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LEGAL NOTICE .................................................................................................................................... 5
ABOUT AYEHU SOFTWARE TECHNOLOGIES........................................................................................ 6
ABOUT THIS DOCUMENT ................................................................................................................... 7
REQUIREMENTS ................................................................................................................................. 8
MODULE OPERATION ......................................................................................................................... 8
INTEGRATION ARCHITECTURE ............................................................................................................ 9
MODULE INSTALLATION..................................................................................................................... 9
INSTALLATION PROCESS – NEW INSTALL ........................................................................................ 9
INSTALLATION PROCESS – UPDATE ............................................................................................. 10
POST-INSTALLATION ........................................................................................................................ 13
MODULE CREATION AND CONFIGURATION ..................................................................................... 14
DEVICE CREATION .................................................................................................................... 14
MODULE GENERAL SETTINGS ..................................................................................................... 14
SERVER SETTINGS .................................................................................................................... 16
FORMS ................................................................................................................................... 17
FILTERS .................................................................................................................................. 18
MAPPING ............................................................................................................................... 19
Fields ............................................................................................................................................. 20
Severity .......................................................................................................................................... 20
State .............................................................................................................................................. 22
VARIABLES USAGE ........................................................................................................................... 24
CONDITION ............................................................................................................................. 24
ACTIVITY ................................................................................................................................ 26
ACTIVITIES........................................................................................................................................ 26
REMEDY ADD WORK LOG ......................................................................................................... 27
REMEDY CREATE RECORD ......................................................................................................... 27
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REMEDY GET RECORD .............................................................................................................. 29
REMEDY UPDATE RECORD ......................................................................................................... 30
CONFIGURATION FILE ...................................................................................................................... 31
LOG SETTINGS ......................................................................................................................... 31
TROUBLESHOOTING ......................................................................................................................... 32
MODULE IS DOWN ................................................................................................................... 32
TEST CONNECTION FAILURE ....................................................................................................... 32
CREATE RECORD, UPDATE RECORD, GET RECORD ......................................................................... 33
DEFAULT FORMS .............................................................................................................................. 34
CHG:INFRASTRUCTURE CHANGE ................................................................................................ 34
Mapping Details ............................................................................................................................ 34
HPD:HELP DESK ..................................................................................................................... 35
Mapping Details ............................................................................................................................ 35
PBM:PROBLEM INVESTIGATION ................................................................................................. 35
Mapping Details ............................................................................................................................ 35
ACTIVITIES MANDATORY FIELDS ...................................................................................................... 36
CHANGE ................................................................................................................................. 36
Create ............................................................................................................................................ 36
Update .......................................................................................................................................... 36
Add Work Log ................................................................................................................................ 37
INCIDENT ................................................................................................................................ 37
Create ............................................................................................................................................ 37
Update .......................................................................................................................................... 38
Add Work Log ................................................................................................................................ 38
PROBLEM ............................................................................................................................... 38
Create ............................................................................................................................................ 38
Update .......................................................................................................................................... 39
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Add Work Log ................................................................................................................................ 39
COMMON ACTIONS ......................................................................................................................... 40
GET RECORDS ......................................................................................................................... 40
Incident ......................................................................................................................................... 40
Change Request ............................................................................................................................ 40
USER ASSIGNMENT .................................................................................................................. 40
Incident ......................................................................................................................................... 40
Problem ......................................................................................................................................... 40
GROUP ASSIGNMENT ............................................................................................................... 40
Incident ......................................................................................................................................... 40
Problem ......................................................................................................................................... 41
UPDATE STATUS ...................................................................................................................... 41
Incident ......................................................................................................................................... 41
Change .......................................................................................................................................... 41
Problem ......................................................................................................................................... 42
TIPS 42
RECOVERY WORKFLOW ............................................................................................................ 42
5
Legal Notice
© 2016 Ayehu Software Technologies Ltd ("Ayehu").
The contents of Ayehu's publications, whether found on this website and/or in the
form of an eBook and/or any other form of publication (collectively the
"Publications"), are owned and copyrighted by Ayehu.
A single copy may be printed solely for personal and non-commercial use.
No part of the publication may be altered, reproduced, distributed, or transmitted in
any form or by any means, including photocopying, recording, or other electronic or
mechanical methods, without the prior written consent of Ayehu, except in the case
of brief quotations embodied in critical reviews and certain other noncommercial
uses permitted by law.
