Example tasks for creating workflow to modify requests

The following procedures walk you through an example creating workflow to modify requests. The example is simple but complete, and you can easily add more functionality. For example, you could create a Run If qualification in your filter to search for records that are marked Urgent and are assigned to your Managers group.

Before you begin

In this example, make sure that the Demo user is still active and has an email address that works with the . Make sure your incoming and outgoing mailboxes work correctly. Finally, set the polling intervals on your incoming and outgoing mailboxes to one minute so that you can quickly verify your results. 

To create a security key

Complete this procedure to create an AR System Email Security record. You must provide a security key for every user who sends modify instructions to the , in this example, Demo.

1. In a browser, open the AR System Email Security form in New mode.
2. Set the Status field to Enabled.
3. In the Key field, define your security key, for example, patience.
4. Enter Demo as the User Name.
5. Set the Force For Mailbox field to No.
6. Set the Force From Email Addresses to No.
7. Set the Expires field to No.
8. Leave the rest of the fields blank and save the record.

To create a sample form

1. Create a new form and name it appropriately, for example, Modify Email Workflow.
2. Do not add any new fields.
3. Save the form.

To create filter workflow that triggers a Notify action

Complete this procedure to create a filter that executes on the Submit condition of the Modify Email Workflow form and triggers a Notify action.

1. Create a filter.
2. Enter a filter name, for example, Modify Email Filter.
3. Select Modify Email Workflow as the Form Name.
4. Select Submit as the Execute On condition.
5. Leave the Run If condition blank. After you verify that you can use your filter workflow to modify requests, you can add a Run If qualification later.
6. Click the If Action tab, and perform the following actions:
   1. From the New Action list, select Notify.
   2. In the User Name field, enter Demo.
   3. From the Mechanism list, select Email.
   4. In the Subject field, enter Modify Email Workflow.

   5. In the Text field, enter the following information as the text of the message:

      Login:
      Password:
      Key:
      Action:
      Modify Form: Modify Email Workflow
      Request ID: $Request ID$
      Submitter!2!: $Submitter$
      Short Description:!8!: $Short Description$

      The Modify action in the text of the outgoing message is the special instruction that allows the  to modify an entry on the . The Modify action is valid only in Reply with Result emails. For more information, see Action-label.

7. Save your filter.

To export an email template

1. Log in  as a  administrator.
2. In the BMC Remedy AR System Navigator, right-click serverName, and choose Export > Mail Template.
   For more information, see Creating-and-exporting-mail-templates.
3. In the Export Mail Template dialog box, click the ellipsis (...) button next to the Form field.
4. In the Form Selector dialog box, select Modify Email Workflow form, and click OK.
5. In the Export Mail Template dialog box, perform the following actions:
   1. In the View Details table, select the views your want to use in the template.
   2. Click the ellipsis (...) button next to the To File field to specify the file name and location where you want the templates stored.
   3. Click Finish.
6. Open the email template in a text editor.

To create a test email

Complete this procedure to open a new email message and paste the contents of the exported mail template into the new email. You use this email to submit a record to the Modify Email Workflow form.

1. Create a new email in your email client.
2. Address the email to the  inbox account.
3. Enter a subject line, for example, Modify Email Workflow.

4. Copy and paste the contents of the exported email template into the new email, and then enter the required information for the template, for example:

   #
   # File exported Tue Sep 21 15:34:56 2004
   #
   Schema: Modify Email Workflow
   Server: POLYCARP.eng.bmc.com
   Login: Demo
   Password:
   Action: Submit
   # Values: Submit, Query
   Format: Short
   # Values: Short, Full
   Submitter !2!: Demo
   Short Description !8!: Email Test*
5. Send the email to the incoming mailbox.

To reply to email notifications

The email client sends your submit email to the incoming mailbox on the mail server. After receiving the email from the mail server, the  parses the instructions in your email, and makes the submit API calls to the . The server then creates a record in the Modify Email Workflow form. The incoming mailbox is configured to reply with results and generates an email response. Also, when a record is submitted, filter workflow triggers a Notify action that includes instructions for modifying the record.

Complete the following procedure to reply to email notifications generated by workflow.

1. Open the AR System Email Messages form in Search mode.
2. Confirm that the incoming mailbox has received your message, and then send the Reply with Result email.
3. In the mid tier, open the Modify Email Workflow form in Search mode.
4. Make sure a new record was created in the Modify Email Workflow form.

5. Check for new mail in your mail client.
   If you properly configured the  and all your permissions are working correctly, you should receive an email notification (as shown in the following figure) from the filter that you created previously.
   
   The following figure shows the modify key added to the notification:

   ##Modify##:\[$$ckI2UoIK4gNQ0qROehOucPFOokiXb/DfA07EiNObusaHtOquCV/ FSA==$$\]

   Warning

   You cannot modify a record through email without this ##Modify## key. Do not edit this key in any way!

6. Reply to the returned email, and enter the following information into the body of the email:

   Login: Demo
   Password:
   Key: patience
   Action: Modify
   Form: Modify Email Workflow
   Request ID: 000000000000002
   Submitter!2!: Demo
   Short Description:!8!: Modifying requests with workflow is great!
   ##Modify##:\[$$ckI2UoIK4gOt6aqHF2QE9x5d1nqwf6FJLifugKurp68lQH9XRehn Ew==$$\]

   Make sure you add the Login and security key. Update the Short Description so that you can verify that modifications work on records in the Modify Email Workflow form.

7. Send the reply email.
8. In the AR System Email Messages form, confirm that the incoming mailbox has received the email with the modify instruction.
9. In the mid tier, refresh the query results of the Modify Email Workflow form.
   The modify action should have modified the Short Description in the record.