Remedy foundation data

Trigger Conditions

In order to provide a degree of flexibility as to when a TE web service might be called as part of the Remedy Change Management workflow, a new foundation form BTI:TE:WS_TriggerConditions (see Figure 3), has been created. This form can contain entries that are used to determine if an instance of a Change Request should call a TE web service in order to create a related task in TE.

Figure 3: BTI:TE:WS_TriggerConditions

Entries in BTI:TE:WS_TriggerConditions define various criteria that a Change Request is compared against to determine if that request should create a task in TE. The criteria entries must contain a minimum of a Location Company (matched against the Location Company field on the Change Request form or any) and a Change Request Status (matched against the Change Request Status field on the Change Request form), but can also include a combination of Operational and Product Category tier fields that if defined are matched against the corresponding field combinations in an instance of a Change record. Note that entries in this form can use the value of – Global – for the Location Company field, in which case that entry will match any Location
Company value found in a Change Request.

In addition to the trigger criteria fields referred to above, entries in this form also contain Web Service input values that are applicable to that triggering condition. This allows flexibility to create tasks in TE with different input values for different Change states, companies and Change categorisation combinations. It also allows for flexible maintenance of this data should it be required due to configuration changes on the target TE environment.

To reach BTI:TE:WS_TriggerConditions in order to set up web service trigger condition records, it is necessary to create entries in the following forms:
• RAC:Config Options
• RAC:Config Tasks

These entries will ensure that a menu option appears in the Application Administration (Custom tab) under the Change Management -> Basis Technologies Settings menu structure.
The values for these entries are as follows:

RAC:Config Options

RAC:Config Tasks

Selecting the menu item for Web Service Trigger brings the form up in new mode. If you wish to modify existing entries in the form, simply change the mode to search and perform either a blank or QBE search. Pressing the Cancel button will close the form without saving changes or creating a new entry. Pressing the Save button will either create a new entry, or modify an existing one depending on upon the mode the form is currently in.