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)
| 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 |
| 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. |
| 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 |
BMC ITSM9 Incident Create (2016-09-20)
- Initial version. See README for details.