ITSM Search Block

Searches for a business object, and returns the values of business object fields you specify.

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

Some input strings may have multiple matches in a database. In this scenario, you have two choices. You can continue processing as if a single match was made, and use the ITSM Next Item block to retrieve each matched item, or you can use the Multiple Business Objects Found exit to handle this behavior as an exception.

Conditional Exits

The ITSM Search block has conditional exits to tell Ivanti Voice what to do when the following events occur:

  • Business Object Not Found - The ITSM Search block could not find business object.
  • Multiple Business Objects Found - The ITSM Search block found multiple business objects matching the search criteria. This exit enables you to select which objects will be returned; refer to the options list for the Multiple Results Criteria field in the Settings list.
  • Timeout occurred – Timeout occurred during the execution of the ITSM Search block. This can be used to perform other actions after a timeout. For instance, it can add a log message to inform the user that a timeout has occurred.

Settings

The ITSM Search 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 to Search - The name of the Foundation business object to find. Enter the name or click the Browse button next to the field to access the Business Object dialog box and select a name.
  • Multiple Results Criteria - Enables you to select which objects will be returned when multiple objects are found:
    • Do not sort - Returns all objects without sorting.
    • Maximum child count - Returns the object which has the maximum number of linked (related) objects. If you select this option, specify the relationship name in the field provided.
    • Last created - Returns the most recently created object.
    • Last modified - Returns the most recently created object.
    • First created - Returns the first object created.
    • First modified - Returns the first object modified.
  • Interaction Property Name for RecID - The name of the interaction property in which to save the record ID if the ITSM Search block finds the new business object.

Conditions Table

The Conditions table enables you to specify the search criteria for the block. There are two types of searches:

  • Direct field search - A search for a business object using a field of the business object as the search key. For example, you can search for a specific Profile.Employee object using its SocialSecurityNumber field as the search key.
  • Child field search - A search for a business object using a field of another business object that is related to your target object as the search key. For example, you may search for a specific Profile.Employee object using the Phone field of a related Address.Phone business object.

    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.

You can mix different types of searches (direct and child) in one ITSM Search block, and you can add as many search conditions as you wish. The Conditions table displays each condition as a separate column. Columns are joined by AND for the criteria to be satisfied, the condition in each column must be true for the block to return the business object.

The result of the search depends on the data format. For example, if you asked a caller to provide a nine digit social security number to search for an Employee business object by the SSN, you must format the data you receive according to the Foundation format. Foundation stores SSNs in the XXX-YY-ZZZZ format, so if the caller enters 123456789, reformat the input to 123-45-6789 before using the SSN as a search condition.

To Set a Condition:

  1. Click the Add Column button. The Add New Column dialog box opens.
  2. In the Type drop-down list, select Business Object field if you want the condition to be a direct field search, or Child Business Object field if you want the condition to be a child field search.
  3. In the Field Name field, do one of the following:
    • Enter the name of the field for which you want to search.
    • Enter the name of the parent field containing the child field for which you want to search. For example: Phone1Link
  4. Either type the name of the field, or select the field using the drop-down list below the text field.
  5. If you are setting a condition for a child field search, also complete the following fields:
    • Child Object - Enter the type of the child business object containing the child field you want to use as the search key. For example: Address.Phone
    • Child Field Name - Enter the name of the child field you want to use as the search key.
    • Relationship - The name of the relationship between the business objects. Either type the name of the relationship, or select the relationship using the drop-down list below the text field.
  6. Click the OK button. The condition appears as a column in the table with a Click link below it.
  7. Click the link. The Set Condition dialog box opens.
  8. Complete the logical expression by specifying a logical operator in the Operator drop-down list, and entering the desired value for the field below the operator (if applicable). You can use either a text string or the name of an interaction property enclosed in percent (%) signs.
  9. Click OK. The condition appears in the Conditions table.
  10. If necessary, add more columns.

Fields to Return Table

Use the Fields to Return table to configure the ITSM Search block to retrieve object fields other than the record ID of the business object upon a successful search.

  • Field Name - The name of the field to retrieve. 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 Business Objects to Search field.
  • Property Name - The name of the interaction property in which to store the value the voice application retrieves. 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.

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.