Kinetic Request can be integrated to one or more forms or applications on your AR System Server. Part of this process is “linking” your forms to Kinetic Request with shared and form-specific workflow. This is performed by an AR System Administrator. Each form integrated is considered a “Data Source”.
Once this process is completed, a request manager can then use these data sources to trigger requests by configuring integration points to incorporate requests into your business process. This is done via the Sources Tab on the Service Catalog Console
In order to view this tab, the request manager must be a part of the “Request Integrator” group.
Example of Sources Tab:
Triggers define the connection between a Remedy form and Kinetic Request. You define the form to connect to, the type of trigger, and the qualification that defines when requests are created.
Example of Blank Trigger:
Survey (Service Item) Name, Data Set, and Integration Status are all set with default values from the current service item.
NOTE: Default Status is Active. As soon as you save your trigger it will start sending requests. Recommended action is to save as Inactive until ready to execute.
Integration Name is a descriptive name for your trigger.
Select existing lets you pick from existing triggers and create a copy.
Form Name is a list of all the remedy forms that have been configured through the Integration Manager console. See above for the link to the Integration Article.
Category and Type are available if they have been configured on the Integration Manager console for the form selected in the Form Name list.
Trigger Process has four options:
- Active Link - used to present a request directly on a Remedy form. An example is using a request to ask additional questions based on a categorization selection on an Incident form.
- Batch-One Time - used to send a request ot a select number of email addresses from a Remedy form based on a qualification. For example, send a request to managers that authorized a change over the last 30 days. Opens a new field under Qualification that lets you set the specific date/time for the batch.
- Batch-Recurring - used to send a time/date based recurring request to a certain number of email addresses. For example, sending a recurring authorization form for regulatory purposes. Opens a new field under Qualification that lets you set the specific date/time for the batch and the repeat time/date.
- Event (most common) - used to send a request based on data on a Remedy form when it is updated or created. For example, send a follow-up request after a change is completed.
Message Template is used to designate the email template for a trigger (not needed for Active Link triggers). Buttons next to the field allow you create new or modify the selected. The list is restricted to message templates that match the service catalog, or have been created with no service catalog (generic).
Qualification sets the search for the trigger. The field is read-only. Click the Qualification button to create the qualification.
Example of a Qualification:
All of the fields from the Remedy form are available when you create your qualification.
Modify/Delete a Trigger
To delete or modify, select the trigger from the table, and click the desired button. You will receive a warning if your attempt to delete.
Information on creating and using data sets is included in the following article