BMC ITSM7 Incident Create Detail Version 4

Incidents are submitted through the HPD:IncidentInterface_Create form. This staging form provides an easy and reliable way to raise Incidents in the ITSM application.

Additional information about the usage of the HPD:IncidentInterface_Create form can be found in the BMC Remedy ITSM Service Management Integrations guide.

The following data is used to create the 'HPD:IncidentInterface_Create' record:

  • Maps the deferral token of the task instance generated by this handler into the 'SRMSAOIGuid' field.

  • Maps the following field values to the field values of the KSSRVCustomerSurvey_base record that triggered the task process:

    • 'SRID' => 'CustomerSurveyID' (the KSR number)
    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).
  • Maps the following field values to the specified values:

    • 'z1D_Action' => "CREATE"
    • 'Reported Source' => "Web"
    • 'Service_Type' => "User Service Request"
    • 'Status' => "New"
  • Maps the following field values to the values of the specified parameters:

    • 'Impact' => "Impact"
    • 'Urgency' => "Urgency"
    • 'Description' => "Incident Summary"
    • 'Assigned Support Company' => "Assigned Support Company"
    • 'Assigned Support Organization' => "Assigned Support Organization"
    • 'Assigned Group' => "Assigned Support Group"
    • 'First_Name' => "Requester First Name"
    • 'Last_Name' => "Requester Last Name"
    • 'Submitter' => "Submitter Login Id"

Parameters

Name Description
KSR Request ID: The KSR Base record relating to this incident.
KSR Instance ID: The KSR Base record instance ID relating to this incident.
Status: The value placed in the Status field of the Incident.
Status Reason: The value placed in the Status Reason field of the Incident.
Incident Type: The value placed in the Incident Type field of the Incident.
Requester First Name: The value placed in the First Name field on the Incident form.
Requester Last Name: The value placed in the Last Name field on the Incident form.
Requester Login Id: Login is used to uniquely identify the requester.
Contact First Name: The value placed in the Direct Contact First Name field on the Incident form.
Contact Last Name: The value placed in the Direct Contact Last Name field on the Incident form.
Contact Email: The value placed in the Direct Contact Internet E-Mail field on the Incident form.
Submitter Login Id: The value placed in the Submitter field on the Incident form.
Incident Summary: The value placed in the Summary field on the Incident form.
Incident Details: The value placed in the Description field on the Incident form.
Resolution: The value placed in the Resolution field on the Incident form.
Resolution Cat Tier 1: The value placed in the Resolution Categorization Tier 1 field on the Incident form.
Resolution Cat Tier 2: The value placed in the Resolution Categorization Tier 2 field on the Incident form.
Impact: The value placed in the Impact field on the Incident form.
Urgency: The value placed in the Urgency field on the Incident form.
Operational Cat Tier 1 Sets the 'Operational Cat Tier 1' field of the HPD:Incident entry
Operational Cat Tier 2 Sets the 'Operational Cat Tier 2' field of the HPD:Incident entry
Operational Cat Tier 3 Sets the 'Operational Cat Tier 3' field of the HPD:Incident entry
Product Cat Tier 1 Sets the 'Product Cat Tier 1' field of the HPD:Incident entry
Product Cat Tier 2 Sets the 'Product Cat Tier 2' field of the HPD:Incident entry
Product Cat Tier 3 Sets the 'Product Cat Tier 3' field of the HPD:Incident entry
Product Name Sets the 'Product Name' field of the HPD:Incident entry
Product Manufacturer Sets the 'Manufacturer' field of the HPD:Incident entry
Assigned Support Company: The value placed in the Assigned Support Company field on the Incident form.
Assigned Support Organization: The value placed in the Assigned Support Organization field on the Incident form.
Assigned Support Group: The value placed in the Assigned Support Group field on the Incident form.
Assigned Individual: The value placed in the Assignee field on the Incident form.

Sample Configuration

Name Description
KSR Request ID:
KSR Instance ID:
Status:
Status Reason:
Incident Type:
Requester First Name:
Requester Last Name:
Requester Login Id:
Contact First Name:
Contact Last Name:
Contact Email:
Submitter Login Id:
Incident Summary:
Incident Details:
Resolution:
Resolution Cat Tier 1:
Resolution Cat Tier 2:
Impact:
Urgency:
Operational Cat Tier 1
Operational Cat Tier 2
Operational Cat Tier 3
Product Cat Tier 1
Product Cat Tier 2
Product Cat Tier 3
Product Name
Product Manufacturer
Assigned Support Company:
Assigned Support Organization:
Assigned Support Group:
Assigned Individual:

Results

Name Description
Incident Number The 'Incident Number' of the generated Incident in the HPD:Help Desk form.
Incident Instance Id The 'InstanceId' of the generated Incident in the HPD:Help Desk form.

