Update Request
The Update Request object is used to
make changes to an existing request.
How it is used
Use the Update Request object to
update status information in a help desk request.
Configuration
To configure the Update Request
object, you will need to know the name of the BMC Remedy AR System
connection and form name that you want to use, the ID number of the
request that you want to update, and the field names in the request
that you want to change.
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 contains the fields that you want to update, or
click the ellipsis button (...) and browse for it. Select the form
name from the Form
Selection dialog. See below for instructions on configuring
BMC Remedy AR System fields.
|
ID
|
Type the request ID number of
the request that you want to update, or insert a Published Data
item that represents a group of requests that you want to change in
one operation.
|
Select fields
|
To add fields that you want to
update, 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 update a request for, and
have added the optional fields that you want to update, the fields
appear below the Form
field. You must configure them with the updated information that
will populate the 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.
|
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.
|