Service Request Configuration

Summary

Enable automated synchronization of Service Request data from IBM Maximo to IBM TRIRIGA or vice versa.

Description

In this code pattern, learn how to synchronize a Service Request created in Maximo with TRIRIGA using an AppConnect Designer flow.

1. When a Service Request is created in Maximo Asset Management, it triggers the flow to populate the request in TRIRIGA. (There is also a flow that works in the reverse direction, that works in a similar way.)
2. App Connect sends a request with the new information through the flow towards the target system (TRIRIGA).
3. A JSON Parser sifts through the request and converts it to an object.
4. This object from the JSON Parser goes through Steps 5-8.
5. The data from the object is mapped to the corresponding fields in the target application (TRIRIGA).
6. The newly mapped data is sent to the target application (TRIRIGA) where the request is then created.
7. This record is then validated with the original application (Maximo Asset Management) via another Post request.
8. An ID is created within the original application (Maximo Asset Management).

At the end of this process, a Service Request can be created within Maximo and sent to TRIRIGA and vice versa.

Pre-requisites

This configuration assumes the completion of the pre-requisites and steps outlined in the Maximo <-> TRIRIGA code pattern. See here for those steps.

Maximo

Within Maximo, some initial changes to the database and Service Request application need to be completed in order for the integration to work properly. Errors may arise if these steps are not completed.

First, create a Domain that will link to an attribute on the Ticket table.

Field Name	Value
Domain	PLUSIREQCLASS
Description	Tririga service request class
Domain Type	ALN
Data Type	ALN
Length	10

This domain will need to be populated in order to send a service request out of Maximo. This will be completed in a later step.

Next, head to Database Configuration and search for the 'Ticket' object.

Go to 'Attributes' and create a new row:

Field Name	Value
Attribute	PLUSIREQCLASSID
Description	TRIRIGA request class of value
Type	ALN
Length	10
Required	No
Domain	Select the PLUSIREQCLASS Domain from the previous step

** Make sure the length of this attribute has the same length as the domain that is linked

Save the attribute. Apply the configuration changes to the database by switching on Admin mode and Apply Database Configuration

Configure the Publish Channel, Enterprise Service, End Point, and External System

Publish Channel

Navigate to Integration -> Publish Channels

1. Search for 'MXSRInterface' under the Publish Channel field. Click on the channel and from the left side of the screen select 'Duplicate Publish Channel'
2. Rename the channel PLUSIMXSR
3. Click on 'Enable Event Listener' on the left side under More Actions
4. Make sure Publish JSON and Retain MBO's are checked, the Operation should default to Publish and the Adapter should default to MAXIMO.
5. Click 'Save Publish Channel' on the left under Common Actions

Enterprise Service

Navigate to Integration -> Enterprise Services and click on the blue plus button at the top of the page

1. Under the System name fill in PLUSIMXSR and in the Description fill in "SERVICE REQUEST"
2. Select 'MXSR' under Object Structure which will populate the Object Structure Sub-Records table
3. Click 'Save Enterprise Service' on the left under Common Actions

Repeat this sequence for PLUSISRDOMAIN. In Description fill in "Service Request class records from Tririga" and select 'MXDOMAIN' for the Object Structure.

End Point

Navigate to Integration -> End Points and click on the blue plus bitton at the top of the page

1. Under End Point fill in PLUSISREQ and in the Description fill in "AppConnect SERVICE REQUEST outbound to TRIRIGA"
2. Select 'HTTP' for Handler
3. Click on 'Save End Point' on the left side under More Actions which will populate the Properties for the End Point
4. Until the flows have a destination url, we can only fill in certain fields:
   • HEADERS: "Content-Type: application/json"
   • HTTPMETHOD: POST
5. Save the End Point

External System

Navigate to Integration -> External System and open up the 'PLUSITRIRIGA' external system that was previously set up. Associate the Publish Channel and Enterprise Services to the External System

1. Add a new row in Publish Channel with the newly created PLUSIMXSR and link the PLUSISREQ End Point as well
2. Add two new rows with the newly created Enterprise Services.

** Make sure both are enabled

Create a relationship in the SR object

Go to DB Config -> SR object -> Relationships. Add a 'New Row' and enter the following values:

Field Name	Value
Relationship	PLUSIREQCLASS
Child Object	ALNDOMAIN
Where Clause	domainid= 'PLUSIREQCLASS' and value=:PLUSIreqclassid
Remarks	Relationship to PLUSIREQCLASS Alndomain

Application Designer

Go to System Configuration -> Platform Configuration -> Application Designer

Search for 'SR'

Switch to the Service Request Tab and scroll down to the Service Request Details section

At the top, click the icon labeled Control Palette and add a Multipart Textbox at the top of the right section. Add these values within the properties of the Multipart Textbox.

