Incident Management module configuration

The Incident Management module contains configuration information that is used by each of the workflows. The module provides complete configurations for both BMC Remedy ITSM and HP ServiceCenter environments.

To view the module configuration

  1. Using BMC Atrium Orchestrator Development Studio Project Navigator, open the Incident Management module, and double-click configuration.
  2. Select BMC_AR_System or HP_ServiceCenter to review the configuration settings for each environment.

Note

The Incident Management module now supports the following BMC IT Service Management (ITSM) versions:

  • 8.0 
  • 8.1 Patch 1
  • 8.2


The following table details the default Incident Management module configuration values in a BMC Remedy ITSM environment.

Note

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Default configuration values for the Incident Management module

Configuration Item

Description

Adapter

ARSAdapter

Schema

<schema-mappings>
  <Query type="string" fields="Query_Mappings">HPD:IncidentInterface</Query>
  <Create type="string" fields="Create_Mappings">HPD:IncidentInterface_Create</Create>
  <Create-Relationships type="string" fields="Create_Relationships_Mappings">HPD:Associations</Create-Relationships>
  <Update type="string" fields="Update_Mappings">HPD:IncidentInterface</Update>
  <Template type="string" fields="Incident_Template_Mappings">HPD:Template</Template>
  <Search_Associations type="string" fields="Search_Associations_Mappings">HPD:Search-Associations</Search_Associations>
</schema-mappings>

Incident_Concept_Template

<Incidents>
  <Incident />
</Incidents>

Version

v7.0

System_Type

Remedy ARS

Status_Mappings

<status-mappings>
  <mapping name="New" type="string">0</mapping>
  <mapping name="Assigned" type="string">1</mapping>
  <mapping name="In Progress" type="string">2</mapping>
  <mapping name="Pending" type="string">3</mapping>
  <mapping name="Resolved" type="string">4</mapping>
  <mapping name="Closed" type="string">5</mapping>
  <mapping name="Cancelled" type="string">6</mapping>
</status-mappings>

Priority_Mappings

<priority-mappings>
  <mapping name="Critical" type="string">0</mapping>
  <mapping name="High" type="string">1</mapping>
  <mapping name="Medium" type="string">2</mapping>
  <mapping name="Low" type="string">3</mapping>
</priority-mappings>

Impact_Mappings

<impact-mappings>
  <mapping name="1-Extensive/Widespread" type="string">1000</mapping>
  <mapping name="2-Significant/Large" type="string">2000</mapping>
  <mapping name="3-Moderate/Limited" type="string">3000</mapping>
  <mapping name="4-Minor/Localized" type="string">4000</mapping>
</impact-mappings>

