About
This handler uses the WOI:WorkOrderInterface_Create form & functionality in ITSM to create work orders. This handler allows for creation of a work order without a template.
Please be cautious hard coding shifting/frequently changing data like Remedy Group names into task trees. It is a better strategy to look up this data from somewhere (eg. a dataset in the Data Manageement Console or the Remedy Assignment Engine).
Note that in 7.6.X version of ITSM, there have been issues reported with using WOI:WorkOrderInterface_Create to create work orders. This may need to be repaired in ITSM before this can effectively be used, but no changes are necessary in the handler.
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. | |
| KSR Request ID: | The KSR base record relating to this work order. | |
| KSR Instance ID: | The KSR base record instance ID relating to this work order. | |
| Status: | The value placed in the Status field on the Work Order form. | |
| Status Reason: | The value placed in the Status Reason field on the Work Order form. | |
| Company: | The value placed in the Company field on the Work Order form. | |
| Location Company: | The value placed in the Location Company field on the Work Order form. | |
| Requester Region: | The value placed in the Region field on the Work Order form. | |
| Requester Site Group: | The value placed in the Site Group field on the Work Order form. | |
| Requester Site: | The value placed in the Site field on the Work Order form. | |
| Requester First Name: | The value placed in the Requester First Name field on the Work Order form. | |
| Requester Last Name: | The value placed in the Requester Last Name field on the Work Order form. | |
| Customer Company: | The value placed in the Customer Company field on the Work Order form. | |
| Customer First Name: | The value placed in the Customer First Name field on the Work Order form. | |
| Customer Last Name: | The value placed in the Customer Last Name field on the Work Order form. | |
| Customer Person ID: | The value placed in the Customer Person ID field on the Work Order form. | |
| Submitter First Name: | Will be used to populate the Contact field. | |
| Submitter Last Name: | Will be used to populate the Contact field. | |
| Submitter EMail Address: | Will be used to populate the Contact field. | |
| Submitter Person Id: | Will be used to populate the Contact field. | |
| Requested By Person Id: | Will be used to populate the Contact field. | |
| Submitter Login Id: | The value placed in the Submitter field on the Work Order form. | |
| Priority: | The value placed in the Priority field on the Work Order form. | |
| Work Order Type: | The value placed in the Work Order Type field on the Work Order form. | |
| Work Order Summary: | The value placed in the Summary field on the Work Order form. | |
| Work Order Detailed Description: | The value placed in the Descripiton field on the Work Order form. | |
| Template Name: | The value placed in the Template Name field on the Work Order Template form. | |
| Operational Categorization Tier1: | The value placed in the Categorization Tier 1 field on the Work Order Template form. | |
| Operational Categorization Tier2: | The value placed in the Categorization Tier 2 field on the Work Order Template form. | |
| Operational Categorization Tier3: | The value placed in the Categorization Tier 3 field on the Work Order Template form. | |
| Product Cat Tier 1: | The value placed in the Product Cat Tier 1 field on the Work Order Template form. | |
| Product Cat Tier 2: | The value placed in the Product Cat Tier 2 field on the Work Order Template form. | |
| Product Cat Tier 3: | The value placed in the Product Cat Tier 3 field on the Work Order Template form. | |
| Product Name: | The value placed in the Product Name field on the Work Order Template form. | |
| Product Manufacturer: | The value placed in the Manufacturer field on the Work Order Template form. | |
| Assignee Support Company: | The value placed in the Request Assignee Support Company field on the Work Order Template form. | |
| Assignee Support Organization: | The value placed in the Request Assignee Support Organization field on the Work Order Template form. | |
| Assignee Support Group Name: | The value placed in the Request Assignee Support Group Name field on the Work Order Template form. | |
| Request Assignee: | The value placed in the Request Assignee field on the Work Order Template form. | |
| Manager Support Company: | The value placed in the Request Manager Support Company field on the Work Order Template form. | |
| Manager Support Organization: | The value placed in the Request Manager Support Organization field on the Work Order Template form. | |
| Manager Support Group Name: | The value placed in the Request Manager Support Group Name field on the Work Order Template form. | |
| Request Manager: | The value placed in the Request Manager field on the Work Order Template form. |
Results
| Name | Description |
|---|---|
| Work Order ID | The ID of the work order created (WOI##########) |
| Work Order Instance Id | The Instance ID of the work order created. |
Changelog
BMC ITSM9 Work Order Create Detail (2016-10-14)
- Initial version. See README for details.
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