Remedy Plugin: Use a Change Request ID in place of Entry ID

Basically, the problem with the plugin is related to the Check Step.

1. The documentation for usage is vague and incomplete. This causes several issues related to the setup. If the values in the command step are not formatted correctly, the workflow log indicates a cryptic error message that is largely unhelpful to resolve the initial issue. At first it was not apparent that the plugin step was connecting to the Remedy Server, but a review of the plugin code indicated successful connection.

2. On review of the code, the plugin step requires a the Remedy "Entry ID". The entry ID is not a user field; it is a Remedy Internal value that is not accessible or immediately visible to Remedy End users. The Change Request Identification number is one of the primary fields associated with the primary Entry Field. The plugin for Remedy should find the Entry ID by the publicly known "Change Request ID" number.

3. The plugin step for check data will fail on a non equivalent condition. This is a major assumption that is largely invalid for some values of interest within the plugin. Remedy is complete change control system that also contains fields and logic to govern when changes are intended to be executed. In this case, two data fields related to the change start and end times would be of interest and compared to the scheduled deploy time.

Basically, if the plugin could just get data from Remedy by the Change Request ID (as opposed to Entry ID, which is NOT a user known value) and then provide the data as output properties, a secondary step could perform the necessary logic for comparison.