Collection

<values>
  <field name="somename" />
</values>

Query_Mappings

 Query_Mappings

<mappings>
  <incident-number type="string" version="default">Incident Number</incident-number>
  <first-name type="string" version="default">First Name</first-name>
  <last-name type="string" version="default">Last Name</last-name>
  <assigned-group type="string" version="default">Assigned Group</assigned-group>
  <assigned-to type="string" version="default">Assignee</assigned-to>
  <status type="int" version="default">Status</status>
  <status-reason type="string" version="default">Status_Reason</status-reason>
  <impact type="int" version="default">Impact</impact>
  <short-description type="string" version="default">Description</short-description>
  <priority type="int" version="default">Priority</priority>
  <priority-weight type="int" version="default">Priority Weight</priority-weight>
  <assigned-support-org type="string" version="default">Assigned Support Organization</assigned-support-org>
  <company type="string" version="default">Company</company>
  <contact-company type="string" version="default">Contact Company</contact-company>
  <urgency type="int" version="default">Urgency</urgency>
  <reported-source type="string" version="default">Reported Source</reported-source>
  <phone-number type="string" version="default">Phone Number</phone-number>
  <service-type type="string" version="v7.5">Service Type</service-type>
  <service-type type="string" version="v7.0">Service Type</service-type>
  <instance-id type="string" version="default">InstanceId</instance-id>
  <assigned-support-company type="string" version="default">Assigned Support Company</assigned-support-company>
  <assigned-group-shift-name type="string" version="default">Assigned Group Shift Name</assigned-group-shift-name>
<product-cat-tier1 type="string" version="default">Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2 type="string" version="default">Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3 type="string" version="default">Product Categorization Tier 3</product-cat-tier3>
  <product-name type="string" version="default">Product Name</product-name>
  <product-model-version type="string" version="default">Product Model/Version</product-model-version>
 <manufacturer type="string" version="default">Manufacturer</manufacturer>
  <categorization-tier1 type="string" version="default">Categorization Tier 1</categorization-tier1>
  <categorization-tier2 type="string" version="default">Categorization Tier 2</categorization-tier2>
  <categorization-tier3 type="string" version="default">Categorization Tier 3</categorization-tier3>
  <closure-product-cat-tier1 type="string" version="default">Closure Product Category Tier1</closure-product-cat-tier1>
  <closure-product-cat-tier2 type="string" version="default">Closure Product Category Tier2</closure-product-cat-tier2>
  <closure-product-cat-tier3 type="string" version="default">Closure Product Category Tier3</closure-product-cat-tier3>
  <closure-product-name type="string" version="default">Closure Product Name</closure-product-name>
  <closure-product-model-version type="string" version="default">Closure Product Model/Version</closure-product-model-version>
 <closure-manufacturer type="string" version="default">Closure Manufacturer</closure-manufacturer>
  <resolution-category-tier1 type="string" version="default">Resolution Category</resolution-category-tier1>
  <resolution-category-tier2 type="string" version="default">Resolution Category Tier 2</resolution-category-tier2>
  <resolution-category-tier3 type="string" version="default">Resolution Category Tier 3</resolution-category-tier3>
  <activity-type type="string" version="default">z1D_Activity_Type</activity-type>
  <secure-log type="string" version="default">z1D_Secure_Log</secure-log>
  <view-access type="string" version="default">z1D_View_Access</view-access>
  <details-log type="string" version="default">z1D_Details</details-log>
  <activity-date type="string" version="default">z1D_ActivityDate_tab</activity-date>
  <communication-source type="string" version="default">z1D_CommunicationSource</communication-source>
  <contact-client-type type="string" version="default">Contact Client Type</contact-client-type>
  <client-sensitivity type="string" version="default">Contact Sensitivity</client-sensitivity>
  <very-important-person type="string" version="default">VIP</very-important-person>
  <middle-initial type="string" version="default">Middle Initial</middle-initial>
  <site-group type="string" version="default">Site Group</site-group>
  <site type="string" version="default">Site</site>
 <site-id type="string" version="default">Site ID</site-id>
  <organization type="string" version="default">Organization</organization>
  <region type="string" version="default">Region</region>
  <desk-location type="string" version="default">Desk Location</desk-location>
  <mail-station type="string" version="default">Mail Station</mail-station>
  <internet-email type="string" version="default">Internet E-mail</internet-email>
  <department type="string" version="default">Department</department>
  <reported-date type="string" version="default">Reported Date</reported-date>
  <long-description type="string" version="default">Detailed Decription</long-description>
  <resolution type="string" version="default">Resolution</resolution>
  <resolution-method type="string" version="default">Resolution Method</resolution-method>
</mappings>

Urgency_Mappings

<urgency-mappings>
  <mapping name="1-Critical" type="string">1000</mapping>
  <mapping name="2-High" type="string">2000</mapping>
  <mapping name="3-Medium" type="string">3000</mapping>
  <mapping name="4-Low" type="string">4000</mapping>
</urgency-mappings>

Service_Type_Mappings

<service-type-mappings>
  <mapping name="User Service Restoration" type="string">0</mapping>
  <mapping name="User Service Request" type="string">1</mapping>
  <mapping name="Infrastructure Restoration" type="string">2</mapping>
  <mapping name="Infrastructure Event" type="string">3</mapping>
</service-type-mappings>