Related Handlers

BMC ITSM7 Alternate Approver Lookup
Retrieves the Login IDs for the current alternates for a Login ID
BMC ITSM7 Approver Alternate Add
Adds an alternate approver.
BMC ITSM7 Approver Retrieve by Role
Retrieves a list of approvers for the role provided.
BMC ITSM7 Change Create
Creates a BMC ITSM7 Infrastructure Change record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC ITSM7 Update Change Status
Updates the Change Status
BMC ITSM7 Change Work CE
Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
BMC ITSM7 Group Membership Lookup
Retrieves Email Address(es) for the individual or support group, separated by commas.
BMC ITSM7 Incident Close
Sets an Incidnet Status To closed.
BMC ITSM7 Incident Create
Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC ITSM7 Incident Retrieve
Retrieves a single ITSM Incident entry.
BMC ITSM7 Update Incident Status
Updates the Incident Status
BMC ITSM7 Incident Templated Create Detail
Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Incident Template and parameters provided.
BMC ITSM7 Incident Templated Create
Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Incident Template and parameters provided.
BMC ITSM7 Incident to Incident Relationship Create
Creates a relationship between two ITSM7 incidents using the HPD:Associations form
BMC ITSM7 Incident Work Info Create CE
Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided. Meant for use with Request CE.
BMC ITSM7 Incident Work Info Create on a Remote AR Server
Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
BMC ITSM7 Incident Work Info Create
Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
BMC ITSM7 Notification Events Find
Returns an XML listing (enabled) record ids found in the NTE:CFG-Notification Events form.
BMC ITSM7 Person Create
Creates an ITSM v7.x CTM People entry with the Remedy Login Id.
BMC ITSM7 Person Retrieve
Retrieves a single ITSM v7.x CTM People entry related to the Remedy Login specified.
BMC ITSM7 Person Update
Updates an ITSM v7.x CTM People entry given the Remedy Login Id. It only updates the record with the given values if those values are provided (will not null out values). It also creates a WorkLog entry to audit the modification.
BMC ITSM7 Support Group Membership Add
Adds the individual to support group.
BMC ITSM7 Task Templated Create
Creates a TMS:Task entry that belongs to either a Change or Incident record.
BMC ITSM7 Work Order Create Detail
Creates a BMC ITSM7 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC ITSM7 Work Order Status Update
Updates the status and status reason if needed for a specific BMC ITSM7 Work Order (WOI:WorkOrder) request.
BMC ITSM7 Work Order Work Info Create CE
Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
BMC ITSM7 Work Order Work Info Create
Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
BMC ITSM7 Work Order Work Info Create
Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
BMC ITSM8 Asset to Contract Assoc Create
Attaches a contract to an asset. (A second handler is needed to attach the contract to the asset.)
BMC ITSM8 Associations to Asset Create
Attaches a items to an asset on the AST:CMDB Associations. (Second handlers are needed to attach the asset to the related item.)
BMC ITSM8 Assoc to Change Request Create
Attaches an item to a Change Request. (A second handler is needed to attach the change request to related item.)
BMC ITSM8 Assoc to Incident Create
Attaches an item to a Incident. (A second handler is needed to attach the incident to related item.)
BMC ITSM9 Change Templated Create
Creates a BMC ITSM9 Infrastructure Change record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Change Template and data parameters provided.
BMC ITSM9 Incident Create
Creates an Incident record.
BMC ITSM9 Incident Templated_Create
Creates an Incident record.
BMC ITSM9 Person Create
Create an entry in the People Form
BMC ITSM9 Person Retrieve
Retrieves a single ITSM v9.x CTM People entry related to the Remedy Login specified.
BMC ITSM9 Person Update
Updates an entry in the People form based on the Remedy Login ID. Use the key word nil to clear a value.
BMC ITSM9 Support Group Membership Add
Adds the individual to support group.
BMC ITSM9 Support Group Member Functional Role Add
Adds the individual to support group.
BMC ITSM9 Support Group Membership Remove
Removes the individual from the support group.
BMC ITSM9 Work Order Create Detail
Creates a BMC ITSM9 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC People Work Info Create
Create an entry in the People Worklog Form
BMC SRM Templated Work Order Create
Creates a BMC ITSM7 Work Order record based on a given a Work Order Template.