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.
Additional information about the usage of Incident Management Templates can be found in the BMC Remedy ITSM Configurations 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 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:
'Last_Name' => "Requester Last Name"
'First_Name' => "Requester First Name"
'Submitter' => "Submitter Login Id"
'SRID' => 'CustomerSurveyID' (the KSR number)
'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).
Remedy Server Name or IP Address
Remedy Login Name
Remedy TCP Port
Remedy RPC Prognum
Remedy Authentication String
Enable debug logging if the value is set to 'Yes'.
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.
Submitter Login Id:
The value placed in the Submitter field on the Incident form.
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.
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.
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