Any printed and/or electronically displayed (or any other such similar form of display
available) material (the "Materials") must contain the following copyright notice:
"Copyright © 2016 Ayehu Software Technologies Ltd. All Rights Reserved." and any
other copyright or other proprietary rights notices which were contained on the
Materials. Any other use of the Materials, either in whole or in part for any other
reason is expressly prohibited, unless prior written consent is obtained from Ayehu.
For the avoidance of any doubt, "Ayehu" and the names of all Ayehu Software
Technologies Ltd products and services referenced in this document are copyrighted
to Ayehu.
Other products' and/or companies' names referenced in the Materials may be the
trademarks of their respective owners.
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About Ayehu Software Technologies
Ayehu was founded in 2007 to develop and market innovative solutions for the
prevalent problem of network and IT system downtime. Ayehu’s flagship product,
EYESHARE, significantly reduces MTTR by bridging the gap between critical business
situations and relevant human resources.
Contact details:
Ayehu Software technologies, Ltd.
26 Harokmim Street
Holon, 5885849, Israel.
Tel: +972 (0)3 649 50 70
Website: http://www.ayehu.com
email: info@ayehu.com
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About this Document
This document describes the eyeShare - BMC Remedy integration components,
Module configuration and activities.
The following style conventions are used in this document:
Convention Use
Calibri Regular text
Calibri Bold Names of menus, commands, buttons, and other elements of the
User interface.
Calibri Italic Special terms; the first time they appear.
Notes offering an additional explanation or a hint on how to
overcome a common problem.
Warnings indicating potentially damaging User operations and
explanations on how to avoid them.
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Requirements
Supported Version
The supported versions of BMC Remedy required for this integration are:
BMC Remedy ITSM 7.6.x or BMC Remedy AR Server 7.6.x (Windows or UNIX
based).
BMC Remedy ITSM 8.1.x or BMC Remedy AR Server 8.1.x (Windows or UNIX
based).
BMC Remedy API versions are supported up to version 14.
The supported version of eyeShare for this integration is Ayehu eyeShare 4.5 (and
above), with a BMC Remedy Module license.
Server Time
The time of the eyeShare server and the BMC Remedy server must be synchronized.
Connectivity
The following ports should be open between the BMC Remedy Module and the BMC
Remedy Server:
Port 111
Private RPC sockets (39060 and above)
If the port defined in the configuration file ar.cfg (C:\Program Files\BMC
Software\ARSystem\Conf\ar.cfg) of the BMC Remedy server is set to any fixed port,
this fixed port must be open.
Module Operation
The BMC Remedy module discovers and pulls records data using the eyeShare BMC
Remedy Server service, which acts as a listener. The connection between the
eyeShare BMC Remedy service and the Remedy server is performed using the
Remedy C API. The Remedy Module provides a bidirectional communication channel
between Remedy and eyeShare. Once the Module is defined and available, eyeShare
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pulls new submitted records and updates, translates them into incidents and displays
them in eyeShare Dashboard. Records closed in the Remedy console trigger incident
closure in eyeShare, and vice versa (according to the mapping settings).
The process of this module operates in a 32 bit version and can also be installed
on a 64 bit server.
Integration Architecture
Module Installation
Requirements
1. One of the following operating systems:
Windows 2008 Server 64-bit
Windows 2012 Server 64-bit
2. Software: .Net Framework 3.5.1 and 4.5.1 installed.
3. The user running the installation should be an Administrator of the target host.
Installation Process – New Install
1. Run the eyeShare installer.
2. In the Setup Type step select Custom and click Next.
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3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare BMC Remedy Server. Then click Next.
4. Continue the installation as described in the Installation Guide.
Installation Process – Update
For instances already running eyeShare 4.5 and above, proceed with the following steps to add the BMC Remedy integration module:
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1. Execute eyeShare.exe, and click Next.
To run the installer as the Administrator, right click the executable and select
“Run as administrator”
2. Choose Modify and click Next.
5. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare BMC Remedy Server. Then click Next.
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3. Click Install.
