DWPA/Enhanced Catalog

Overview

The Partner IT Work Order Workflow provides an easy, consistent method for creating work order workflows in DWPA. The workflow is called through a Call Activity step, in the same fashion as the approval process, with the 7 required fields being set through values found in the Service Broker Context variable and the name of a Work Order Template.

Features

• Single-step creation of work order fulfillment records
• Handles the implementation and response handling of managerial and adhoc approvals with each approval being bypassable
• Automatic Notes/Description based on the questions and answers in your service
• Handles Detail tab data for the first 20 questions
• Ability to add attachments to your Work Order
• Set your Work Order Summary or have it populated with your Work Order Template

Interface

Example

1. Drag a Call Activity step onto the canvas
   
2. In the Called Process dropdown, select *Partner IT - Work Order Workflow
   
3. Fill in properties using values from your questionairre and the context variable. At a minimum, the required properities need to be filled in. With the exception of the Work Order Template property which needs to be the name of the work order template used for this request, the required fields can be populated with values from your context variable.
   

Installation & Setup

Files Needed

  PartnerIT_WorkOrder.zip -- DWPA import file
  SB-AdhocApprovalProcess_1.zip -- Deployment Manager import file

Installing the Adhoc approval process

1. Download   SB-AdhocApprovalProcess_1.zip
2. On the ITSM target instance, open the Deployment Management Console
   
3. Using the Deployment Management Console
   1. Import the zip file downloaded in Step 1
   2. Deploy the imported package
   
4. Confirm the installation by verifying SB-Adhoc exists in Approval Administration Console

Installing the Partner IT - Work Order Workflow

1. Download   PartnerIT_WorkOrder.zip
2. On the DWPA target instance, go to Services/Services
   
3. Select Import From File and select the file downloaded in the previous step
   
4. In the Import Handling dialog, choose to preserve srouce attributes and overwrite existing workflows, then click Confirm
   
5. Confirm success by viewing Partner IT - Work Order in DWPA Services.

Do not publish the service. There is no need to publish the Partner IT - Work Order service in order to use the related workflow.

Technical Workflow

Click to view full-size Work Order workflow

Stage 1 - Summary

Sets the Summary on the Work Order

• Blank - takes Summary from the work order template
• Value - value is checked for 100 character limit. If greater than 100 characters, the first 97 characters are kept and an ellipsis (...) is appended.

Stage 2 - Description

Sets the Notes (Description field) of the Work Order

• Blank - Description is constructed using the Question and Answers provided
• Value - Used as the Description/Notes value

Stage 3 - Manager Approval

Bypassable by setting ByPass Manager Approval to "true"; otherwise the resulting Work Order requires management approval. If the property is left blank, the manager approval runs by default.

Stage 4 - Adhoc Approval

The adhoc approval process provides a mechanism to obtain an approval from a user determined by workflow, lookup or, while not recommended, hard-coding. This is often used for application owner or business approvals.

• Bypassable by setting ByPass Adhoc Approval to "true"; otherwise the resulting Work Order does not require adhoc approval. Not setting a value bypasses adhoc approval.
  This differs from the Manager Approval whereas no value runs the manager approval, no value for bypassing adhoc approval will not run adhoc approval.
• If adhoc approvals are used then the Adhoc Approver property must be set with the value of the Remedy Login Id of the approving user.

Stage 5 - Details/Build Input Sets

Properties Details Value xx - <variable type> map to Build Input Sets constructed to populate the Details tabs of the Work Order. These should match the values expected in the Work Order Template.

Stage 6 - Create the Work Order

The final step creates the Work Order using the values supplied in the previous steps and values used from the Work Order Template.