BMC ITSM9 Change Templated Create Version 1

Change Requests are submitted through the CHG:ChangeInterfaceCreate form. When creating Change Requests via the Infrastructure Change Template facility, the Instance Id of related template is retreived using the template name parameter. The Instance Id is mapped to the TemplateID field on the CHG:ChangeInterfaceCreate form. This causes Remedy workflow to map values from the template into the CHG:Infrastructure Change (Changes) form.

Additional information about the usage of Infrastructure Change Templates can be found in the BMC Remedy ITSM Configurations guide.

The following data is used to create the 'CHG:ChangeInterface_Create' record:

  • Sets the 'TemplateID' field to the Instance Id of the Change template that was specified in the "Change Template Name" parameter.

  • Maps the deferral token of the task instance generated by this handler into the 'SRMSAOIGuid' field.

  • Sets the following field values to the values of the specified parameters:

    • 'First Name' => "Requester First Name"
    • 'Last Name' => "Requester Last Name"
    • 'Customer Internet E-mail' => "Requester Email"
    • 'Company' => "Requester Support Company"
    • 'Submitter' => "Submitter Login Id"
    • 'Company3' => "Change Manager Support Company"
    • 'Support Organization' => "Change Manager Support Organization"
    • 'Support Group Name' => "Change Manager Support Group Name"
    • 'SRID' => 'CustomerSurveyID' (the KSR number)
    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).

Parameters

Name Description
Error Handling Determine what to return if an error is encountered.
Change Template Name: The name of the change template to be used. Change templates are retrieved from CHG:Template.
Requester First Name: Used to find the Requester for the Requester tab under the Requested By header.
Requester Last Name: Used to find the Requester for the Requester tab under the Requested By header.
Requester Login ID: Used to find the Requester for the Requester tab under the Requested By header.
Requester Support Company: Sets the Support Company on the Requester tab under the Requested By header.
Submitter Login Id: Sets the Submitter on the Dates tab under the Change Dates header.
Change Manager Support Company: Sets the Support Company on the Assignment tab under the Infrastructure Change Manage header.
Change Manager Support Organization Sets the Support Organization on the Assignment tab under the Infrastructure Change Manage header.
Change Manager Support Group Name Sets the Support Group Name on the Assignment tab under the Infrastructure Change Manage header.
Survey ID (KSR #): The value placed in the SRID field on the Change form.
Survey Instance ID: The value placed in the SRInstanceID field on the Change form.

Sample Configuration

Name Description
Change Manager Support Organization <%= @inputs['Support Organization'] %>
Change Manager Support Group Name <%= @inputs['Support Group Name'] %>
Error Handling
Change Template Name:
Requester First Name:
Requester Last Name:
Requester Login ID:
Requester Support Company:
Submitter Login Id:
Change Manager Support Company:
Survey ID (KSR #):
Survey Instance ID:

Results

Name Description
Change Number The 'Infrastructure Change Id' of the generated Change in the 'CHG:Infrastructure Change' form.
Change Instance Id The 'InstanceId' of the generated Change in the 'CHG:Infrastructure Change' form.
Deferral Token
Handler Error Message

Changelog

BMC ITSM9 Change Templated Create (2016-10-14)

  • Initial version. See README for details.


Related Handlers

BMC ITSM7 Alternate Approver Lookup
Retrieves the Login IDs for the current alternates for a Login ID
BMC ITSM7 Approver Alternate Add
Adds an alternate approver.
BMC ITSM7 Approver Retrieve by Role
Retrieves a list of approvers for the role provided.
BMC ITSM7 Change Retrieve
Retrieves a single ITSM Change entry.
BMC ITSM7 Change Templated Create
Creates a BMC ITSM7 Infrastructure Change record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Change Template and data parameters provided.
BMC ITSM7 Functional Role Lookup
Retrieves the Login IDs associated with a particular Functional Role and Group ID
BMC ITSM7 Group Membership Lookup
Retrieves Email Address(es) for the individual or support group, separated by commas.
BMC ITSM7 Incident Close
Sets an Incidnet Status To closed.
BMC ITSM7 Incident Create
Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC ITSM7 Update Incident Status
Updates the Incident Status
BMC ITSM7 Incident Templated Create
Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Incident Template and parameters provided.
BMC ITSM7 Incident Work Info Create CE
Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided. Meant for use with Request CE.
BMC ITSM7 Incident Work Info Create
Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
BMC ITSM7 Person Create
Creates an ITSM v7.x CTM People entry with the Remedy Login Id.
BMC ITSM7 Person Update
Updates an ITSM v7.x CTM People entry given the Remedy Login Id. It only updates the record with the given values if those values are provided (will not null out values). It also creates a WorkLog entry to audit the modification.
BMC ITSM7 Task Templated Create
Creates a TMS:Task entry that belongs to either a Change or Incident record.
BMC ITSM7 Work Order Status Update
Updates the status and status reason if needed for a specific BMC ITSM7 Work Order (WOI:WorkOrder) request.
BMC ITSM8 Asset to Contract Assoc Create
Attaches a contract to an asset. (A second handler is needed to attach the contract to the asset.)
BMC ITSM8 Assoc to Change Request Create
Attaches an item to a Change Request. (A second handler is needed to attach the change request to related item.)
BMC ITSM8 Assoc to Incident Create
Attaches an item to a Incident. (A second handler is needed to attach the incident to related item.)
BMC ITSM9 Incident Create
Creates an Incident record.
BMC ITSM9 Incident Templated_Create
Creates an Incident record.
BMC ITSM9 Person Create
Create an entry in the People Form
BMC ITSM9 Person Retrieve
Retrieves a single ITSM v9.x CTM People entry related to the Remedy Login specified.
BMC ITSM9 Person Update
Updates an entry in the People form based on the Remedy Login ID. Use the key word nil to clear a value.
BMC ITSM9 Support Group Membership Add
Adds the individual to support group.
BMC ITSM9 Support Group Member Functional Role Add
Adds the individual to support group.
BMC ITSM9 Support Group Membership Remove
Removes the individual from the support group.
BMC ITSM9 Work Order Create Detail
Creates a BMC ITSM9 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
BMC People Work Info Create
Create an entry in the People Worklog Form
BMC SRM Templated Work Order Create
Creates a BMC ITSM7 Work Order record based on a given a Work Order Template.