ITSM Run Action Block

Runs an Action, such as calling a web service.

This block is for use only with SaaS application configurations. For details, refer to Ivanti Voice/SaaS Configuration.

Conditional Exits

The ITSM Run Action block has conditional exits to determine the action of Ivanti Voice when the following events occur:

  • Update failed - Due to incorrect or invalid Fields to Update or Relationships information, the Action did not run.
  • Action execution failed - The Action fails to run.

Settings

The ITSM Run Action 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 (Default) - Select the name of the SaaS connection (refer to FRS SaaS Connection Configuration).
  • Action name - Type the name of the Action the building block will execute.
  • Business Object Type - The type of business object to be updated. Either enter the type, or click the Browse button next to the field to access the Business Object Type dialog box and select a type.
  • Business Object RecID - Type the name of the interaction property containing the business object record ID. Enclose the property name in percent (%) signs. For example: %PropertyName%.

Fields To Update Before Executing Action

Identify the business object fields to be updated before the Action runs:

  • Field Name - Either type the name of the field to be updated, 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 business object you selected 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 database search syntax requires a single percent sign (%) to indicate a wildcard, use two percent signs (%%) instead of one.

Relationships To Set Before Executing Action

Specify the relationships to be established for the business object before the Action runs:

  • Relationship name - The name of the relationship. Either type the name, 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 fields and values to the table, click the green + icon.

Fields To Return After Executing Action

Configure the block to retrieve business object fields other than the record ID.

  • Field Name - The name of the field to retrieve, after the Action runs. 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 business object you selected in the Objects Type field.
  • Property Name - The name of the interaction property in which to store the value the voice application retrieves.
  • To add fields and values to the table, click the green + icon.

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