This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Application and task integrations

You can use two main integration points with tasks. The primary integration point for TMS uses the TMS:TaskInterface form. Web services have been established to support queries, updates, and limited create operations.

Launching outbound communication with tasks is supported using the following mechanisms:

  • For more comprehensive solutions, you can leverage CAI to trigger outbound communication. CAI lets you provide task parameters that integrate with your applications with the following protocols:
    • Web services
    • URLs
    • AR protocol (used for the BMC Remedy ITSM Suite of applications)
    • Command line
    • Plug-in
  • You can create new automatic tasks that are self-contained structures. For example, you can create a workflow with a task and then fork a process to run a command that interacts with another application or program.

Runtime tasks instantiated from automatic task templates are intended to run automatically without human intervention. You can assign a task assignee to monitor them, but it is not required. Seven automatic tasks are already created for you to use. If you need a different automatic task, you must define a new automatic command. All automatic commands have specific workflow on the TMS:Task form that trigger the needed function. All the specific automatic task filter workflow exists within an execution order of 300 and 399-305 is the minimum and 397 is the maximum range for adding filters for new automatic tasks. (The set from 398399 are used for setting the appropriate status.)

In addition, outbound automatic tasks can use a web service filter.

Recommendation

Do not confuse an automatic task with a manual task. Define all the content that you need to create an automatic task on the Automatic tab of the Task Template form. But do not create an automatic task with any details that imply a human should intervene anywhere in the process. Automatic tasks, when activated, attempt to perform whatever work they are defined to do. When automatic tasks run, they have only two possible states:

  • Complete — Their status is Closed with a relevant status reason.
  • Waiting — Until they reach the Complete state

Never define a Launch command with an automatic task. Using the Launch command always implies human intervention. For more information about defining automatic commands, see Defining-automatic-commands.

Tip

The better method, using CAI or creating new tasks from scratch, depends on whether your primary need is ease-of-use or flexibility. The CAI option only requires data entries for outbound communication with tasks. With new automatic tasks, you have maximum flexibility but at the cost of some complexity. You still must create your own workflow for them to operate properly.

 

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