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Handler · Version 3

BMC ITSM7 Change Create

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About

Change Requests are submitted through the CHG:ChangeInterface_Create form. This staging form provides an easy and reliable way to raise Change Requests in the ITSM application.

Additional information about the usage of the CHG:ChangeInterface_Create form can be found in the BMC Remedy ITSM Service Management Integrations 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 'CHG:ChangeInterface_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"
    • 'Status' => "Draft"
    • 'Change Type' => "Change"
    • 'Change Timing' => "Normal"
  • Maps the following field values to the values of the specified parameters:

    • 'Description' => "Change Summary"
    • 'Impact' => "Impact"
    • 'Urgency' => "Urgency"
    • 'Risk Level' => "Risk Level"
    • 'First Name' => "Requester First Name"
    • 'Last Name' => "Requester Last Name"
    • 'Company' => "Requester Support Company"
    • 'Submitter' => "Submitter Login Id"
    • 'Location Company' => "Change Location Company"
    • 'Company3' => "Change Manager Support Company"
    • 'Support Organization' => "Change Manager Support Organization"
    • 'Support Group Name' => "Change Manager Support Group Name"
    • 'SRID' => 'CustomerSurveyID' (the KSR number)
    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).
Configurations
Name Description Sample
server Remedy Server Name or IP Address
username Remedy Login Name
password Remedy Password *********
port Remedy TCP Port 0
prognum Remedy RPC Prognum 0
authentication Remedy Authentication String
enable_debug_logging Enable debug logging if the value is set to 'Yes'. No
Parameters
Name Description Sample
Change Summary: Sets the Summary in the Change Request Information section.
Impact: Sets the Impact in the Change Request Information section.
Urgency: Sets the Urgency in the Change Request Information section.
Risk Level: Sets the Risk Level in the Change Request Information section.
Requester First Name: Sets the First Name on the Requester tab under the Requested By header.
Requester Last Name: Sets the Last Name on the Requester tab under the Requested By header.
Requester Support Company: Sets the Support Company on the Requester tab under the Requested By header.
Submitter Login Id: Sets the Submitter on the Dates tab under the Change Dates header.
Change Location Company: Sets the Company on the Requester tab under the Change Location header.
Change Manager Support Company: Sets the Support Company on the Assignment tab under the Infrastructure Change Manage header.
Change Manager Support Organization Sets the Support Organization on the Assignment tab under the Infrastructure Change Manage header. <%= @inputs['Support Organization'] %>
Change Manager Support Group Name Sets the Support Group Name on the Assignment tab under the Infrastructure Change Manage header. <%= @inputs['Support Group Name'] %>
Survey ID (KSR #): The value placed in the SRID field on the Change form.
Survey Instance ID: The value placed in the SRInstanceID field on the Change form.
Results
Name Description
Change Number The 'Infrastructure Change Id' of the generated Change in the 'CHG:Infrastructure Change' form.
Change Instance Id The 'InstanceId' of the generated Change in the 'CHG:Infrastructure Change' form.
Deferral Token The deferral token used by this handler.
Changelog

BMCITSM7ChangeCreateV3 (2014-02-01)

  • 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.

BMCITSM7ChangeCreateV2 (2010-12-22)

  • Initial version. See README for details.
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