BMC ITSM9 Work Order Create Detail Version 1

This handler uses the WOI:WorkOrderInterface_Create form & functionality in ITSM to create work orders. This handler allows for creation of a work order without a template.

Please be cautious hard coding shifting/frequently changing data like Remedy Group names into task trees. It is a better strategy to look up this data from somewhere (eg. a dataset in the Data Manageement Console or the Remedy Assignment Engine).

Note that in 7.6.X version of ITSM, there have been issues reported with using WOI:WorkOrderInterface_Create to create work orders. This may need to be repaired in ITSM before this can effectively be used, but no changes are necessary in the handler.

Parameters

Name Description
Error Handling Determine what to return if an error is encountered.
KSR Request ID: The KSR base record relating to this work order.
KSR Instance ID: The KSR base record instance ID relating to this work order.
Status: The value placed in the Status field on the Work Order form.
Status Reason: The value placed in the Status Reason field on the Work Order form.
Company: The value placed in the Company field on the Work Order form.
Location Company: The value placed in the Location Company field on the Work Order form.
Requester Region: The value placed in the Region field on the Work Order form.
Requester Site Group: The value placed in the Site Group field on the Work Order form.
Requester Site: The value placed in the Site field on the Work Order form.
Requester First Name: The value placed in the Requester First Name field on the Work Order form.
Requester Last Name: The value placed in the Requester Last Name field on the Work Order form.
Customer Company: The value placed in the Customer Company field on the Work Order form.
Customer First Name: The value placed in the Customer First Name field on the Work Order form.
Customer Last Name: The value placed in the Customer Last Name field on the Work Order form.
Customer Person ID: The value placed in the Customer Person ID field on the Work Order form.
Submitter First Name: Will be used to populate the Contact field.
Submitter Last Name: Will be used to populate the Contact field.
Submitter EMail Address: Will be used to populate the Contact field.
Submitter Person Id: Will be used to populate the Contact field.
Requested By Person Id: Will be used to populate the Contact field.
Submitter Login Id: The value placed in the Submitter field on the Work Order form.
Priority: The value placed in the Priority field on the Work Order form.
Work Order Type: The value placed in the Work Order Type field on the Work Order form.
Work Order Summary: The value placed in the Summary field on the Work Order form.
Work Order Detailed Description: The value placed in the Descripiton field on the Work Order form.
Template Name: The value placed in the Template Name field on the Work Order Template form.
Operational Categorization Tier1: The value placed in the Categorization Tier 1 field on the Work Order Template form.
Operational Categorization Tier2: The value placed in the Categorization Tier 2 field on the Work Order Template form.
Operational Categorization Tier3: The value placed in the Categorization Tier 3 field on the Work Order Template form.
Product Cat Tier 1: The value placed in the Product Cat Tier 1 field on the Work Order Template form.
Product Cat Tier 2: The value placed in the Product Cat Tier 2 field on the Work Order Template form.
Product Cat Tier 3: The value placed in the Product Cat Tier 3 field on the Work Order Template form.
Product Name: The value placed in the Product Name field on the Work Order Template form.
Product Manufacturer: The value placed in the Manufacturer field on the Work Order Template form.
Assignee Support Company: The value placed in the Request Assignee Support Company field on the Work Order Template form.
Assignee Support Organization: The value placed in the Request Assignee Support Organization field on the Work Order Template form.
Assignee Support Group Name: The value placed in the Request Assignee Support Group Name field on the Work Order Template form.
Request Assignee: The value placed in the Request Assignee field on the Work Order Template form.
Manager Support Company: The value placed in the Request Manager Support Company field on the Work Order Template form.
Manager Support Organization: The value placed in the Request Manager Support Organization field on the Work Order Template form.
Manager Support Group Name: The value placed in the Request Manager Support Group Name field on the Work Order Template form.
Request Manager: The value placed in the Request Manager field on the Work Order Template form.

Sample Configuration

Name Description
KSR Request ID:
KSR Instance ID:
Status:
Status Reason:
Company:
Location Company:
Requester Region:
Requester Site Group:
Requester Site:
Requester First Name:
Requester Last Name:
Customer Company:
Customer First Name:
Customer Last Name:
Customer Person ID:
Submitter First Name:
Submitter Last Name:
Submitter EMail Address:
Submitter Person Id:
Requested By Person Id:
Submitter Login Id:
Priority:
Work Order Type:
Work Order Summary:
Work Order Detailed Description:
Template Name:
Operational Categorization Tier1:
Operational Categorization Tier2:
Operational Categorization Tier3:
Product Cat Tier 1:
Product Cat Tier 2:
Product Cat Tier 3:
Product Name:
Product Manufacturer:
Assignee Support Company:
Assignee Support Organization:
Assignee Support Group Name:
Request Assignee:
Manager Support Company:
Manager Support Organization:
Manager Support Group Name:
Request Manager:
Error Handling

Results

Name Description
Work Order ID The ID of the work order created (WOI##########)
Work Order Instance Id The Instance ID of the work order created.

Changelog

BMC ITSM9 Work Order Create Detail (2016-10-14)

  • Initial version. See README for details.


Related Handlers

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BMC ITSM7 Update Change Status
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BMC ITSM7 Group Membership Lookup
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BMC ITSM7 Update Incident Status
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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.
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Creates a relationship between two ITSM7 incidents using the HPD:Associations form
BMC ITSM7 Incident Work Info Create on a Remote AR Server
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Returns an XML listing (enabled) record ids found in the NTE:CFG-Notification Events form.
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BMC ITSM7 Support Group Membership Add
Adds the individual to support group.
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 Work Info Create CE
Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
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 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 Templated_Create
Creates an Incident record.
BMC ITSM9 Person Retrieve
Retrieves a single ITSM v9.x CTM People entry related to the Remedy Login specified.
BMC ITSM9 Support Group Membership Add
Adds the individual to support group.
BMC ITSM9 Support Group Membership Remove
Removes the individual from the support group.
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.