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BMC Remedy ITSM

 

BMC Remedy ITSM
Handlers useful for interacting with BMC Remedy ITSM7 and ITSM8 and ITSM9 applications.
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Topics
  • Creates a BMC ITSM7 (SRM) Work Order record based on a given a Work Order Template. For more information, see the Detailed Description section below.
  • Returns the Login IDs for all current AP:Alternate records for the specified Login ID
  • This handler approves a specific AP:Detail-Signature record.
  • Creates an alternate approver entry with the specified information.
  • Changes the status to Cancelled for an existing AP:Alternate record.
  • Retrieves a list (xml) of all the approvers listed for the specified role. Also returns whether one or all approvers must approve if there are multiple approvers.
  • 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 parameters provided.
  • Retrieves a BMC ITSM7 Infrastructure Change record for the specified Infrastructure Change ID or InstanceID.
  • Updates the status and status reason if needed for a specific BMC ITSM7 Change (CHG:Infrastructure Change) request.
  • 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.
  • Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
  • Creates a BMC ITSM7 Change Work Info record based upon the parameters provided.
  • Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
  • Retrieves the Login IDs associated with a particular Functional Role and Group ID
  • Retrieves Email Address(es) for the individual or support group, separated by commas.
  • Closes a BMC ITSM7 Incident (Help Desk) record. The BMC ITSM7 Incident (Help Desk) entry is modified in the 'HPD:Help Desk' form
  • 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.
  • 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.  This handler includes many various inputs that can be used to populate the ticket with additional information such as categorizations.
  • Retrieves a single ITSM Incident Record related to the Incident Number specified.
  • Updates the status and status reason if needed for a specific BMC ITSM7 Incident (HPD:Help Desk) request.
  • 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 data parameters provided.
  • 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 data parameters provided, allowing override of the Type, Impact, Urgency, Operational Category Tier (1-3), Product Category Tier (1-3), Product Name, Product Model/Version and Product Manufacturer set on the Incident Template.
  • Creates a relationship between a CI and an Incident using the HPD:Association form. One HPD:Association record is created. Creates a AST:CMDB Association record to relate the Incident to the CI.
  • Creates a relationship between two incidents using the HPD:Association form. One HPD:Association record is created.  Use TWO of these in a task tree to complete the full relationships: Ticket 1 --> Ticket 2 and Ticket 2 --> Ticket 1
  • Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
  • Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
  • Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
  • Returns an XML listing of enabled record ids found in the NTE:CFG-Notification Events form for the provided query and a count of the records found.
  • Creates a single ITSM v7.x CTM People entry with the information specified.
  • Retrieves a single ITSM v7.x CTM People entry related to the Remedy Login specified.
  • Updates a single ITSM v7.x CTM People entry related to the Remedy Login specified.
  • Adds the given user (indicated by Login ID) to the specified ITSM Support Group.
  • Creates a TMS:Task entry that belongs to either a Change or Incident record.
  • Creates a BMC ITSM7 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
  • Updates the status and status reason if needed for a specific BMC ITSM7 Work Order (WOI:WorkOrder) request.
  • Creates a BMC ITSM7 (SRM) Work Order Work Info record based upon the parameters provided. This handler provides options to include a link to the Review Request view of the triggering Kinetic Request submission, include a string of question answer pairs for the triggering Kinetic Request submission, or to attach files from an Attachment question on the triggering Kinetic Request submission to the Work Log record. The BMC ITSM7 Work Order Work Info record is associated to the 'WOI:WorkOrder' record by submitting the processed information to the 'WOI:WorkInfo' form. For more information, see the Detailed Description section below.
  • Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
  • Creates a BMC ITSM7 (SRM) Work Order Work Info record based upon the parameters provided. This handler provides options to include a link to the Review Request view of the triggering Kinetic Request submission, include a string of question answer pairs for the triggering Kinetic Request submission, or to attach files from an Attachment question on the triggering Kinetic Request submission to the Work Log record. The BMC ITSM7 Work Order Work Info record is associated to the 'WOI:WorkOrder' record by submitting the processed information to the 'WOI:WorkInfo' form. For more information, see the Detailed Description section below.
  • Creates a relationship between a another record, like a CI, and an change using the CHG:Association form. One CHG:Association record is created, which creates the relationship from the change to the other record, the other side of the relationship must be created. For asset, the Asset Association Create handler is needed to create the other half of the relationship (from the asset to the change).
  • Creates a relationship between a another record, like a CI, and an change using the HPD:Association form. One HPD:Association record is created, which creates the relationship from the incident to the other record, the other side of the relationship must be created. For asset, the Asset Association Create handler is needed to create the other half of the relationship (from the asset to the incident).
  • Creates a relationship between a CI and another record using the AST:CMDB Associations form. One AST:CMDB Associations record is created, which creates the relationship from the asset to the other record. The other half of the relationship (from the other record to the asset) needs to be created as well.
  • Creates a relationship between a CI and an change using the CTR:Contract_Relationship form. One CTR:Contract_Relationship record is created, which creates the relationship from the change to the asset. The Asset Association Create handler is needed to create the other half of the relationship (from the asset to the change).
  • Creates a BMC ITSM9 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.
  • Creates a BMC ITSM9 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
  • Creates a BMC ITSM9 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 data parameters provided.
  • Retrieves a single ITSM CTM People entry related to the Remedy Login specified via the REST API.
  • 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.