Create Request
The Create Request object is used to
create a request on BMC Remedy AR System.
How it is used
Use the Create Request object to
create a new BMC Remedy AR System request to add a new user to the
system.
Configuration
To configure the Create Request
object, you will need to know the name of the BMC Remedy AR System
connection and form name that you want to use, and the field names
that you want to include in the new request.
Details tab
Connection
|
Type the name of the connection
that you want to use, or click the ellipsis button (...) and browse for it. Select the
connection from the Item
Selection dialog.
|
Form
|
Type the name of the BMC Remedy
AR System form that you want to use to submit the new request, or
click the ellipsis button (...) and browse for it. Select the form
name from the Form
Selection dialog. When you select a form, the required
fields for that form appear in the list below the Form field. See below for instructions
on configuring BMC Remedy AR System fields.
|
Select optional fields
|
To add optional fields to the
form that you are using to submit the new request, click the
Select optional fields
button. Select the fields that you want to use from the
Available fields list, and
click >> to move them
to the Selected fields
list. The optional fields appear in the list below the Form field. See below for instructions
on configuring BMC Remedy AR System fields.
|
Select Published Data
|
To select the fields that will
be published by this object as Published Data items, click the
Select Published Data
button. Select the fields that you want to use from the
Available fields list, and
click >> to move them
to the Selected fields
list.
|
Configuring BMC Remedy AR System
fields
After you have selected the BMC
Remedy AR System form that you want to use to submit the new
request, and have added optional fields that you want to use, the
fields appear below the Form field. You must configure them
with the information that will populate the new request.
To configure BMC Remedy AR
System fields:
1.
|
In the field list, click in the
field to the right of the field name.
|
2.
|
Do any of the following in the
field:
|
•
|
Insert a Remedy Keyword.
|
•
|
Insert an Opalis Published Data
item.
|
•
|
Insert an Opalis
Variable.
|
•
|
Type a value. Use the
appropriate data type for the information that you type into the
field.
|
•
|
If an ellipsis button
(...) appears, you can
click the ellipsis button and select the value from the
Item Selection dialog.
Items in this list are dynamically generated. Their content depends
on how BMC Remedy AR System is customized at your
organization.
|
3.
|
Repeat these steps for each item
in the field list.
|
Note on creating requests when
fields depend on other forms and you do not have complete
information
BMC Remedy Incident Management
requires that the ID of the person, entity, or department that
submits a request must already exist in its database. If you are
creating an Opalis Policy that submits a request in the name of a
person in your organization, you may have the person’s first and
last name when creating the Policy, but you may not have their BMC
Remedy AR System Person ID number. Without this number, your Policy
will not have a valid reference to a person, entity, or
department.
Opalis Software, Inc. recommends
using a Policy that checks that the person exists in the database,
then submits the request. The following Policy is an example of
this workflow. It first checks if the person exists in the
database. If the person exists in the database, the Policy creates
the incident. If the person is not found in the database, the
Policy creates the person and then creates the incident.
Note: This is a sample situation only.
Your organization’s needs may be different. For example, you may
not wish to automatically create a new person in the database if
the original person was not found. Use the following Policy as a
guide and customize it to meet your requirements.
Figure I: This Policy verifies
that the submitter of a request already exists in the BMC Remedy AR
System database.
Configure the objects according to
the screenshots below. These steps correspond to the numbers in the
diagram:
1.
|
The Get Person object:
|
Click Select Published Data and select the
following Published Data items:
2.
|
This link is triggered if the
person is found in the database:
|
3.
|
The Create Incident 1
object:
|
4.
|
Configure this link from the Get
Person object to the Create Person object to handle the workflow if
the person is not found in the database:
|
5.
|
The Create Person object:
|
Click Select Published Data and select the
following Published Data items:
6.
|
Configure the link between the
Create Person object and the Create Incident 2 object to trigger if
the Create Person object returns Success.
|
7.
|
The Create Incident 2
object:
|
8.
|
Incorporate this sample Policy
into the workflow that you have designed to submit incidents.
|
Available Published Data
Click Select Published Data and select the
BMC Remedy AR System fields that will be published as additional
Published Data items by this object. This prevents overloading of
the Opalis Datastore. See the Select Published Data entry in the
Details table above for
instructions. The following table lists the Published Data items
that this object generates by default.
Name
|
Description
|
AR System Form
|
The name of the BMC Remedy AR
System form that you are using.
|
AR System Server
|
The name of the BMC Remedy AR
System server that you are using.
|
AR System Username
|
The BMC Remedy AR System user
name that you used to connect to the BMC Remedy AR System
server.
|
Unique ID
|
The unique ID of the
request.
|