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Handler · Version 4

BMC ITSM7 Incident Templated Create Detail

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About

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).
Configurations
Name Description Sample
server Remedy Server Name or IP Address
username Remedy Login Name
password Remedy Password *********
port Remedy TCP Port
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
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.
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.
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