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Handler · Version 1

BMC ITSM9 Change Templated Create BMC Remedy

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About

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).
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.
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. <%= @inputs['Support Organization'] %>
Change Manager Support Group Name Sets the Support Group Name on the Assignment tab under the Infrastructure Change Manage header. <%= @inputs['Support Group Name'] %>
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.
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.
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