BMC Remedy ITSM Incident Management Filter Development
€18-36 EUR / hour
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Αναρτήθηκε πάνω από 8 χρόνια πριν
€18-36 EUR / hour
We need someone, who is able to provide us the necessary filter(s) so that two incidents in Remedy ITSM can be related and unrelated ( Incident - Incident "Caused" and "Caused By" relationship, e.g. by pushing fields into HPD:Associations.
The trigger is a a new Work Log entry that either specifies the incident number of the "Parent" or the "Child" incident - the work log entries are originated from the HPD:IncidentInterface_Create forms.
If incident A has a new worklog entry that contains ( not is ) the text "cause_incNr: B" , then the relationsships "B caused A" and " A caused by B" shall be created, and the "Request Summary" field in the relationships tab should display the Notes of the other incident.
If incident B has a new worklog entry that contains ( not is ) the text "symptom_7245283c-1544-49ba-a744-522d683e2f69_incNr: INC000000000111" , then the relationsships "B caused A" and " A caused by B" shall be created, and the "Request Summary" field in the relationships tab should display the Notes of the other incident. The text "symptom_7245283c-1544-49ba-a744-522d683e2f69_incNr: INC000000000111" can occur multiple times in the same work log entry with different IDs (7245283c-1544-49ba-a744-522d683e2f69 as an example here ).
If incident A has a new worklog entry that contains ( not is ) the text "cause_removed_incNr: B" , then the relationsships "B caused A" and " A caused by B" shall be removed,
Hi There,
I hope my extensive knowledge on remedy development is of some help to you on this case.
Below is the design of workflow.
1. Write a filter on HPD:Worklog with SetFields action when Worklog summary contains %cause_incNr:INC% OR %symptom_%incNR:%. Extract 15 characters of this string that starts with INC0 and place it in a temporary field.
2. Another filter will fire even this temp field contains an INC and pushes into HPD:Associations to create both Caused and Caused by relationships if not already an entry is not present in HPD:Associations for this relationship
3. Final fitler to run on when summary is like "cause_removed_incNr" that extracts INC# and updates HPD:Associations' records with status=delete if (RequestID01=INCA and RequestID02=INCB) OR (RequestID02=INCA and RequestID01=INCB) AND Relationshiptype Like "Caused%"
And that's it. You are all set. Please contact me if this helps.
Thank you,
Krishna
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