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BMC ITSM9 Work Order Create Detail

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.

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bmc_itsm9_workorder_create_detail_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.

This handler uses the WOI:WorkOrderInterface_Create form & functionality in ITSM to create work orders. This handler allows for creation of a work order without a template. 

Please be cautious hard coding shifting/frequently changing data like Remedy Group names into task trees. It is a better strategy to look up this data from somewhere (eg. a dataset in the Data Manageement Console or the Remedy Assignment Engine).

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.

Parameters

Name Description
KSR Request ID The KSR base record relating to this work order.
KSR Instance ID The KSR base record instance ID relating to this work order.
Status The value placed in the Status field on the Work Order form (default: Assigned) 
Status Reason The value placed in the Status Reason field on the Work Order form.
Company The value placed in the Company field on the Work Order form.
Location Company The value placed in the Location Company field on the Work Order form.
Requester Region The value placed in the Region field on the Work Order form.
Requester Site Group The value placed in the Site Group field on the Work Order form.
Requester Site The value placed in the Site field on the Work Order form.
Requester First Name The value placed in the Requester First Name field on the Work Order form.
Requester Last Name The value placed in the Requester Last Name field on the Work Order form.
Customer Company The value placed in the Customer Company field on the Work Order form.
Customer First Name The value placed in the Customer First Name field on the Work Order form.
Customer Last Name The value placed in the Customer Last Name field on the Work Order form.
Customer Person ID The value placed in the Customer Person ID field on the Work Order form.
Submitter First Name Will be used to populate the Contact field.
Submitter Last Name Will be used to populate the Contact field.
Submitter Email Address Will be used to populate the Contact field.
Submitter Person Id Will be used to populate the Contact field.
Requested By Person Id Will be used to populate the Contact field.
Submitter Login Id The value placed in the Submitter field on the Work Order form.
Priority The value placed in the Priority field on the Work Order form.
Work Order Type The value placed in the Work Order Type field on the Work Order form.
Work Order Summary The value placed in the Summary field on the Work Order form.
Template Name The value placed in the Template Name field on the Work Order form.
Assignee Support Company The value placed in the Request Assignee Support Company field on the Work Order 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.
Request Assignee The value placed in the Request Assignee field on the Work Order form.
Operational Categorization Tier1 The value placed in the Categorization Tier 1 field on the Work Order form.
Operational Categorization Tier2 The value placed in the Categorization Tier 2 field on the Work Order form.
Operational Categorization Tier3 The value placed in the Categorization Tier 3 field on the Work Order form.
Product Cat Tier 1 The value placed in the Product Cat Tier 1 field on the Work Order form.
Product Cat Tier 2 The value placed in the Product Cat Tier 2 field on the Work Order form.
Product Cat Tier 3 The value placed in the Product Cat Tier 3 field on the Work Order form.
Product Name The value placed in the Product Name field on the Work Order form.
Product Manufacturer The value placed in the Manufacturer field on the Work Order form.
Manager Support Company The value placed in the Request Manager Support Company field on the Work Order form.
Manager Support Organization The value placed in the Request Manager Support Organization field on the Work Order form.
Manager Support Group Name The value placed in the Request Manager Support Group Name field on the Work Order form.
Request Manager The value placed in the Request Manager field on the Work Order form.

Sample Configuration

Parameter Example Configuration
KSR Request ID <%=@dataset['OriginatingID_Display']%>
KSR Instance ID <%=@dataset['OriginatingID']%>
Status Assigned
Status Reason  
Company <%=@answers['Company']%>
Location Company <%=@answers['Company']%>
Requester Region <%=@answers['Region']%>
Requester Site Group <%=@answers['Site Group']%>
Requester Site <%=@answers['Site']%>
Requester First Name <%=@answers['Req First Name']%>
Requester Last Name <%=@answers['Req First Name']%>
Customer Company <%=@answers['Company']%>
Customer First Name <%=@answers['Req First Name']%>
Customer Last Name <%=@answers['Req Last Name']%>
Customer Person ID <%=@results['Lookup Req']['Person ID']%>
Submitter First Name <%=@answers['Req By First Name']%>
Submitter Last Name <%=@answers['Req By Last Name']%>
Submitter Email Address <%=@answers['Req By Email']%>
Submitter Person Id <%=@results['Lookup Req By']['Person ID']%>
Requested By Person Id <%=@results['Lookup Req By']['Person ID']%>
Submitter Login Id <%=@answers['Req By Login']%>
Priority <%=@answers['Priority']%>
Work Order Type <%=@answers['Type']%>
Work Order Summary <%=@answers['Summary']%>
Template Name template
Assignee Support Company <%=@answers['Support Company']%>
Assigned Support Organization <%=@answers['Support Organization']%>
Assigned Support Group <%=@answers['Support Group']%>
Request Assignee <%=@answers['Assignee']%>
Operational Categorization Tier1 <%=@answers['Categorization Tier 1']%>
Operational Categorization Tier2 <%=@answers['Categorization Tier 2']%>
Operational Categorization Tier3 <%=@answers['Categorization Tier 3']%>
Product Cat Tier 1  
Product Cat Tier 2  
Product Cat Tier 3  
Product Name  
Product Manufacturer  
Manager Support Company  
Manager Support Organization  
Manager Support Group Name  
Request Manager Results
Name Description
Work Order ID  The ID of the work order created (WOI##########)
Work Order Instance Id The Instance ID of the work order created.
Handler Error Message Error message, if one occurred
Deferral Token Deferral token for the deferred task

Change Log

Version Date Description
1 2016-10-04 Initial version