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How to Create a Ticket

Updated: May 25, 2010

Applies To: Opalis 6.2.2

This topic describes how to create a Remedy ticket for BMC Remedy IT Service Management 7 by using the Opalis Integration Server and to configure the objects. If you are using BMC Remedy IT Service Management 6, you only have to create a single Create Ticket object.

We recommend modifying the process described below and build a nested policy (or subroutine) for reuse in other workflows.

For more information about how to build a nested policy, see the “Opalis Integration Server Client User Guide”.

To create and link BMC Remedy Ticket objects

  1. In the Opalis Integration Server Client with the Point-to-Point Workflow policy open, in the Object Palette, expand the BMC Remedy AR System category.

  2. Click and drag a Create Request object to the designing workspace.

  3. Right-click the name of the Create Request object and select Rename.

  4. Enter Generate Ticket ID.

  5. Click and drag a Get Request object to the designing workspace.

  6. Right-click the name of the Get Request and select Rename.

  7. Enter Get Submitter.

  8. Click and drag a second Create Request object to the designing workspace.

  9. Right-click the name of the Create Request and select Rename.

  10. Enter Create Ticket.

  11. Create a link between the Monitor Alert object and the Generate Ticket ID object by clicking and dragging the right arrow of the Monitor Alert object to the Generate Ticket ID object.

  12. Create a link between the Generate Ticket ID object and the Get Submitter object by clicking and dragging the right arrow of the Generate Ticket ID object to the Get Submitter object.

  13. Create a link between the Get Submitter object and the Create Ticket object by clicking and dragging the right arrow of the Get Submitter object to the Create Ticket object.

The objects that you have to have to create a BMC Remedy ticket are created and linked.

To configure the Generate Ticket ID object

  1. Double-click the Generate Ticket ID object to edit the properties.

  2. Next to AR System Record Properties: Connection, click the ellipses button (…).

  3. In the Item Selection dialog box, select Help Desk.

  4. Click OK.

  5. Next to AR System Record Properties: Form, click the ellipses button (…).

  6. In the Form Selection dialog box, select HPD:CFG Tick Num Generator.

  7. Click OK.

  8. Click Select Published Data.

  9. In the Select Published Fields dialog box, from the Available Fields list, select Submitter.

  10. Click OK.

  11. Click Finished.

The Generate Ticket ID object is configured to generate a unique BMC Remedy ticket.

To configure the Get Submitter object

  1. Double-click the Get Submitter object to edit the properties.

  2. Next to AR System Record Properties: Connection, click the ellipses button (…).

  3. In the Item Selection dialog box, select Foundation Elements.

  4. Click OK.

  5. Next to AR System Record Properties: Form, click the ellipses button (…).

  6. In the Form Selection dialog box, select CTM: People.

  7. Click OK.

  8. Click Add.

  9. In the Filter settings tab, select Name: Submitter.

  10. Set Relation to Matches Pattern.

  11. Right-click the Value field, select Subscribe, and then select Published Data.

  12. In the Published Data dialog box, select the Submitter object.

  13. Click OK.

  14. Click OK.

  15. Click Select Published Data.

  16. In the Select Published Fields dialog box, from the Available Fields list, select First Name.

  17. Click the >> arrows.

  18. Select Last Name from the Available Fields list.

  19. Click the >> arrows.

  20. Click OK.

  21. Click Finished.

The Get Submitter object is now configured to retrieve the details of the user submitting the ticket.

To configure the Create Ticket object

  1. Double-click the Create Request object to edit the properties.

  2. Next to AR System Record Properties: Connection, click the ellipses button (…).

  3. In the Item Selection dialog box, select Help Desk.

  4. Click OK.

  5. Next to AR System Record Properties: Form, click the ellipses button (…).

  6. In the Form Selection dialog box, select HPD: Help Desk.

  7. Click OK.

  8. In the AR System Record Properties list, right-click the Description field select Subscribe, and then select Published Data.

  9. In the Published Data dialog box, set the Object box to Monitor Alert.

  10. Scroll down the list of available attributes and select Description.

  11. Click OK.

  12. In the AR System Record Properties list, right-click the Incident Number field, select Subscribe, and then select Published Data.

  13. In the Published Data dialog box, set the Object field to Generate Ticket ID.

  14. Scroll down the list of available attributes and select Incident Number.

  15. Click OK.

    noteNote
    You may enter static and published data into additional fields.

  16. Click Finished.

The Point-to-Point Workflow policy is now created and ready to test.

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