Creating the update application

In this procedure, you will create an application called RemedyHPDModify, which allows you to update designated fields according to the specified Incident_Number on your handheld device. When you save the updates, they are cached until the next synchronization. The updates are then pushed to the UA server, then applied to the Remedy server through the associated Web service method.

Creating the RemedyHPDModify application

1. From Mobile Web Studio, select Applications in the left pane, select New in the Application Manager Status menu, and click the New button to launch Application Builder.

2. Click the down arrow to the right of Add, and select Web Service Element.

3. On the Web Service Element Definition window, make sure the WSDL option is selected, then identify the Web service to use.

   1. In WSDL URL, enter: http://itsm7rtm.sybase.com/arsys/WSDL/public/itsm7rtm/HPD_IncidentInterface_WS.

      Replace the string itsm7rtm with the host name of the middle-tier server specific to your own installation.

   2. Click Get Method. In this example, select: HPD_IncidentInterface_WSPortType:HelpDesk_Modify_ Service.

   3. Make sure Enable Grid Rules is selected.

   4. In the Web Service Element Definition window, click Input and enter the default values for the fields you want to update. For this example, use these values (leave the field blank if no value is provided):

      Table 8: RemedyHPDModify – sample input parameter entries for Remedy AR 7.0.x example

      Parameter	Default value
      userName	appadmin
      Categorization_Tier1	Connectivity
      Categorization_Tier2	Application
      Closure_Product_Category_Tier1	Service
      Closure_Product_Category_Tier2	Corporate
      Closure_Product_Category_Tier3	Email Services
      Company	Calbro Financial Services
      Summary	Email Password reset
      Notes	test
      Impact	4-Minor/Localized
      Product_Categorization_Tier1	Service
      Product_Categorization_Tier2	Corporate
      Product_Categorization_Tier3	Email Services
      Reported_Source	Other
      Resolution	Reset user's password
      Service_Type	User Service Request
      Status	Closed
      Urgency	2-High
      Work_Info_Summary	Email Connectivity Issue
      Work_Info_Type	General Information
      Work_Info_Source	test
      Work_Info_Locked	No
      Work_Info_View_Access	Internal
      Incident_Number	INC000000000020

   5. Click Next.

   6. When you are asked if you want to proceed without specifying a Content XSLT Template, click OK. Since there is no output defined for the WSDL, you do not need to specify a Content XSLT Template.

   7. When you are asked if you want to proceed even though the parameters are not all filled in, click OK.

4. In the Define window, select Records Contain Labels, accept 1, and click Next.

5. In the Filter window, select Next.

6. In the Configure Parameters window, configure the input parameters:

   1. Under Configure, select the boxes for the parameters you want.

      The parameters move to the bottom of the list as they are selected, in the order they are selected. To make it easier to follow the example, select the parameters in the order listed in Table 9.

   2. For the selected parameters, modify the parameter values as needed. See Table 9 for values used in the example; and see Table 2 for a description of the parameter settings.

