FRS Foundation Update Block

Updates select fields in a Foundation business object.

This block is for use only with Ivanti Voice/Foundation (ITSM, CSM, and GMEE) configurations in either premise or SaaS deployments. For details, refer to Ivanti Voice/Foundation Configuration.


The FRS Foundation Update block has the following settings:

Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

Connection (Required) - The name of the Foundation connection. The Default option uses the configured connection (refer to Database Connection Configuration in the Ivanti Voice/Foundation Configuration topic).

Business Object Type - The type of Foundation business object to update. Either enter the type, or click the browse button next to the field to access the Business Object dialog box and select a type.

Business Object RecID - The record ID of the business object to update. Use interaction properties in the value. Enclose the property names in percent (%) signs. For example: %PropertyName%

Fields Table

Most Foundation business objects require you to set a number of properties before saving an object in the Foundation database. Use the Fields table in the edit pane to set these properties.

The Fields table sets all fields in one transaction. Use interaction properties enclosed in percent (%) signs for both field names values. Refer to the Foundation documentation for information on which fields to set.

To Set the Business Object Fields using the Fields Table:

Field Name - The name of the business object field the voice application populates. Either type the field name, or click the browse button next to the field to access the Field Name dialog box and select a field. The fields the Field Name dialog box lists are based on the type of business object you select in the Business Object Type field.

Field Value - The name of the interaction property containing the value for the field. Enclose the property name in percent (%) signs. For example: %PropertyName%

To Add Fields and Values to the Table:

Click the green + icon.

Wherever the Foundation database search syntax requires a single percent sign (%) to indicate a wildcard, use two percent signs (%%) instead of one.

Relationships to be Set

Specify which relationships should be added for the business object.

Relationship name - The name of the Foundation relationship. Either type the name of the relationship, or click the browse button next to the field to access the Relationship Name dialog box and select a relationship.

Child RecId - Specify the record ID of the child object in the relationship. For example, if you create an Incident and want to link the new Incident to an existing Profile, you need to specify the profile record ID in this field.

Link field name - Some business objects have one or more relationships to the same type of child object. For instance, one Profile object may be linked to multiple Address objects (one person has multiple addresses). In this case, every relationship between the business object and the child object can be reflected by a unique link field, which you specify in the Link field name field. Example: When specifying the work phone for an employee, the Phone1Link field associates the phone number address record with the work phone, so you would type Phone1Link in the Link field name field.

Leave this field blank if there is no link field name for the relationship. Example: When specifying a journal entry for an employee, leave the Link field name field blank since the journal entry will appear only in the journal-related list in the tabbed information at the bottom of the screen.

Attachments To Add Table

The Attachments To Add table lets you configure the FRS Foundation Update block to automatically attach files to an existing ticket.

Attachment name - Type a name for the attachment.

Attachment location - Type the path and file name, or type the attachment location as a URL.

To Add Attachments to the Table:

Click the green + icon.

When Configuration for this Block is Complete:

Click the Update button to apply the settings.

Conditional Exits

The FRS Foundation Update block has conditional exits to determine the action of the voice application when the following events occur:

Update failed - The FRS Foundation Update block could not update the business object.

Timeout occurred – Timeout occurred during the execution of Update block. This can be used to perform other actions after a timeout. For instance, adding a log message to inform the user that a timeout has occurred.