BMC ITSM7 Incident Templated Create Detail VERSION 4


Incidents are submitted through the HPD:IncidentInterfaceCreate 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:IncidentInterfaceCreate form. This causes Remedy workflow to map values from the template into the 'HPD:Help Desk' (Incidents) form. Any specified parameters provided will override that field as specified in the template used.

Additional information about the usage of Incident Management Templates can be found in the BMC Remedy ITSM Configurations 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:

    • 'z1D_Action' => "CREATE"

    • 'Reported Source' => "Web"

    • 'Status' => "New"

  • Maps the following field values to the values of the specified parameters:

    • 'Last_Name' => "Requester Last Name"

    • 'First_Name' => "Requester First Name"

    • 'Submitter' => "Submitter Login Id"

    • 'Service_Type' => "Service Type"

    • 'Description' => "Summary"

    • 'Detailed_Description' => "Notes"

    • 'Impact' => "Impact"

    • 'Urgency' => "Urgency"

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

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


Parameters

NameDescription
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:Requester Login ID (optional)
Submitter Login Id:The value placed in the Submitter field on the Incident form.
Contact First Name:The value placed in the Contact First Name field on the Incident form.
Contact Last Name:The value placed in the Contact Last Name field on the Incident form.
Summary:The value placed in the Summary field on the Incident form.
Notes:The value placed in the Notes field on the Incident form. (Will append with any Notes Values in the Template)
Service Type:The Service Type (eg. User Service Request or User Service Restoration) value placed in the Notes field on the Incident form.
Impact:Should be exactly equal to the text visible in Remedy for this field.
Urgency:Should be exactly equal to the text visible in Remedy for this field.
Operational Category 1:Should be exactly equal to the text visible in Remedy for this field.
Operational Category 2:Should be exactly equal to the text visible in Remedy for this field.
Operational Category 3:Should be exactly equal to the text visible in Remedy for this field.
Product Category 1:Should be exactly equal to the text visible in Remedy for this field.
Product Category 2:Should be exactly equal to the text visible in Remedy for this field.
Product Category 3:Should be exactly equal to the text visible in Remedy for this field.
Product Name:Should be exactly equal to the text visible in Remedy for this field.
Product Model/Version:Should be exactly equal to the text visible in Remedy for this field.
Product Manufacturer:Should be exactly equal to the text visible in Remedy for this field.
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

NameDescription
Incident Template Name:
Requester First Name:
Requester Last Name:
Requester Login ID:
Submitter Login Id:
Contact First Name:
Contact Last Name:
Summary:
Notes:
Service Type:
Impact:
Urgency:
Operational Category 1:
Operational Category 2:
Operational Category 3:
Product Category 1:
Product Category 2:
Product Category 3:
Product Name:
Product Model/Version:
Product Manufacturer:
Survey ID (KSR #):
Survey Instance ID:

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.
StatusThe 'Status' of the generated Incident in the HPD:Help Desk form.
Status Reason
ResolutionThe 'Resolution' of the generated Incident in the HPD:Help Desk form.
LMDThe 'Last Modified Date' of the generated Incident in the HPD:Help Desk form.
Status_Reason

Changelog

No Changelog Available.