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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