BMC ITSM9 Incident Templated_Create VERSION 1


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.

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

    • 'Reported Source' => "Web"

    • 'Service_Type' => "User Service Request"

    • 'Status' => "New"

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

    • 'Last_Name' => "Requester Last Name"

    • 'First_Name' => "Requester First Name"

    • 'Login_ID' => "Requester Login Id"

    • '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.
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.
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
Incident Template Name:
Requester First Name:
Requester Last Name:
Requester Login ID:
Submitter Login Id:
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.