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BMC ITSM9 Incident Create

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.

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bmc_itsm9_incident_create_v1.zip

Detailed Description

NOTE: This handler uses the BMC ARS REST API. This must be configured as specified here: https://docs.bmc.com/docs/display/public/ars9000/Configuring+the+REST+API for the handler to function. If you do not want to or cannot configure the REST API in your environment, the ITSM7 and 8 handlers should still work for the time being. They use the Java API. Until support for that is discontinued, those handlers should continue to work.

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.

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"
  - 'Login_ID'                => "Requester Login Id"
  - 'Submitter'                                => "Submitter Login Id"
  - 'SRID'                                      => 'CustomerSurveyID' (the KSR number)
  - 'SRInstanceID'                         => 'CustomerSurveyInstanceId' (the Instance Id)

Parameters

Name Description
Error Handling Determine what to return if an error is encountered. valid values: Error Message, Raise Error
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 for matching the Requester.
Submitter Login Id The value placed in the Submitter field on the Incident form.
Incident Summary The value placed in the Incident Summary 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.
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.

Sample Configuration

Parameter Example Configuration
Error Handling Error Message
Requester First Name <%=@answers['ReqFor First Name']%>
Requester Last Name <%=@answers['ReqFor First Name']%>
Requester Login Id <%=@answers['ReqFor Login ID']%>
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.
Deferral Token The token used by Task for this process
Handler Error Message Error message if there was one, nil if none

Change Log

Version Date Description
1 2016-09-20 Initial version.