Incidents are submitted through the HPD:IncidentInterfaceCreate form. When creating Incidents via the Incident Management Template facility, the Instance Id of related template is retrieved using the template name parameter. The Instance Id is mapped to the TemplateID field on the HPD:IncidentInterfaceCreate form. This causes Remedy workflow to map values from the template into the 'HPD:Help Desk' (Incidents) form.
Additional information about the usage of Incident Management Templates can be found in the BMC Remedy ITSM Configurations guide.
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:
- 'Last_Name' => "Requester Last Name"
- 'First_Name' => "Requester First Name"
- 'Login_ID' => "Requester Login Id"
- '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 |
| Incident Template Name: | The name of the incident template to submit with. | |
| 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. | |
| 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 Templated Create (2016-09-27)
- Initial version. See README for details.