BMC ITSM7 Incident Create Detail VERSION 4


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.

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 field values of the KSSRVCustomerSurvey_base record that triggered the task process:

    • 'SRID' => 'CustomerSurveyID' (the KSR number)

    • 'SRInstanceID' => 'CustomerSurveyInstanceId' (the Instance Id).

  • Maps the following field values to the specified values:

    • 'z1D_Action' => "CREATE"

    • '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"

    • 'Submitter' => "Submitter Login Id"


Parameters

NameDescription
KSR Request ID:The KSR Base record relating to this incident.
KSR Instance ID:The KSR Base record instance ID relating to this incident.
Status:The value placed in the Status field of the Incident.
Status Reason:The value placed in the Status Reason field of the Incident.
Incident Type:The value placed in the Incident Type field of the Incident.
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:Login is used to uniquely identify the requester.
Contact First Name:The value placed in the Direct Contact First Name field on the Incident form.
Contact Last Name:The value placed in the Direct Contact Last Name field on the Incident form.
Contact Email:The value placed in the Direct Contact Internet E-Mail field on the Incident form.
Submitter Login Id:The value placed in the Submitter field on the Incident form.
Incident Summary:The value placed in the Summary field on the Incident form.
Incident Details:The value placed in the Description field on the Incident form.
Resolution:The value placed in the Resolution field on the Incident form.
Resolution Cat Tier 1:The value placed in the Resolution Categorization Tier 1 field on the Incident form.
Resolution Cat Tier 2:The value placed in the Resolution Categorization Tier 2 field on the Incident form.
Impact:The value placed in the Impact field on the Incident form.
Urgency:The value placed in the Urgency field on the Incident form.
Operational Cat Tier 1Sets the 'Operational Cat Tier 1' field of the HPD:Incident entry
Operational Cat Tier 2Sets the 'Operational Cat Tier 2' field of the HPD:Incident entry
Operational Cat Tier 3Sets the 'Operational Cat Tier 3' field of the HPD:Incident entry
Product Cat Tier 1Sets the 'Product Cat Tier 1' field of the HPD:Incident entry
Product Cat Tier 2Sets the 'Product Cat Tier 2' field of the HPD:Incident entry
Product Cat Tier 3Sets the 'Product Cat Tier 3' field of the HPD:Incident entry
Product NameSets the 'Product Name' field of the HPD:Incident entry
Product ManufacturerSets the 'Manufacturer' field of the HPD:Incident entry
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.
Assigned Individual:The value placed in the Assignee field on the Incident form.

Sample Configuration

NameDescription
KSR Request ID:
KSR Instance ID:
Status:
Status Reason:
Incident Type:
Requester First Name:
Requester Last Name:
Requester Login Id:
Contact First Name:
Contact Last Name:
Contact Email:
Submitter Login Id:
Incident Summary:
Incident Details:
Resolution:
Resolution Cat Tier 1:
Resolution Cat Tier 2:
Impact:
Urgency:
Operational Cat Tier 1
Operational Cat Tier 2
Operational Cat Tier 3
Product Cat Tier 1
Product Cat Tier 2
Product Cat Tier 3
Product Name
Product Manufacturer
Assigned Support Company:
Assigned Support Organization:
Assigned Support Group:
Assigned Individual:

Results

NameSample Result
Incident NumberThe 'Incident Number' of the generated Incident in the HPD:Help Desk form.
Incident Instance IdThe 'InstanceId' of the generated Incident in the HPD:Help Desk form.

Changelog

No Changelog Available.