      Table 9: RemedyHPDModify – sample entries for Remedy AR 7.0.x example

      Parameter	Display name	Default value	Display type	Kind	Required
      HelpDesk_Modify_Service. Summary	Summary	Email Password reset	Text Field	Update	Yes
      HelpDesk_Modify_Service.Reported_Source	Reported_Source	Other	Text Field	Update	No
      HelpDesk_Modify_Service.Categorization_Tier1	Categorization_ Tier_1	Connectivity	Text Field	Update	Yes
      HelpDesk_Modify_Service.Categorization_Tier2	Categorization_ Tier_2	Application	Text Field	Update	Yes
      HelpDesk_Modify_Service.Work_Info_Type	Work_Info_Type	General Information	Text Field	Search	No
      HelpDesk_Modify_Service.Categorization_Tier3	Categorization_ Tier_3		Text Field	Update	No
      HelpDesk_Modify_Service.Urgency	Urgency	2-High	Text Field	Search	Yes
      HelpDesk_Modify_Service.Work_Info_Notes	Work_Info_ Notes		Text Field	Update	No
      HelpDesk_Modify_Service. Impact	Impact	4-Minor/Localized	Text Field	Search	Yes
      HelpDesk_Modify_Service. Product_Categorization_ Tier1	Product_ Categorization_ Tier_1	Service	Text Field	Search	Yes
      HelpDesk_Modify_Service. Product_Categorization_ Tier2	Product_ Categorization_ Tier_2	Corporate	Text Field	Search	Yes
      HelpDesk_Modify_Service. Product_Categorization_ Tier3	Product_ Categorization_ Tier_3	Email Services	Text Field	Search	No
      HelpDesk_Modify_Service.Resolution	Resolution	Reset user’s password	Text Field	Update	Yes
      HelpDesk_Modify_Service.Company	Company	Calbro Financial Services	Text Field	Search	Yes
      HelpDesk_Modify_Service.Resolution_Method	Resolution_ Method		Text Field	Search	No
      HelpDesk_Modify_Service.Notes	Notes	test	Text Field	Update	No
      HelpDesk_Modify_Service.Work_Info_Locked	Work_Info_ Locked	No	Text Field	Search	Yes
      HelpDesk_Modify_Service. Incident_Number	Incident_ Number	INC000000000020	Text Field	Search	No
      HelpDesk_Modify_Service.Closure_Product_Category_Tier1	Closure_Product_Category_Tier1	Service	Text Field	Search	Yes
      HelpDesk_Modify_Service.Closure_Product_Category_Tier2	Closure_Product_Category_Tier2	Corporate	Text Field	Search	Yes
      HelpDesk_Modify_Service.Work_Info_View_Access	Work_Info_View_Access	Internal	Text Field	Search	No
      HelpDesk_Modify_Service.Closure_Product_Category_Tier3	Closure_Product_Category_Tier3	Email Services	Text Field	Search	No
      _HEADER.Authentication Info.userName	userName	appadmin	Text Field	Search	Yes
      HelpDesk_Modify_Service.Manufacturer	Manufacturer		Text Field	Search	No
      HelpDesk_Modify_Service. Status	Status	Closed	Text Field	Update	Yes
      HelpDesk_Modify_Service.Work_Info_Source	Work_Info_ Source	test	Text Field	Search	No
      HelpDesk_Modify_Service. Service_Type	Service_Type	User Service Request	Text Field	Update	Yes
      HelpDesk_Modify_Service.Work_Info_Summary	Work_Info_ Summary	Email Connectivity Issue	Text Field	Update	Yes

   3. Select Next.

   You must have write privilege to modify the Remedy AR database.

7. The Preview window displays. In Element Name, enter RemedyHPDModify, and click Finish.

   When prompted to fill in all required fields for preview, click OK to bypass.

8. In the Application Builder, click Save.

9. On the Finish window, make this entry (accept the defaults for all other fields):

   Roles tab Click Add All to add all roles to this application.

10. Click Finish to save the application, and click OK to confirm.

11. Optional. Select Params, then click Next to view the parameter settings as shown in Figure 20, then click Close. If you choose to change the parameter settings, be sure to click Save; then return to Application Builder, click Save, and OK to confirm.

    Figure 20: RemedyHPDModify parameters – Remedy AR 7.0.x example

    

12. Click Close in the upper-right corner to close the Application Builder window.

13. When you return to the Mobile Web Studio main window, select New from the Application Builder Status menu. The RemedyHPDModify application displays in the detail pane.

14. In Mobile Web Studio, right-click the RemedyHPDModify application in the detail pane, and select Approval Status | Approved.

    Click OK.

15. Select Approved from the Application Manager Status menu. You see the newly approved RemedyHPDModify application in the detail pane.

16. Optional. Select RemedyHPDModify and click Preview to view the application.

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