BMC ITSM7 Incident Templated Create Detail Version 4

Incidents are submitted through the HPD:IncidentInterfaceCreate form. When creating Incidents via the Incident Management Template facility, the Instance Id of related template is retrieved using the template name parameter. The Instance Id is mapped to the TemplateID field on the HPD:IncidentInterfaceCreate form. This causes Remedy workflow to map values from the template into the 'HPD:Help Desk' (Incidents) form. Any specified parameters provided will override that field as specified in the template used.

Additional information about the usage of Incident Management Templates can be found in the BMC Remedy ITSM Configurations guide.

This handler is safe to use in a subtree because it does not rely on any @base information to process. All data is passed into the handler as parameters.

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 specified values:

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

    • 'Last_Name' => "Requester Last Name"
    • 'First_Name' => "Requester First Name"
    • 'Submitter' => "Submitter Login Id"
    • 'Service_Type' => "Service Type"
    • 'Description' => "Summary"
    • 'Detailed_Description' => "Notes"
    • 'Impact' => "Impact"
    • 'Urgency' => "Urgency"
    • 'SRID' => 'CustomerSurveyID' (the KSR number)
    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).

Parameters

Name Description
Incident Template Name: The name of the incident template to submit with.
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: Requester Login ID (optional)
Submitter Login Id: The value placed in the Submitter field on the Incident form.
Contact First Name: The value placed in the Contact First Name field on the Incident form.
Contact Last Name: The value placed in the Contact Last Name field on the Incident form.
Summary: The value placed in the Summary field on the Incident form.
Notes: The value placed in the Notes field on the Incident form. (Will append with any Notes Values in the Template)
Service Type: The Service Type (eg. User Service Request or User Service Restoration) value placed in the Notes field on the Incident form.
Impact: Should be exactly equal to the text visible in Remedy for this field.
Urgency: Should be exactly equal to the text visible in Remedy for this field.
Operational Category 1: Should be exactly equal to the text visible in Remedy for this field.
Operational Category 2: Should be exactly equal to the text visible in Remedy for this field.
Operational Category 3: Should be exactly equal to the text visible in Remedy for this field.
Product Category 1: Should be exactly equal to the text visible in Remedy for this field.
Product Category 2: Should be exactly equal to the text visible in Remedy for this field.
Product Category 3: Should be exactly equal to the text visible in Remedy for this field.
Product Name: Should be exactly equal to the text visible in Remedy for this field.
Product Model/Version: Should be exactly equal to the text visible in Remedy for this field.
Product Manufacturer: Should be exactly equal to the text visible in Remedy for this field.
Survey ID (KSR #): The value placed in the SRID field on the Incident form.
Survey Instance ID: The value placed in the SRInstanceID field on the Incident form.

Sample Configuration

Name Description
Incident Template Name:
Requester First Name:
Requester Last Name:
Requester Login ID:
Submitter Login Id:
Contact First Name:
Contact Last Name:
Summary:
Notes:
Service Type:
Impact:
Urgency:
Operational Category 1:
Operational Category 2:
Operational Category 3:
Product Category 1:
Product Category 2:
Product Category 3:
Product Name:
Product Model/Version:
Product Manufacturer:
Survey ID (KSR #):
Survey Instance ID:

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.
Status The 'Status' of the generated Incident in the HPD:Help Desk form.
Status Reason
Resolution The 'Resolution' of the generated Incident in the HPD:Help Desk form.
LMD The 'Last Modified Date' of the generated Incident in the HPD:Help Desk form.
Status_Reason

Changelog

BMCITSM7IncidentTemplatedCreateDetailV3 (2015-07-22)

  • exposed/separated the login ID field

BMCITSM7IncidentTemplatedCreateDetailV3 (2015-07-1)

  • Added additional functionality to support Direct Contact on Incident, as well as Operational

and Product Categories.

BMCITSM7IncidentTemplatedCreate_Detail (2014-03-07)

  • This handler is safe to use in a subtree because it does not rely on any @base

information to process. All data is passed into the handler as parameters.

  • Updated template search to only include Enabled templates

BMCITSM7IncidentTemplatedCreate_Detail (2011-10-03)

  • Initial version. See README for details.


Related Handlers

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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 Update Incident Status
Updates the Incident Status
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.