Reported_Source_Mappings

<reported-source-mappings>
  <mapping name="Direct Input" type="string">1000</mapping>
  <mapping name="Email" type="string">2000</mapping>
  <mapping name="External Escalation" type="string">3000</mapping>
  <mapping name="Fax" type="string">4000</mapping>
  <mapping name="Systems Management" type="string">5000</mapping>
  <mapping name="Phone" type="string">6000</mapping>
  <mapping name="Voice Mail" type="string">7000</mapping>
  <mapping name="Walk In" type="string">8000</mapping>
  <mapping name="Web" type="string">9000</mapping>
  <mapping name="Other" type="string">10000</mapping>
</reported-source-mappings>

Status_Reason_Mappings

 Status_Reason_Mappings

<status-reason-mappings>
  <mapping name="Infrastructure Change Created" type="string">1000</mapping>
  <mapping name="Local Site Action Required" type="string">2000</mapping>
  <mapping name="Purchase Order Approval" type="string">3000</mapping>
  <mapping name="Registration Approval" type="string">4000</mapping>
  <mapping name="Supplier Delivery" type="string">5000</mapping>
  <mapping name="Support Contact Hold" type="string">6000</mapping>
  <mapping name="Third Party Vendor Action Reqd" type="string">7000</mapping>
  <mapping name="Client Action Required" type="string">8000</mapping>
  <mapping name="Infrastructure Change" type="string">9000</mapping>
  <mapping name="Request" type="string">10000</mapping>
  <mapping name="Future Enhancement" type="string">11000</mapping>
  <mapping name="Pending Origional Incident" type="string">12000</mapping>
  <mapping name="Client Hold" type="string">13000</mapping>
  <mapping name="Monitoring Incident" type="string">14000</mapping>
  <mapping name="Customer Follow-Up Required" type="string">15000</mapping>
  <mapping name="Temporary Corrective Action" type="string">16000</mapping>
  <mapping name="No Further Action Required" type="string">17000</mapping>
  <mapping name="Resolved by Original Incident" type="string">18000</mapping>
  <mapping name="Automated Resolution Reported" type="string">19000</mapping>
  <mapping name="No longer a Causal CI" type="string">20000</mapping>
</status-reason-mappings>

Update_Mappings

 Update_Mappings

<mappings>
  <assigned-support-company type="int">Assigned Support Company</assigned-support-company>
  <assigned-support-org type="int">Assigned Support Organization</assigned-support-org>
  <assigned-group type="int">Assigned Group</assigned-group>
  <assigned-group-id type="int">Assigned Group ID</assigned-group-id>
  <assignment-method type="int">Assignment Method</assignment-method>
  <assigned-to type="int">Assignee</assigned-to>
  <assignee-login-id type="int">Assignee Login ID</assignee-login-id>
  <action queryable="false" type="string">z1D Action</action>
  <incident-number queryable="false" type="string">Incident Number</incident-number>
  <customer type="string">Company</customer>
  <impact type="int">Impact</impact>
  <status type="int">Status</status>
  <submitter type="int">Submitter</submitter>
  <urgency type="int">Urgency</urgency>
  <status-reason type="int">Status_Reason</status-reason>
  <short-description type="string">Description</short-description>
  <long-description type="string">Detailed Decription</long-description>
  <service-type type="string">Service Type</service-type>
  <reported-source type="int">Reported Source</reported-source>
  <activity-type type="string">z1D_Activity_Type</activity-type>
  <secure-log type="string">z1D_Secure_Log</secure-log>
  <view-access type="string">z1D_View_Access</view-access>
  <details-log type="string">z1D_Details</details-log>
  <worklog-details type="string">z1D_Summary</worklog-details>
  <resolution type="string">Resolution</resolution>
  <resolution-method type="string">Resolution Method</resolution-method>
</mappings>

Create_Mappings

 Create_Mappings

 
<mappings>
  <request-id type="int">Request ID</request-id>
  <incident-number type="string">Incident Number</incident-number>
  <short-description type="string">Description</short-description>
  <long-description type="string">Detailed_Decription</long-description>
  <first-name type="string">First_Name</first-name>
  <last-name type="string">Last_Name</last-name>
  <status type="int">Status</status>
  <service-type type="string">Service_Type</service-type>
  <impact type="int">Impact</impact>
  <urgency type="int">Urgency</urgency>
  <reported-source type="int">Reported Source</reported-source>
  <action type="string">z1D_Action</action>
  <status-reason type="int">Status_Reason</status-reason>
  <template-id type="int">TemplateID</template-id>
  <ci-name>CI Name</ci-name>
  <lookup-keyword>Lookup Keyword</lookup-keyword>
  <dataset-id>DatasetId</dataset-id>
  <reconciliation-identity>ReconciliationIdentity</reconciliation-identity>
</mappings>

