BMC ITSM9 Incident Create VERSION 1


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.

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:

    • '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"

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

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


Parameters

NameDescription
Error HandlingDetermine what to return if an error is encountered.
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.
Incident Summary:The value placed in the Summary 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.
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.
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
Error HandlingError Message
Requester First Name:
Requester Last Name:
Requester Login ID:
Submitter Login Id:
Incident Summary:
Impact:
Urgency:
Assigned Support Company:
Assigned Support Organization:
Assigned Support Group:
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.
Deferral TokenTask Deferral Token for this Incident
Handler Error Messagecontains error message if there was one, nil if not

Changelog

No Changelog Available.