Remedy
We have Remedy steps to get, insert and update application data in Remedy.
Prerequisites: Access to a Remedy instance from Process Studio / AE agent machine.
Get Remedy Record
Description
This Plugin step is used to fetch the record details of Remedy Applications like Incident Management, Service Request Management, Change Management, Problem Management and others based on the criteria provided.
Configurations
No.
Field Name
Description
1
Step Name
Name of the step. This name has to be unique in a single workflow.
Connection:
2
Server Name
Specify IP, hostname or fully qualified domain name of Remedy server. This field is mandatory.
3
Port Number
Port Number to access Remedy Server. Port must be positive integer value. This field is mandatory.
4
User Name
The username having permission to login to Remedy Server (Ex: - Allen). This field is mandatory.
Password:
5
Checkbox: Accept Value as variable/static
Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list.
Else enable checkbox for Password field to appear as Text box.
6
Password
The Password to the username to authenticate to Remedy. Password is encrypted and not stored in the .psw file. Password is entered using a widget. The widget handles both Text Var(static value or environment variable) and Combo(drop down containing values from previous steps). This field is mandatory.
If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.
Button:
7
Test Connection
Test connection with username and password provided. Verifies whether the connection is available or not.
Server name, Port number, username and password are mandatory. If invalid username and password are provided connection is established as a guest user.
Note: If the connection fields are provided from previous step, then Test Connection Button does not work. Hence, provide connection fields either as static values or environment variables to test connection with the Test Connection Button the first time. All requisite forms and fields in Input and Output fields will now be populated with the corresponding values.
Once input and output field values are populated the connection fields may be replace with previous step fields.
Input Tab:
No.
Field Name
Description
Input Fields:
1
Form Name
This holds the Remedy form name from which the record details will be fetched.
2
Button: Get Forms
Click on this button to get the list of Forms and select one to populate it into the Form Name field. The list of forms visible depends on the access(/role) permissions of the user.
Get Record is done on main forms, for e.g. WOI:WorkOrder to get workorder, HPD:HelpDesk to get incident and CHG:Infrastructure to get for change.
3
Criteria Field
Double click on this field to get the list of fields associated with the selected form.
4
Criteria Value
Specify the valid value for the selected field. If an invalid value is provided then no result record is returned.
Output Tab:
No.
Field Name
Description
1
Output Fields:
2
Field Name
The name of the fields to be fetched should be selected. Multiple fields can be selected from the list displayed on click. The selected field’s values will be the output parameters of this plugin.
3
Field Value
Specify the name to the output field which holds the value of the fields selected.
Common Buttons:
No.
Field Name
Description
Buttons:
1
OK
On click of this button. It will check the field values. If any required field values are missing then it will display validation error message.
If all the required field values are provided then it will save the field values.
2
Cancel
On click of this button, it will cancel the window and do not save any values
Insert Remedy Record
Description
The step is used to create records in Remedy Applications like Incident Management, Service Request Management, Change Management, Problem Management and others. Users can insert into any form according to the permissions.
Configurations
No.
Field Name
Description
1
Step Name
Name of the step. This name has to be unique in a single workflow.
Connection:
1
Server Name
Specify IP, hostname or fully qualified domain name of Remedy server. This field is mandatory.
2
Port Number
Port Number to access Remedy Server. Port must be positive integer value. This field is mandatory.
3
User Name
Remedy login username. (Ex: - Allen). This field is mandatory.
Password:
4
Checkbox: Accept Value as variable/static
Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list.
Else enable checkbox for Password field to appear as Text box.
5
Password
The Password to the username to authenticate to Remedy. Password is encrypted and not stored in the .psw file.Password is entered using a widget. The widget handles both Text Var(static value or environment variable) and Combo(drop down containing values from previous steps). This field is mandatory.
If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.
Button:
6
Test Connection
Test connection with username and password provided. Verifies whether the connection is available or not.
Server name, Port number, username and password are mandatory. If invalid username and password are provided connection is established as a guest user.
Note: If the connection fields are provided from previous step, then Test Connection Button does not work. Hence, provide connection fields either as static values or environment variables to test connection with the Test Connection Button the first time. All requisite forms and fields in Input and Output fields will now be populated with the corresponding values.
Once input and output field values are populated the connection fields may be replace with previous step fields.