4. A success notice will appear at the end of the installation process.
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Post-Installation
After the eyeShare BMC Remedy module in installed, copy the files listed below from
the BMC Remedy server to the following directory on the eyeShare server:
C:\Program Files (x86)\eyeShare\eyeShare BMC Remedy Server
Files to copy:
arapi75.dll
arcatalog_de.dll
arcatalog_eng.dll
arcatalog_es.dll
arcatalog_fr.dll
arcatalog_it.dll
arcatalog_jpn.dll
arcatalog_ko.dll
arcatalog_zh.dll
arcni75.dll
arencrypt75.dll
arrpc75.dll
arutl75.dll
arxmlutil75.dll
bmc.arnettoc.dll
bmc.arsystem.dll
bmc.arsystem.utilities.common.dll
bmc.atrium.dll
bmc.atrium.xml
cmdbapi75.dll
icudt32.dll
icuinbmc32.dll
icuio32.dll
icule32.dll
iculx32.dll
icutu32.dll
icuucbmc32.dll
msjava.dll
msvcp71.dll
msvcr71.dll
xalan-c_1_9.dll
xalanmessages_1_9.dll
xerces-c_2_6.dll
xerces-depdom_2_6.dll
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Module Creation and Configuration
Device Creation
1. In eyeShare Studio, access Incident Management Devices, and click New.
2. Set the BMC Remedy server name (e.g., the host name or the IP address) and
IP Address.
3. Click OK.
Module General Settings
1. In eyeShare Studio, access Configuration Modules, and click New.
2. In the Module Selection window, select BMC Remedy.
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3. Configure the Module’s general settings:
In the Name field, enter a meaningful name for the new Module (e.g., "BMC
Remedy Module").
In the Description field, enter a description of the new Module.
From the Device field, select the Device on which the Module is installed.
This is the device on which the “BMC Remedy Server” service is installed
and not the device where the actual BMC Remedy is installed.
In the Port field, enter the port through which the BMC Remedy Module
operates.
From the Monitor field, select the Module's monitoring option: select “Yes” if
you wish that eyeShare Server to monitor the Module’s availability.
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Click Configuration.
Server Settings
To configure the server settings of the Remedy Module:
From the Device field, select the machine in which BMC Remedy is
installed.
Set the Port from which to connect to Remedy, in case it is not the
default port.
In the User Name field, enter a user with permissions to open, update
and close Remedy Requests.
In the Password field, enter the password of the selected user.
Click Test Connection. If the connection was tested successfully,
proceed to the next step - Forms. Otherwise, refer to the
Troubleshooting section and search for your error.
To update the form list (in the Forms window) - add new forms or change an
existing form - click the Clear Cache button.
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Forms
In the Forms window you may import Remedy forms, and define their Filters and
Mapping. New Remedy records are pulled to eyeShare according to the form list and
their defined filters.
Records of forms that do not appear in the list are not pulled.
To add a new form to the list, select it from the Forms field, and click Add:
After adding the required forms, click Update to update the Module settings.
To load the Filters and Mapping settings of the three default forms, click Load
Defaults.
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Note that this action deletes previous form settings. For additional information
see Default Forms.
Filters
In the Filters window you may determine which records are forwarded from Remedy
to the eyeShare Server. You can create several filters, each containing a number of
conditions. The operator between two filters is “Or” and the operator within a filter
is “And”. To get all requests of a specific form do not create any filters.
Click Add to add a new filter and new filter categories and then click Update:
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When the filter contains fields that may not contain a value, add the following
filter to receive records: FieldName Equals Null.
Mapping
In the Mapping window you may translate Remedy properties into eyeShare
variables and objects. The window is divided into three sections: Fields, Severity, and
State.
The following checkboxes are located at the bottom of the Mapping window:
When checked, every time a record is updated the rule base is checked to find a
matching rule.
When checked, incoming alerts and tickets are processed but an eyeShare incident is
not created.
In case of a tag that holds a condition that matches the message properties,
the mapping window is ignored.
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Fields
In this section you can translate Remedy properties into eyeShare variables. Click
Optional Properties to add eyeShare properties to the list, or to remove them from
it. The Remedy properties list is updated automatically according to the selected
form.
Since most Remedy forms are created and configured by the users, only three
default forms can be stored.
Default mapping is already set to the forms loaded by default (when clicking
the Load Defaults button in the Forms Settings window).
Severity
In this section you can translate Remedy severities into eyeShare severities. There
are two options for severity selection:
Static Severity: all records of the specific form open an eyeShare incident with the
selected static severity.
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Customized Severity: records of the specific form open an eyeShare incident
according to the selected form field and its values. The possible fields in this category
are all fields in the specific form which are of list type (drop down list/radio buttons).
An eyeShare severity can be mapped into several Remedy severities. For example, if
you wish all Critical and Major Remedy records to be opened as Critical incidents in
eyeShare, type in “Critical,Major” in the Remedy Severity field:
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The manually entered values must be valid (and must exist in the drop down
list). The values are case sensitive.
