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Handler · Version 1

BMC ITSM7 Incident to Incident Relationship Create

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About

A proper relationship between two Incidents within ITSM is to have two relationships, Ticket 1 to Ticket 2, and Ticket 2 to Ticket 1. Use two task nodes for this, as the input parameter values are switched between the two HPD:Associations records.

The following data is used to create the 'HPD:Associations' record:

  • References the summary field values for the identified tickets from the HPD:Help Desk form.

    • 'Request Description01' => Value returned by the lookup of the summary description of Incident Number 1
  • Maps the following field values of the HPD_Associations form to the field values provided:

    • 'Form Name01' => 'HPD:Help Desk'
    • 'Form Name02' => 'HPD:Help Desk'
    • 'Request Type01' => 'Incident'
  • Maps the following field values to the values of the specified parameters:

    • 'Request ID01' => "Incident Number 1"
    • 'Request ID02' => "Incident Number 2"
    • 'Association Type01' => "Association Type"
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
Incident Number 1: The incident number for one side of the relationship.
Incident Number 2: The incident number for the other sise of the relationship.
Association type: The type of relationship being created.
Submitters Login ID: The Remedy login ID of the user to identify as the submitter of the relationship.
Results
Name Description
Association ID
Associations ID
Changelog

BMCITSM7IncidentToIncidentRelationshipCreate_V1 (2011-10-13)

  • Initial version. See README for details.
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