ITSM Update Block

The ITSM Update block populates and updates select fields in an Ivanti Neurons for ITSM business object.

This block is for use only with Ivanti Voice and Ivanti Neurons for ITSM (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.

Settings

The ITSM 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 Ivanti Neurons for ITSM connection. The Default option uses the configured connection (refer to Database Connection Configuration in Configuring Ivanti Voice and Ivanti Neurons for ITSM Integration).
  • Business Object Type - The type of Ivanti Neurons for ITSM 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 be updated. Use interaction properties in the value. Enclose the property names in percent (%) signs. For example: %PropertyName%

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 and values. Refer to the Ivanti Neurons for ITSM 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 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.

Attachments To Add Table

The Attachments To Add table lets you configure the ITSM 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 more 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 ITSM Update block has conditional exits to determine the action of the voice application when the following events occur:

  • Update failed - The ITSM 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.