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BMC ITSM9 Incident Templated 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 specified Incident Template and data parameters provided.

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bmc_itsm9_incident_templated_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 specified Incident Template and data parameters provided.

The BMC ITSM9 Incident (Help Desk) entry is created in the 'HPD:Help Desk' (Incidents) form by submitting the required field values to the 'HPD:IncidentInterface_Create' form.

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.

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).

Parameters

Name Description
Error Handling Determine what to return if an error is encountered. valid values: Error Message, Raise Error
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 The value used for matching the Requester.
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.

Sample Configuration

Parameter Example Configuration
Error Handling Error Message
Incident Template Name Email Incident
Requester First Name <%=@inputs['ReqFor First Name']%>
Requester Last Name <%=@inputs['ReqFor First Name']%>
Requester Login Id <%=@inputs['ReqFor Login ID']%>
Submitter Login Id <%=@inputs['ReqFor Login ID']%>
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 2016-09-27 Initial version