AppPortal/Remedy Default Operations

[dbeckner]

I am trying to understand what the following 3 default operations do for the ITSM Remedy integration. These were automatically generated when we created the connection to Remedy. Our current workflow is Catalog Item Checkout > Approval > Remedy Service Request. We would like to better understand where these statuses are generated and view, what the query does, and overall functionality of these operations to determine if we should configure them. We have looked for documentation that provides this information, but haven't found anything outside of configuration details.

[CharlesW · Accepted solution]

These default operations are just common tasks that App Portal might need to perform against Remedy.. Usually the name of the operation will give you an idea as to what it does.. Out of box, App Portal will allow you to create an incident or a request. The update operation allow you to update the status on an request/incident .  This might be used if you wanted to close a request with a particular status after an installation had completed in config manager. You might add such an operation under the on success install  or on fail install actions of your catalog item... The get status operations would be used to query remedy to see if a request/incident had a particular status.. You might use this in conjunction with the On Check Status action of your catalog item. If a particular status was received from remedy, then you might start the deployment of software in Config Manager, Execute another operation, or simply cancel the request was submitted.