OOTB ITSM 8.1 Setup
For the Mobile Reach ITSM 8.1 Out of the Box Applications to work, Mobile Reach must be installed on both the Gateway machine and the client devices and forms and views must be imported into the Remedy ITSM 8.1 system.
Out-of-the-box applications can be purchased as part of your license. Contact Mobile Reach support for more information.
Import Mobile Reach Forms into ITSM 8.1 Remedy System
Use Remedy Developer to import the def files onto the Remedy system using Best Practices Customization Mode. For the best result, we recommend that the files be imported in the following manner.
- While in Best Practices Customization Mode, import the following def files in the indicated order.
- Views contained in MR81CommonViews.def, selecting the View Definition import. Select ‘Import in Place’
- Views contained in MR81AssetViews.def, selecting the View Definition import. Select ‘Import in Place’
- Import only the overlays contained in MR81AssetOverlays.def
- Forms contained in MR81AssetForms.def, selecting the Object Definition import. Select ‘Replace Objects on the Destination Server’
| Form Name found in MRForms.def | Batch | Blind Inventory | Lifecycle | Receive |
| MobileReach:AssetBatchTransitionForm | ✓ | |||
| MobileReach:AssetBlindInvTransitionForm | ✓ | |||
| MobileReach:AssetReceiveTransitionForm | ✓ |
Import Mobile Reach Views into ITSM 8.1 Remedy System
| Form Name[View Name] found in MR81AssetViews.def and MRAssetOverlays.def | Vui ID | Batch | Blind Inventory | Lifecycle | Receive |
| Common Views | |||||
| For the Views Common across the Mobile Reach Out of the Box Applications, please refer to the section, Common Views | |||||
| Asset Specific Views | |||||
| AST:ComputerSystem[Mobile Reach] | 601000100 | ✓ | |||
| AST:DiskDrive[Mobile Reach] | 601000200 | ✓ | ✓ | ||
| AST:Monitor[Mobile Reach] | 601000300 | ✓ | ✓ | ||
| AST:OperatingSystem[Mobile Reach] | 601000400 | ✓ | ✓ | ||
| AST:Printer[Mobile Reach] | 601000500 | ✓ | ✓ | ✓ | |
| AST:PurchaseLineItem[Mobile Reach] | 601000600 | ||||
| AST:SoftwareServer[Mobile Reach] | 601000700 | ✓ | |||
| AST:WorkLog[Mobile Reach] | 601000800 | ✓ | ✓ | ✓ | |
Keyword File
N/A
Trigger File
N/A
Use Remedy Developer to import the included def files file onto the Remedy system using Best Practices Customization Mode. For the best result, we recommend that the files be imported in the following manner.
- While in Best Practices Customization Mode, import the following def files in the indicated order.
- Views contained in MR81CommonViews.def, selecting the Object Definition import. Select ‘Import in Place’
- Views contained in MR81IncidentChangeViews.def, selecting the Object Definition import. Select ‘Import in Place’
- Import only the overlays contained in MR81IncidentChangeOverlays.def
- Forms contained in MR81IncidentChangeForms.def, selecting the Object Definition import. Select ‘Replace Objects on the Destination Server’
- Switch to Base Development Mode andadd the following fgorms to the Remedy Asset Inventory Deployable Application. (This will apply the appropriate permissions to these forms)
- MR:AssetPeople_AssetBase_SchemaNameJoin
- MR:TMS:Relationship-CIJoin
| Form Name found in MR81IncidentChangeForms.def | Change | Incident | Remedy Application | ||
| Approval | Change | Task | |||
| MR:AST:AP_AB_SN_Join | ✓ | Remedy Asset Inventory Deployable | |||
| MR:BaseElementSchemaJoin | |||||
| MR:HPD:Associations-CIJoin | ✓ | ||||
| MR:TMS:Relationship-CIJoin | Remedy Asset Inventory Deployable | ||||
Import Mobile Reach Views into ITSM 8.1 Remedy System
| Form Name found in MR81IncidentChangeviews.def | Vui ID | Change | Incident | ||