State
In this section you can translate Remedy states into eyeShare states. There are two
options for state selection:
Static State: all records of the specific form open an eyeShare incident with the
selected static state.
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When using a static state, closing the request in Remedy does not close the
eyeShare incident, and vice versa.
Customized State: records of the specific form open an eyeShare incident according
to the selected form field and its values. The possible fields in this category are all
fields in the specific form which are of list type (drop down list/radio buttons).
An eyeShare state can be mapped into several Remedy states. For example, if you
wish all New and Assigned Remedy records to be opened as Down incidents in
eyeShare, type in “New,Assigned” in the Remedy Severity field:
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When more than one mapping option is selected to the eyeShare “Up” state,
closing the incident from eyeShare Dashboard changes the selected property to the
first option in the list.
Variables usage
When the Remedy Module is available, related variables are discovered in eyeShare
and can be used to define conditions or used in any activity.
The BMC Remedy variable “Severity” appears in eyeShare as “_Severity”.
Condition
To use Remedy variables in a condition, in the condition window select the Variables
radio button and then select the Remedy Module’s name from the list.
From the Form field select the relevant form name to display its fields:
All imported Remedy variables will then appear in the Standard Object Type list:
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You may either add or not add the form to the condition. If you choose to add
the form name, change the condition to “AND” type; only fields from the specified
form will match the condition.
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Activity
To use Remedy variables in an activity, click the Add Variable button ( ) in the
activity (or, alternatively, press Alt+V). From the Type field select the Remedy
Module’s name from the list, and select the form name from the Form list.
All imported Remedy variables then appear in the Name list:
Activities
To use the Remedy activities, open the Workflow designer window from eyeShare
Studio, and expand the BMC Remedy category from the toolbox. Then drag the
relevant activity to the designer area.
To learn more about the eyeShare Workflow designer please refer to the
eyeShare Workflow User Guide.
27
Remedy Add Work Log
This activity creates a new Work Log and saves it to an existing record in Remedy.
This option is not available in all forms. Go to the Activities Mandatory Fields
section to see the mandatory fields for this activity of the Default Forms.
Output: Success/Failure.
Remedy Create Record
This activity creates a new record in Remedy. Click Optional Properties to
add/remove fields.
Output: The ID of the new record.
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Remedy Get Record
This activity gets a list of records according to the selected criteria.
Click the Add button to add more filters to the list, and click Edit to modify existing
filters.
Output: a result Set of all matching records.
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Remedy Update Record
This activity updates an existing record in Remedy. Click Optional Properties to
add/remove fields.
RequestID is a mandatory property of this activity.
Output: Success/Failure.
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Configuration File
The following settings are available within the eyeShare BMC Remedy module configuration file - eyeShare BMC Remedy Server.exe.config, located in the directory of the eyeShare BMC Remedy Module executable, assigned to the Windows service eyeShare BMC Remedy Server.
{eyeShare Install Directory}\eyeShare BMC Remedy Server
The Default location is C:\Program Files\eyeShare\eyeShare BMC Remedy Server\eyeShare BMC Remedy Server.exe.config
In order for updates to take effect, restart the Module’s Windows Service.
Log Settings
The following setting define the eyeShare Module logging:
<add key="LogLevel" value="1"/>
Default: value="1"
Defines the level of details captured and written to the module log file:
1 – Critical errors are written to the log file
2 - Critical and warning errors are written to the log file
3 – All log levels are written to the log file
<add key="LogsDirectory" value=""/>
Default: value=""
Defines the log file path. The default path is the one set during the installation.
<add key="LogFileName" value=""/>
Default: value=""
Defines the log file name. The default name is “eyeShare_BMC Remedy Server_DDMMYYYY.log”. For example: eyeShare BMC Remedy Server_17092015.log
<add key="LoggingDateFormat" value="MM/dd/yyyy HH:mm:ss"/>
Default: value="MM/dd/yyyy HH:mm:ss"
Defines the date and time format written to log file entries.
<add key="LogNumberOfDaysToPreserve" value="14"/>
Default: value="14"
Defines the number of days log files are kept prior to auto deletion.
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Troubleshooting
Module is down
If the Module is down, open the Configuration window and click Test Connection.
If the test is successful - verify your license contains the “BMC Remedy” in the
Modules section.
