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Handler · Version 1

BMC ITSM9 Incident Create

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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.

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:

    • '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"
    • 'SRID' => 'CustomerSurveyID' (the KSR number)
    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id)
Configurations
Name Description Sample
kapi_server The Kinetic ARS API application, if running task locally could be http://localhost:8008/ http://server:port/api
kapi_username Name of user account that has permission to use the Kinetic API
kapi_password Password for the Kinetic API user *********
api_server The ITSM ARS API application, if running task locally could be http://localhost:8008/ http://server:port/api
api_username Name of user account that has permission to use the ITSM API
api_password Password for the ITSM API user *********
enable_debug_logging Enable debug logging if the value is set to 'Yes'. No
Parameters
Name Description Sample
Error Handling Determine what to return if an error is encountered. Error Message
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.
Incident Summary: The value placed in the Summary 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.
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.
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.
Deferral Token Task Deferral Token for this Incident
Handler Error Message contains error message if there was one, nil if not
Changelog

BMC ITSM9 Incident Create (2016-09-20)

  • Initial version. See README for details.
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