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BMC ITSM7 Incident Templated 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 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.

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Detailed Description

Incidents are submitted through the HPD:IncidentInterface_Create 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:IncidentInterface_Create form.  This causes Remedy workflow to map values from the template into the 'HPD:Help Desk' (Incidents) form.  Any specified parameters provided will override that field as specified in the template used.
 
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:
  - 'z1D_Action'              => "CREATE"
  - 'Reported Source'      => "Web"
  - 'Status'                     => "New"
* Maps the following field values to the values of the specified parameters:
  - 'Last_Name'              => "Requester Last Name"
  - 'First_Name'              => "Requester First Name"
  - 'Submitter'                => "Submitter Login Id"
  - 'Login_ID'                => "Requester Login Id"
  - 'Contact First Name'  => "Direct Contact First Name"
  - 'Contact Last Name  => "Direct Contact Last Name"
  - 'Operational Category 1' => "Categorization Tier 1"
  - 'Operational Category 2' => "Categorization Tier 2"
  - 'Operational Category 3' => "Categorization Tier 3"
  - 'Product Category 1'   => "Product Categorization Tier 1"
  - 'Product Category 2'   => "Product Categorization Tier 2"
  - 'Product Category 3'   => "Product Categorization Tier 3"
  - 'Product Name'          => '"Product Name"
  - 'Product Model/Version' => "Product Model/Version"
  - 'Product Manufacturer' => "Manufacturer"
  - 'Service_Type'           => "Service Type"
  - 'Description'              => "Summary"
  - 'Detailed_Description' => "Notes"
  - 'Impact'                     => "Impact"
  - 'Urgency'                   => "Urgency"
  - 'SRID'                       => 'CustomerSurveyID' (the KSR number)
  - 'SRInstanceID'           => 'CustomerSurveyInstanceId' (the Instance Id).

Parameters

 

Parameter Description
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 Optional Login ID for Requester
Submitter Login Id The value placed in the Submitter field on the Incident form.
Contact First Name The first name of the direct contact (if any)
Contact Last Name The last name of the direct contact (if any)
Summary The value placed in the Summary field on the Incident form.
Notes The value placed in the Notes field on the Incident form.
Service Type The Service Type (eg. User Service Request or User Service Restoration) value placed in the Notes field on the Incident form.
Impact Should be exactly equal to the text visible in Remedy for this field.
Urgency Should be exactly equal to the text visible in Remedy for this field.
Operational Category 1 Should be exactly equal to the text visible in Remedy for this field.
Operational Category 2 Should be exactly equal to the text visible in Remedy for this field.
Operational Category 3 Should be exactly equal to the text visible in Remedy for this field.
Product Category 1 Should be exactly equal to the text visible in Remedy for this field.
Product Category 2 Should be exactly equal to the text visible in Remedy for this field.
Product Category 3 Should be exactly equal to the text visible in Remedy for this field.
Product Name Should be exactly equal to the text visible in Remedy for this field.
Product Model/Version Should be exactly equal to the text visible in Remedy for this field.
Product Manufacturer Should be exactly equal to the text visible in Remedy for this field.
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
Incident Template Name Email Incident
Requester First Name <%=@inputs['ReqFor First Name']%>
Requester Last Name <%=@inputs['ReqFor Last Name']%>
Submitter Login Id <%=@inputs['ReqFor Login ID']%>
Contact First Name <%=@inputs['ReqBy First Name']%>
Contact Last Name <%=@inputs['ReqBy Last Name']%>
Summary Email Incident
Notes <%=@results['Format Answers']['result']%>
Service Type User Service Restoration
Impact 4-Minor/Localized
Urgency
<%= if @answers['Frequecy'] == "Always"
then "3-Medium"
else "4-Low"
end %>
Operational Category 1

<%=@answers['Operational Tier 1']%>

Operational Category 2

<%=@answers['Operational Tier 2']%>

Operational Category 3

<%=@answers['Operational Tier 3']%>

Product Category 1

<%=@answers['Product Tier 1']%>

Product Category 2

<%=@answers['Product Tier 2']%>

Product Category 3

<%=@answers['Product Tier 3']%>

Product Name

<%=@answers['Product Name']%>

Product Model/Version

<%=@answers['Product Model']%>

Product Manufacturer

<%=@answers['Product MFG']%>

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.
Status The 'Status' of the generated Incident in the HPD:Help Desk form.
Status_Reason The 'Status_Reason' of the generated Incident in the HPD:Help Desk form.
Resolution The 'Resolution' of the generated Incident in the HPD:Help Desk form.
LMD The 'Last Modified Date' of the generated Incident in the HPD:Help Desk form.

Change Log

Version Date Description
4 2015-7-22 *exposed Login ID for Requester (separted it from submitter ID)
3 2015-7-02 * Added additional functionality to support Direct Contact on Incident, as well as Operational
and Product Categories.
2 2014-3-07 * 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.
* Updated template search to only include Enabled templates
1 2011-10-03 Initial version