If the test fails - continue troubleshooting according to the next section.
Test Connection failure
1. Error: “Could not connect to net.tcp://ServerName: 11020./ The connection
attempt lasted for a time span…” ( “ServerName” represents the device you
have listed in the General Settings window).
Explication and/or Solution: Remedy Module is not installed on
“ServerName”, or service “eyeShare BMC Remedy” is not running. If the
specified server is incorrect then select the correct server where the
component is installed. If the server name is correct then start the service (or
restart it if it is already started). If the service does not exist install it on the
selected server.
2. Error: “Unable to connect to BMC Remedy server”.
Solution: Check that the domain name, user name and password you have
provided are correct and that this user has sufficient permissions to access
Remedy.
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Create Record, Update Record, Get Record
1. Error: Activity displays the error “Unable to communicate with BMC Remedy
Module”.
Explication and/or Solution: the Remedy Module’s status Down, check
troubleshooting step “Module is down”.
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Default Forms
Clicking Load Forms loads three default BMC Remedy Module forms with a set of
Mapping definitions.
The BMC Remedy field names are not identical to the labels shown in the
console. The names displayed in the Mapping table are the BMC Remedy database
names.
Closing alerts from the three default forms via eyeShare Dashboard does not
close the alerts in Remedy.
CHG:Infrastructure Change
This form pulls new records from the Change Management Console (CRQ records).
Mapping Details
eyeShare Property BMC Remedy Property
Classification Change Timing
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EventName Change Type
External ID Request ID
Information Description
Severity Priority
State Change Request Prev Status
HPD:Help Desk
This form pulls new records from the Incidents Console (INC records).
Mapping Details
eyeShare Property BMC Remedy Property
Classification Service Type
EventName Reported Source
External ID Request ID
Information Description
Severity Priority
State Status
PBM:Problem Investigation
This form pulls new records from the Problems Console (PBI records).
Mapping Details
eyeShare Property BMC Remedy Property
Classification Investigation Driver
EventName ServiceCI
External ID Problem Investigation ID
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Information Description
Severity Priority
State Investigation Status
Activities Mandatory Fields
This section details the default fields in the Create Record, Update Record and Add
Work Log activities of the Default Forms.
Change
Create
To create a new Change Request use form CHG:ChangeInterface_Create.
The mandatory fields for this form load automatically once the form is selected:
Last_Name [must be a valid value that exists in the user table]
First_Name [must be a valid value that exists in the user table]
Status [list selection]
Change_Type [list selection]
Impact [list selection]
Urgency [list selection]
Description [free text]
Short Description [free text]
Submitter [free text]
Change Timing [list selection]
Risk Level [list selection]
Company [must be a valid value that exists in the user table]
Location Company [must be a valid value that exists in the user table]
Update
To update an existing Change Request use the form CHG:ChangeInterface.
The mandatory fields for this form are:
Request ID [The Change Request ID as is appears in the Change Management
Console]
To update certain fields, Assignee and Assignee Login ID are required.
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Add Work Log
To add a Work Log to an existing Change Request use the form CHG:WorkLog.
The mandatory fields for this form are:
Description [free text]
Infrastructure Change ID [The Change Request ID as is appears in the Change
Management Console]
Secure Work Log [list selection]
Short Description [free text]
Status [list selection]
Submitter [free text]
View Access [list selection]
Work Log Submit Date [must be a valid date written in the form’s format]
Work Log Submitter [free text]
Work Log Type [list selection]
Incident
Create
To create a new incident use form HPD:IncidentInterface_Create.
The mandatory fields for this form load automatically once the form is selected:
Last_Name [must be a valid value that exists in the user table]
First_Name [must be a valid value that exists in the user table]
Status [list selection]
Service_Type [list selection]
Impact [list selection]
Urgency [list selection]
Description [free text]
Reported source [list selection]
Short Description [free text]
Submitter [free text]
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Update
To update an existing incident use the form HPD:IncidentInterface.
The mandatory field for this form is:
Request ID [The Incident ID as is appears in the Incident Management
Console]
To update certain fields, Assignee and Assignee Login ID are required.
Add Work Log
To add a Work Log to an existing Incident use the form HPD:WorkLog.
The mandatory fields for this form are:
Description [free text]
Incident Number [The Incident Request ID as is appears in the Incident
Management Console]
Secure Work Log [list selection]
Short Description [free text]
Status [list selection]
Submitter [free text]
View Access [list selection]
Work Log Submit Date [must be a valid date written in the form’s format]
Work Log Submitter [free text]
Work Log Type [list selection]
Problem
Create
To create a new problem use form PBM:ProblemInterface_Create.
