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Handler · Version 4

BMC ITSM7 Incident Create Detail

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About

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"
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
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.
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.
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