Create Incident Version 1

This handler utilizes the iWise XML Server SOAP framework to submit a createObject request with the following configuration:


  • objectType => "Incident"

  • templateName => Value of the 'template_name' task info record. Example: "incident.create.kinetic.template"


  • SRLDescriptionLine => "Incident generated in Kinetic Task."

  • Comments_Line => Value of the 'Short Description' parameter.

  • Comments_Text => Value of the 'Description' parameter.

  • Symptom_Type => Value of the 'Symptom Type' parameter.

  • Sub_Type => Value of the 'Sub Type' parameter.

  • Email_Address => Value of the 'Requester Email' parameter.

  • External_Xref => Deferral token of this task.


Name Description
Requester Email The email address of the requester.
Short Description A short description of the incident.
Description A full description indicating the reason for opening a new incident.
Symptom Type The type of symptom the iWise Help Desk incident will be created with.
Sub Type The subtype of symptom the iWise Help Desk incident will be created with.

Sample Configuration

Name Description
Requester Email <%=@answers['Requester Email Address']%>
Short Description Password reset
Description For these systems: <%=@answers['Systems']%>
Symptom Type Password
Sub Type Reset


Name Description
Incident Id

Related Handlers

Retrieve Incident
Retrieves information about an incident from the iWise XML Server specified configured by the associated task definition info items.

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