BMC Helix Digital Workplace Catalog: How to correct the error message:"DWPC request auto-creation failed Error creating a service request. Contact your administrator for assistance."

Knowledge Article

BMC Helix Digital Workplace Catalog: How to correct the error message:"DWPC request auto-creation failed Error creating a service request. Contact your administrator for assistance."
When Incident is submitted in SmartIT, in Activity logs getting error message "Error creating a Digital Workplace Catalog service request. Contact your administrator for assistance"
BMC Helix ITSM
MyIT Service Broker
22.x

While creating a Work Order through ITSM, the following note appears in Worklog for some users

"DWPC request auto-creation failed
Error creating a Digital Workplace Catalog service request. Contact your administrator for assistance."

When Incident is submitted in SmartIT, in Activity logs getting error message "Error creating a Digital Workplace Catalog service request. Contact your administrator for assistance"

"Create Digital Workplace Request on Submit" option is enabled under Work Order Configuration Rules
"Create Digital Workplace Request on Submit" option is enabled under Incident Configuration Rules
Incorrect "Remote Hostname" entry on the SB:RemoteApprovalConfiguration form

Updated the Remote Hostname on SB:RemoteApprovalConfiguration to <hostname>.onbmc.com and it started working now. Able to create Work Orders and corresponding Digital Workplace ID generated without errors. This should point to the user-facing DNS, for example:
<hostname>-qa-userip.onbmc.com.
If the connection is failing with above, use localhost.

The Connector Name should be as "Remedy" in DWP Catalog.


Furthermore, I have tested the DWP comments, and I am pleased to report that they are functioning as expected.

Another Solution:
         1. In the DWPC settings, "Default connection" is not selected. Please select "Remedy" and save the setting.
         2. Hostname entry on Digital Workplace Catalog "Remedy" connector should match with hostname on SB:RemoteApprovalConfiguration
         3. The Digital Workplace Catalog OOTB workflow is missing "ITSM to DWP Service Integration Process". 

Found the following:
<API > <TrID: XQkOYKpxQtKAPC_Sd6qWwg:0000001> <TID: 0001534574> <RPC ID: 0000411159> <Queue: Admin > <Client-RPC: 390600 > <USER: hannah_admin > <Overlay-Group: 1 > /* Fri Jun 21 2024 19:38:53.6260 */ -createSubmitOrder FAIL
com.bmc.myservice.common.util.exception.MyServiceValidationException: Service not found with id AGGADG1AAP0IDARK54AWRK54AWNEW8 or you don't have access to it.

 

This service is related to the default workflow called "ITSM to DWP Service Integration Process". This is missing in dev. ProcessDefinitionGUID for this workflow is rx-af3bc73e-f9fd-4dee-b278-c57a234e9b2b.
 
Export taken from another environment attached to this KA. To apply do the following:
a. Open the DWPC console and mport this service the the environment where it is missing.
b. Access Innovation Studio, select the Digital Workplace Catalog workspace and search for mp_product_product_version_revisions under the Records tab.
c. Select mp_product_product_version_revisions then click Edit data.
d. Search for the name:
BMC Helix ITSM Fulfillment-DWP Service Integration
e. Select the entry to open it. Change the fulfilment_type value from INTERNAL_WORKFLOW to HEADLESS and save the changes.
 
Making the service headless prevents it being visible to end users to request
 
4. In one case, the hostname localhost was needed and the connector name to be as "Remedy". The connector name as "Remedy connector" fails. 
The Catalog OOTB workflow ITSM to DWP Service Integration Process might be present but still the Request generation is failing.
In this case, you will need to update the DWPCServiceID value in the HPD:CFG-Rules form (for Incidents), WOI:CFG Rules form (for Work Orders) and CHG:CFG Rules (for Change Requests) with the GUID from "myit-sb:mp_product_product_versions" form.
Open the form myit-sb:mp_product_product_types and check the Request ID for first record "IT Request"
The same ID should be in below forms for product_type_id. In one scenario this had to be updated as the ID was incorrect.
myit-sb:mp_product_product_versions
myit-sb:mp_product_products
myit-sb:mp_product_product_version_revisions
If updated the above forms, perform ServiceSearchCache and check the record is updated correctly in myit-sb:ServiceSearchCache form
 
The detailed description value will not be visible in these DWPC Request. This is expected designed behavior.
BMC Helix ITSM
MyIT Service Broker
22.x
BMC Helix ITSM
MyIT Service Broker
22.x
Attachment(s):
BMC Helix ITSM Fulfillment-DWP Service Integration