillment use case:

• Use of an Incident Template to populate additional fields such as the Operation and Product Categories as well as other attributes supported by the Templates
• Addition of the Operational and/or Product Categories directly in the mapping of the process flow.

Note: For more information about the process, please review it by using your Catalog instance where this service has been imported as we have not documented every aspect of the process here.