iWise Incident Create
Creates an iWise Incident record using the iWise XML Server specified by the associated task definition info items.
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Detailed Description
=== About iWise
infraWise?s flagship product, iWise, is an IT Service Management solution based
on the ITIL framework. It is both a Web and Windows-based, integrated
application suite for incident, problem, change, service/work request, release,
configuration (CMDB), asset, financial, telecom administration, human resource,
and service level management (including OLA and Service Catalogs).
For more information, see http://www.infrawise.com/en/index.
=== Detailed Description
This handler utilizes the iWise XML Server SOAP framework to submit a
createObject request with the following configuration:
Attributes:
* objectType => "Incident"
* templateName => Value of the 'template_name' task info record.
Example: "incident.create.kinetic.template"
Values:
* SRL_Description_Line => "Incident generated in Kinetic Task."
* Comments_Line => Value of the 'Short Description' parameter.
* Comments_Text => Value of the 'Description' parameter.
* Symptom_Type => Value of the 'Symptom Type' parameter.
* Sub_Type => Value of the 'Sub Type' parameter.
* Email_Address => Value of the 'Requester Email' parameter.
* External_Xref => Deferral token of this task.
Parameters
| Name | Description |
|---|---|
| Requester Email | The email address of the requester |
| Short Descritption | A short description of the incident |
| Description | A full description indicating the the reason for opening the incident |
| Symptom Type | The type of symptom the iWise Help Desk incident will be created with. |
| Sub Type | The subtype of symptom the iWise Help Desk incident will be created with. |
Sample Configuration
| Parameter | Example Configuration |
|---|---|
| Requester Email | <%=@answers['Requester Email Address']%> |
| Short Description | Password Reset |
| Description | For these systems: <%=@answers['Systems']%> |
| Symptom Type | Password |
| Sub Type | Reset |
Results
| Name | Description |
|---|---|
| Incident ID | The iWise Incident Id of the entry that was created. |
Change Log
| Version | Date | Description |
|---|---|---|
| V1 | 2010-12-01 | Initial Version |