| Approval | Change | Task | |||
| Common Views | |||||
| For the Views Common across the Mobile Reach Out of the Box Applications, please refer to the section, Common Views | |||||
| Change/Incident/Task Specific Views | |||||
| AP:Alternate[Mobile Reach] | 602000100 | ✓ | |||
| AP:Detail-Signature[Mobile Reach]; See note on Field 6 |
602000200 | ✓ | |||
| AST:AssetPeople_AssetBase[Mobile Reach] See note on Field 6 |
601000300 | ✓ | |||
| AST:PurchaseRequisition[Mobile Reach] | 602000400 | ✓ | |||
| CFG:GenericCompanyModuleLookUp[Mobile Reach] See note on Field 6 |
601000300 | ✓ | ✓ | ||
| CFG:MenuItems[Mobile Reach] | 602000600 | ✓ | |||
| CFG:Service Catalog LookUp[Mobile Reach] See note on Field 6 |
602000700 | ✓ | ✓ | ✓ | |
| CHG:Infrastructure Change[Mobile Reach] | 602000800 | ✓ | ✓ | ||
| CHG:WorkLog[Mobile Reach] | 602000900 | ✓ | |||
| CTM:Support Group Association[Mobile Reach] | 602001900 | ✓ | |||
| HPD:Associations[Mobile Reach] | 602001000 | ||||
| HPD:CFG-Prioritization[Mobile Reach] | 602001200 | ✓ | |||
| HPD:Help Desk[Mobile Reach] | 602001300 | ✓ | |||
| HPD:Template[Mobile Reach] | 602001400 | ✓ | |||
| HPD:WorkLog[Mobile Reach] | 602001500 | ✓ | |||
| TMS:Relationships[Mobile Reach] | 602001800 | ✓ | |||
| TMS:Task[Mobile Reach] | 602001800 | ✓ | |||
| TMS:WorkInfo[Mobile Reach] | 602001700 | ✓ | |||
Keyword File
N/A
Trigger File
N/A
Remedy Filters
A sample Remedy filter (MR_filter.def) for push notification is included in this package. It is the responsibility of the Remedy Administrator to update workflow as desired for their application.
- MR:PushCommandFilter
Common Views
The following Views on the indicated forms are common across all the Mobile Reach Out of the Box Applications
Import Mobile Reach Views into ITSM 8.1 Remedy System
Form Name[View Name] found in MRViews.def and MROverlays.def
Vui ID
Asset
Change/Incident
Change
Incident
Batch
Blind Inventory
Lifecycle
Receive
Change
Task
Incident
AST:AssetPeople
600000000
✓
COM:Company[Mobile Reach]
600000100
✓
✓
CTM:People[Mobile Reach]
600000200
✓
✓
CTM:People Organization[Mobile Reach]
600000300
✓
✓
CTM:Region[Mobile Reach]
600000400
✓
✓
✓
CTM:Support Group[Mobile Reach]
600000500
CTM:Support Group Assoc Lookup[Mobile Reach]
600000600
✓
PCT:ProductAliasModVerLookUp[Mobile Reach]
See note on Field 6600000700
✓
PCT:ProductCompanyAssocLookup[Mobile Reach]
See note on Field 6600000800
✓
SIT:Site Alias Company LookUp[Mobile Reach]
600000900
✓
✓
✓
SIT:Site Group[Mobile Reach]
600001000
✓
✓
✓
SYS:Status Reason Menu Items[Mobile Reach]
600001100
✓
✓
✓
Field 6 (Modified Date)
Should MR81AssetOverlays.def or MR81IncidentChangeOverlays.def not import properly, Field 6 (Modified date or Last Modified Date) may need to be added to the Mobile Reach view on two forms manually. This is due to a Remedy Developer exposure that prevents the successful import of join forms that contains a field that is not present in an existing view for the join.
Create an overlay of the Mobile Reach View on the following forms and add field 6 (last modified date)
- AP:Detail-Signature[Mobile Reach]
- AST:AssetPeople_AssetBase[Mobile Reach]
- CFG:GenericCompanyModuleLookUp[Mobile Reach]
- CFG:Service Catalog LookUp[Mobile Reach]
- PCT:ProductAliasModVerLookUp[Mobile Reach]
- PCT:ProductCompanyAssocLookup[Mobile Reach]
Responsibilities Clarification
- Customer will be responsible for any workflow, access queries or logic to be performed within the backend application itself.
- Mobile Reach may deliver sample forms, views, tables, filters, or scripts to the Customer as examples. These are the responsibility of the Customer and provided without warranty and not maintained by Mobile Reach.