The mandatory fields for this form load automatically once the form is selected:
Company [must be a valid value that exists in the user table]
Contact Company [must be a valid value that exists in the user table]
Last_Name [must be a valid value that exists in the user table]
First_Name [must be a valid value that exists in the user table]
Status [list selection]
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Impact [list selection]
Investigation Driver [list selection]
Known Error Status [list selection]
ServiceCI [must be a valid value that exists in the user table]
Urgency [list selection]
Description [free text]
Short Description [free text]
Submitter [free text]
To create a problem, the user with the selected Last_Name and First_Name
must belong to the support group.
Update
To update an existing Problem use the form PBM:ProblemInterface.
The mandatory field for this form is:
Sys-Problem Investigation ID [The Sys-Problem Investigation ID as is appears
in the Problem Management Console]
Add Work Log
To add a Work Log to an existing Problem use the form PBM:Investigation WorkLog.
The mandatory fields for this form are:
Assign WorkLog Flag [list selection]
Description [free text]
Problem Investigation ID [The Problem Investigation ID as is appears in the
Problem Management Console]
Secure Work Log [list selection]
Short Description [free text]
Status [list selection]
Submitter [free text]
View Access [list selection]
Work Log Submit Date [must be a valid date written in the form’s format]
Work Log Submitter [free text]
Work Log Type [list selection]
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Common Actions
Get Records
Incident
To use the Get Records activity for the Incident form and search for the Request ID,
select the Incident Number field.
Change Request
To use the Get Records activity for the Change Request form and search for the
Change Request ID, select the Infrastructure Change ID field.
User Assignment
Incident
The following fields are mandatory to the assignment of a user to an incident:
Assignee
Assignee Login ID
To remove a user assignment, simply use the Incident Number form, add the
Assignee field and leave it empty.
Problem
The following fields are mandatory to the assignment of a user to a problem:
Assignee
Assignee Login ID
To remove a user assignment, simply use the PBM:ProblemInterface form, add the
Assignee field and leave it empty.
Group Assignment
Incident
To assign a group to an incident, the following fields are mandatory:
Assigned Group
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Assigned Group ID
Assigned Support Company
Assigned Support Organization
Problem
The following fields are mandatory to the assignment of a group to a problem:
Assigned Group
Assigned Group ID
Support Company Pblm Mgr
Support Organization Pblm Mgr
If no user is assigned to the problem BMC Remedy automatically assigns the
first user in the list to the problem.
Update Status
Incident
The following fields are mandatory to updating an incident:
Assignee
Assignee Login ID
Status
The above fields are required to set the status of the Incident to “Closed”. To
set a different status, other fields may be required.
Change
The following fields are mandatory for changing the status of a Change Request from
“Request for Authorization” to “Scheduled for Review”:
Scheduled End Date
Scheduled Start Date
Change request Status
The following fields are mandatory for changing the status of a Change Request from
“Implementation in Progress” to “Completed”:
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Actual End Date
Actual Start Date
Performance Rating
Change request Status
Changing the status to a different value requires Change request Status field.
Problem
The following fields are mandatory for updating the status of a problem:
Investigation Status Reason
Investigation Status
Target Resolution Date
The above fields are required to set the status of the problem to “Completed”.
To set a different status, other fields may be required.
Tips
Recovery Workflow
If you want to trigger a Workflow when an alert is acknowledged, select the relevant
option from the following list and perform the following steps:
The closed record complies with the original record’s condition:
1. In eyeShare Studio, go to Rules, and open the relevant rule.
2. Add a recovery workflow to the row of the original condition.
For example: if the condition to execute a Workflow when getting a record is
“Priority = High”, the Workflow in the Workflow field is executed when the
record is opened, and the Workflow in the Recovery Workflow field is
executed when the record is closed.
43
The closed record does not comply with the original record’s condition:
1. In eyeShare Studio, go to Rules, and open the relevant rule.
2. Create a new condition that complies with the closed record.
3. Add a recovery workflow to the new condition.
For Example: if the condition to execute a Workflow when getting a record is
“Status = New”, the Workflow in the Workflow field is executed when the
record is opened; however, closed records do not comply with this condition.
In this case, add another condition - “Status = Closed” and add a recovery
Workflow executed when the record is closed.
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