** Be sure that the PLUSIREQCLASSID Attribute is taken from the TICKET Object. **

Field Name	Value
Attribute	PLUSIREQCLASSID
Attribute for Part 2	PLUSIREQCLASS.DESCRIPTION
Lookup	VALUELIST
Input Mode for Part 2	Readonly

Click 'Save Definition' after the changes are added.

AppConnect

The configuration of AppConnect from the previous code pattern should provide the 'mxtririga' and 'trimaximo' accounts within AppConnect needed for the flows to work properly.

Download and import the .yaml files for 'PLUSIMXServiceReq2TRI' and 'PLUSITRIReqClass2MX' and keep the urls handy for a later step. Use the following table for the parameters:

Parameter Name	Value
mxUrl	http://[host]:[port]/meaweb/esqueue/PLUSITRIRIGA/PLUSIMXSR
triUrl	http://[host]:[port]/oslc/so/triAPICServiceRequestCF
mxDomain	PLUSIREQCLASS

TRIRIGA

Populate the domain created in the Maximo pre-requisites

Go to Tools -> System Setup and select Integration Object under the Integration heading

Select triRequestClass - APIC - HTTP Post from the table or create it if it is not present. Fill in the required sections:

Field Name	Value
Name	triRequestClass - APIC- HTTP Post
Scheme	Http Post
Direction	Outbound
Post Type	JSON
Http URL	[the PLUSITRIReqClass2MX url from AppConnect with the correct parameters outlined in the AppConnect section]
Request Method	POST
Content-Type	application/json

**If the AppConnect instance is based on cloud, include the api key in the Headers. If the instance is on-prem, include your basic authorization in UserName and Password

Once the correct values are filled in, click Execute at the top of the window. The process will take a few minutes since there is a large amount of files, but once it is completed you can check that the batch processed correctly under the specified domain.

Filter

To filter the request from TRIRIGA to Maximo, update filter in the triAPICServiceRequest - OSLC - Outbound query to trigger for selected Request Classes.

Current filter is set to Request Class not null.

(Optional) Step 1. Sync a Person to TRIRIGA

***This step is optional. If you are starting from scratch, run this flow to sync the person in both systems. If data is already aligned and present, move on to the next step

A service request needs a member of the TRIRIGA organization on both Maximo and TRIRIGA. Accomplish this by creating a person record that will be requesting the SR and assign them to the TRIRIGA org.

The PLUSIMXPerson2TRI flow can help with this. Navigate to Administration -> Resources -> Person and click on 'New Person' under 'Common Activities' on the left side of the screen. Create this new Person record with a 'Site' field of TRIMAIN as well as a primary email. Save the record and the MXPerson2TRI flow will sync the data into TRIRIGA and this user will be used in Step 2.

Step 2. Create a Service Request

Maximo to TRIRIGA

Go to Service Desk -> Service Request and click on the blue plus sign to create a new service request.

Assign a user to Reported By and Affected Person (the user created in Step 1 should be used here). From here, a request classification needs to be selected and the value and description will populate in. Click 'Save Service Request' and the flow should fire.

TRIRIGA to Maximo

Go to Requests -> Manage Requests -> Electrical & Lighting and click the 'Add' button on the top right.

Fill in the required fields and click 'Submit' at the top right of the newly opened window. The flow should fire upon submission.

Troubleshooting

Common Errors and their resolutions:

Maximo

Common errors found in the Maximo system

Error	Cause
401: Bad Request	This usually means an aspect of the request was not sent correctly- double check what is being sent as well as the flow in AppConnect to make sure everything is correct and running.

AppConnect

The best way to troubleshoot with AppConnect is to use the logging function. While the flow is stopped, add a 'Log' node into the flow from the 'Toolbox' tab.

This will allow mapping of any field to the 'Logging' section of the application. Select Info for the Log level and then map the field that needs debugging. In this example the Request Object has been mapped to see what is being sent through the flow. Click the icon to the right of the Message Detail filed to map the desired field.

The Log node will compile the message and read out here:

Diagnose the response that shows up in this section to learn what might be causing the issue.

TRIRIGA

Common errors found in the TRIRIGA system

Error	Cause
ERROR: Requested For Does not Exist	No People record exists with the triIdTX value mentioned in triRequestedForTX field of the payload
ERROR: Requested By Does not Exist	No People record exists with the triIdTX value mentioned in triRequestedByTX field of the payload
ERROR: Building Does not Exist	No Building record exists with the triNameTX value mentioned in triBuildingTX field of the payload
ERROR: Request Class Does not Exist	No Request Class record exists with the triNameTX value mentioned in triRequestClassCL field of the payload
ERROR: Organization Does not Exist	No Organization record exists with the triPathTX value mentioned in triCustomerOrgTX field of the payload
ERROR: Service Request Does not Exist	No Service Request record exists with the triIdTX value mentioned in triExternalReferenceTX field of the payload