Input Tab:
No.
Field Name
Description
1
Input Fields:
2
Form Name and Button to Get Forms
Click this button to get a list of Remedy forms. Choose a form from the list to populate the Form Name field. The list of forms visible depends on the access(/role) permissions of the user.
Once a form is chosen the Criteria field is enabled. Provide a criteria and its value.
By using this plugin we can insert in any interface form which is available in Remedy. For e.g. if creating an incident, you need to insert record in the form: HPD:IncidentInterface_Create, to create a workorder you need to insert record in the form WOI:WorkOrderInterface_Create and to create change you need to insert record in CHG:ChangeInterface_Create.
3
Field Name
Select form field names from the list. The mandatory field names must be chosen and values provided. Else, the step gives an error listing the mandatory fields to be provided.
4
Field Value
Provide values for the corresponding field name chosen above. (e.g. Status=3 for success and 2 for failure, Description=ResultData and Retry Count=3).
Output Tab:
No.
Field Name
Description
1
Output Fields:
2
Field Name
Choose the outputs field of the form.
3
Output Field
The process studio output field name to store the remedy field values.
Common Buttons:
No.
Field Name
Description
Buttons:
1
OK
On click of this button. It will check the field values. If any required field values are missing then it will display validation error message.
If all the required field values are provided then it will save the field values.
2
Cancel
On click of this button, it will cancel the window and do not save any values
Update Remedy Record
Description
The step is used to update Remedy Applications like Incident Management, Service Request Management, Change Management, Problem Management and others. For example Remedy Update can be used to close a ticket if resolved.
Configurations
No.
Field Name
Description
1
Step Name
Name of the step. This name has to be unique in a single workflow.
Connection:
1
Server Name
Specify IP, hostname or fully qualified domain name of Remedy server. This field is mandatory.
2
Port Number
Port Number to access Remedy Server. Port must be positive integer value. This field is mandatory.
3
User Name
Remedy login username. (Ex: - Allen). This field is mandatory.
Password:
4
Checkbox: Accept Value as variable/static
Leave checkbox unchecked to accept Password value from a field in the previous steps of the stream using a drop down list.
Else enable checkbox for Password field to appear as Text box.
5
Password
The Password to the username to authenticate to Remedy. Password is encrypted and not stored in the .psw file.Password is entered using a widget. The widget handles both Text Var(static value or environment variable) and Combo(drop down containing values from previous steps). This field is mandatory.
If checkbox above is enabled Password field appears as Text box. Else if checkbox above is disabled Password field appears as a drop down to select fields from previous steps.
Button:
6
Test Connection
Test connection with username and password provided. Verifies whether the connection is available or not.
Server name, Port number, username and password are mandatory. If invalid username and password are provided connection is established as a guest user.
Note: If the connection fields are provided from previous step, then Test Connection Button does not work. Hence, provide connection fields either as static values or environment variables to test connection with the Test Connection Button the first time. All requisite forms and fields in Input and Output fields will now be populated with the corresponding values.
Once input and output field values are populated the connection fields may be replace with previous step fields.
Input Tab:
No.
Field Name
Description
1
Input Fields:
2
Form Name and Button to Get Forms
Click this button to get a list of Remedy forms. Choose a form from the list to populate the Form Name field. The list of forms visible depends on the access(/role) permissions of the user.
Once a form is chosen the Criteria field is enabled. Provide a criteria and its value.
Update is done on main forms, for e.g. WOI:WorkOrder to update workorder, HPD:HelpDesk to update incident, CHG:Infrastructure to update for change.
3
Criteria Field:
Double click to select a field. Provide a value for the selected field.
Field Name
Select form field names to be updated from the list.
Field Value
Provide values for the corresponding field name chosen above. (e.g. Status=3 for success and 2 for failure, Description=ResultData and Retry Count=3).
Output Tab:
No.
Field Name
Description
1
Output Fields:
2
Field Name
Choose the outputs field of the form.
3
Field Value
The process studio output field name to store the remedy field values.
Common Buttons:
No.
Field Name
Description
Buttons:
1
OK
On click of this button. It will check the field values. If any required field values are missing then it will display validation error message.
If all the required field values are provided then it will save the field values.
2
Cancel
On click of this button, it will cancel the window and do not save any values