Update Remedy Record
Description
Use the step to tupdate 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
| Field name | Description |
|---|---|
| Step name | Specify a unique name for the step. |
| CONNECTION tab: | Connection fields |
| Server Name | Specify IP, hostname, or fully qualified domain name of Remedy server. The field is mandatory. |
| Port Number | Specify the port number to access the Remedy Server. Port must be positive integer value. The field is mandatory. |
| User Name | Specify the username having permission to login to Remedy Server. For example, Allen. The field is mandatory. |
| Password | |
| Accept value as variable/static | Leave the checkbox clear to accept Password value from a field in the previous steps of the stream using the list. Else, select the checkbox for Password field to appear as text box. The field is mandatory. |
| Password | Specify the password to the username to authenticate to Remedy. Password is encrypted and not stored in the .psw file. The field is mandatory. If the checkbox is selected, then the Password field appears as text box for static values or variables. Else, if the checkbox is clear, then the Password field appears as a combo box to select fields from previous steps. |
| Test Connection | Click to test the connection with the specified username and password. 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 does not work. Hence, provide connection fields either as static values or environment variables to test connection with Test Connection 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: | Input Fields |
| Form Name and Button to Get Forms | Double click 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 or 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 example, WOI:WorkOrder to update workorder, HPD:HelpDesk to update incident, CHG:Infrastructure to update for change. |
| Criteria Field | Double click to select a field. Specify a value for the selected field. |
| Field Name | Select form field names to be updated from the list. |
| Field Value | Specify values for the corresponding field name. For example, Status=3 for success and 2 for failure, Description=ResultData and Retry Count=3. |
| OUTPUT tab: | Output Fields |
| Field Name | Choose the outputs field of the form. |
| Output Field | Specify the Process Studio output field name to store the remedy field values. |