ITSM Create Record Block

The ITSM Create Record block creates a new Ivanti Neurons for ITSM business object, setting one or more fields of the new object.

This block is for use only with Ivanti Voice integrations with Ivanti Neurons for ITSM, CSM, and GMEE in either on-premise or SaaS deployments. For details, refer to Configuring Ivanti Voice and Ivanti Neurons for ITSM Integration.

A typical example for using the ITSM Create Record block is creating a new Incident for a known Profile and linking the incident to an existing Problem. An example of this can be found in the ITSMSupportDemo application: ITSM Create Incident Against Problem block.

Settings

The ITSM Create Record 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 Ivanti Neurons for ITSM connection. The Default option uses the configured connection.
  • Business Object Type: The type of Ivanti Neurons for ITSM business object to create. Either enter the type, or click the browse button next to the field to access the Business Object dialog box and select a type.
  • Interaction Property Name for RecID: The name of the interaction property in which to save the record ID of the new business object.

Fields Table

Most Ivanti Neurons for ITSM business objects require you to set a number of properties before saving an object in the Ivanti Neurons for ITSM 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 theIvanti Neurons for ITSMdocumentation 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%

    Wherever the Ivanti Neurons for ITSM 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 Ivanti Neurons for ITSM 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 example, one Profile might be linked to multiple Address objects if that user 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.

      For example, when specifying the work phone for an employee, the Phone1Link field associates the phone number 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.

      For 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.

To add relationships to the table, click the green + icon.

When configuration for the block is complete, click the Update button to apply the settings.

Conditional Exits

The ITSM Create Record block has conditional exits to determine the action of the voice application when the following events occur:

  • Object creation failed - The ITSM Create Record block could not create business object.
  • Timeout occurred – Timeout occurred during the execution of Create Record 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.