Skip to main content
Kinetic Community

BMC ITSM7 Incident Create Detail

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.

Downloads

By downloading this file, you acknowledge that you agree to our Terms of Service

bmc_itsm7_incident_create_detail_v4.zip

Detailed Description

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.

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:
  - 'z1D_Action'                             => "CREATE"
  - 'Reported Source'                    => "Web"
* Maps the following field values to the values of the specified parameters:
  - 'Status'                                     => "Status"
  - 'Status Reason'                        => "Status Reason" 
  - 'Resolution'                               => "Resolution"
  - 'Resolution Category Tier 1'     => "Resolution Category Tier 1"
  - 'Resolution Category Tier 2'     => "Resolution Category Tier 2"
  - 'Service_Type'                          => "Incident Type"
  - 'Urgency'                                  => "Urgency"
  - 'Description'                              => "Incident Summary"
  - 'Detailed Description'                => "Incident Details"
  - 'Assigned Support Company'   => "Assigned Support Company"
  - 'Assigned Support Organization' => "Assigned Support Organization"
  - 'Assigned Group'                       => "Assigned Support Group"
  - 'Assignee'                                  => "Assignee"
  - 'First_Name'                              => "Requester First Name"
  - 'Last_Name'                              => "Requester Last Name"
  - 'Login_ID'                                  => "Requester Login ID"
  - 'Submitter'                                 => "Submitter Login Id"
  - 'Direct Contact First Name'       => "Contact First Name"
  - 'Direct Contact Last Name'       => "Contact Last Name"
  - 'Direct Contact Internet E-Mail' => "Contact Email"
  - 'Categorization Tier 1'               => "Category Tier 1"
  - 'Categorization Tier 2'               => "Category Tier 2"
  - 'Categorization Tier 3'               => "Category Tier 3"
  - 'Product Categorization Tier 1' => "Product Category Tier 1"
  - 'Product Categorization Tier 2' => "Product Category Tier 2"
  - 'Product Categorization Tier 3' => "Product Category Tier 3"
  - 'Product Name'                         => "Product Name"
  - 'Manufacturer'                           => "Product Manufacturer"
  - 'SRID'                                      => "CustomerSurveyID" (the KSR number)
  - 'SRInstanceID'                         => "CustomerSurveyInstanceId" (the Instance Id)

Parameters

Name Description
Status The value placed in the Status field on the Incident form.
Status Reason The value placed in the Status Reason field on the Incident form.
Incident Type The value placed in the Service Type field on the Incident form.  Options are 
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 The value used to identify the Requester and stored in the Login_ID field on the Incident form.
Contact First Name The value stored in the Direct Contact First Name field on the Incident form.
Contact Last Name The value stored in the Direct Contact Last Name field on the Incident form.
Contact Email The value stored in the Direct Contact Internet E-Mail field on the Incident form.
Submitter Login Id The value placed in the Submitter field on the Incident form.
Incident Summary The value placed in the Description field on the Incident form.
Incident Details The value placed In the Details (aka Detailed Description) field on the Incident form.
Resolution The value placed in the Resolution field on the Incident form.
Resolution Cat Tier 1 The value placed in the Resolution Cat Tier 1 field on the Incident form.
Resolution Cat Tier 2 The value placed in the Resolution Cat Tier 2 field on the Incident form.
Impact The value placed in the Incident Impact field on the Incident form.
Urgency The value placed in the Incident Urgency field on the Incident form.
Operational Cat Tier 1 The value placed in the Operational Category Tier 1 field on the Incident form.
Operational Cat Tier 2 The value placed in the Operational Category Tier 2 field on the Incident form.
Operational Cat Tier 3 The value placed in the Operational Category Tier 3 field on the Incident form.
Product Cat Tier 1 The value placed in the Product Category Tier 1 field on the Incident form.
Product Cat Tier 2 The value placed in the Product Category Tier 2 field on the Incident form.
Product Cat Tier 3 The value placed in the Product Category Tier 3 field on the Incident form.
Product Name The value placed in the Product Name field on the Incident form.
Product Manufacturer The value placed in the Manufacturer 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.
Assigned Individual The value placed in the Assignee 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.

Sample Configuration

Parameter Example Configuration
Requester First Name <%=@answers['ReqFor First Name']%>
Requester Last Name <%=@answers['ReqFor First Name']%>
Submitter Login Id <%=@answers['ReqFor Login ID']%>
Incident Summary <%=@template['Name']%>
Impact 4-Minor/Localized
Urgency 4-Low
Assigned Support Company My Company
Assigned Support Organization IT Support Organization
Assigned Support Group Internal Support
Survey ID (KSR #) <%= @inputs['KSR'] %>
Survey Instance ID <%= @inputs['Submission Instance ID'] %>

Results

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.

Change Log

Version Date Description
4 2016-08-05 Initial version