Associated_Change_Platform

BMC_AR_System

WorkInfo_Type_Mappings

<workinfo-type-mappings>
  <mapping name="Customer Communication" type="string" version="default">2000</mapping>
  <mapping name="Customer Follow-up" type="string" version="default">3000</mapping>
  <mapping name="Customer Status Update" type="string" version="default">4000</mapping>
  <mapping name="Closure Follow Up" type="string" version="default">6000</mapping>
  <mapping name="Detail Clarification" type="string" version="default">7000</mapping>
  <mapping name="General Information" type="string" version="default">8000</mapping>
  <mapping name="Resolution Communications" type="string" version="default">9000</mapping>
  <mapping name="Satisfaction Survey" type="string" version="default">10000</mapping>
  <mapping name="Status Update" type="string" version="default">11000</mapping>
  <mapping name="Incident Task / Action" type="string" version="default">13000</mapping>
  <mapping name="Problem Script" type="string" version="default">14000</mapping>
  <mapping name="Working Log" type="string" version="default">15000</mapping>
  <mapping name="Email System" type="string" version="default">16000</mapping>
  <mapping name="Paging System" type="string" version="default">17000</mapping>
  <mapping name="BMC Impact Manager Update" type="string" version="default">18000</mapping>
  <mapping name="Chat" type="string" version="default">35000</mapping>
</workinfo-type-mappings>

Search_Associations_ Mappings

 Search_Associations_Mappings

<mappings>
  <acknowledgment-start-date type="time" version="default">Acknowledgment Start Date</acknowledgment-start-date>
  <additional-location-details type="string" version="default">Additional Location Details</additional-location-details>
  <area-code type="string" version="default">Area Code</area-code>
  <assigned-group type="string" version="default">Assigned Group</assigned-group>
  <assigned-group-id type="string" version="default">Assigned Group ID</assigned-group-id>
  <assigned-group-shift-id type="string" version="default">Assigned Group Shift ID</assigned-group-shift-id>
  <assigned-group-shift-name type="string" version="default">Assigned Group Shift Name</assigned-group-shift-name>
  <assigned-group-uses-ola type="enum" version="default">Assigned Group Uses OLA</assigned-group-uses-ola>
  <assigned-support-company type="string" version="default">Assigned Support Company</assigned-support-company>
  <assigned-support-organization type="string" version="default">Assigned Support Organization</assigned-support-organization>
  <assigned-to-2 type="string" version="default">Assigned To 2</assigned-to-2>
  <assignee type="string" version="default">Assignee</assignee>
  <assignee-groups type="string" version="default">Assignee Groups</assignee-groups>
  <assignee-id type="string" version="default">Assignee Id</assignee-id>
  <assignee-login-id type="string" version="default">Assignee Login ID</assignee-login-id>
  <assignee-select-form type="string" version="default">Assignee Select Form</assignee-select-form>
  <assignment-method type="enum" version="default">Assignment Method</assignment-method>
  <association-type01 type="enum" version="default">Association Type01</association-type01>
  <broadcasted-flag type="enum" version="default">Broadcasted Flag</broadcasted-flag>
  <categorization-tier-1 type="string" version="default">Categorization Tier 1</categorization-tier-1>
  <categorization-tier-2 type="string" version="default">Categorization Tier 2</categorization-tier-2>
  <categorization-tier-3 type="string" version="default">Categorization Tier 3</categorization-tier-3>
  <ci-tag-number type="string" version="default">CI Tag Number</ci-tag-number>
  <city type="string" version="default">City</city>
  <closed-date type="time" version="default">Closed Date</closed-date>
  <closure-manufacturer type="string" version="default">Closure Manufacturer</closure-manufacturer>
  <closure-product-category-tier1 type="string" version="default">Closure Product Category Tier1</closure-product-category-tier1>
  <closure-product-category-tier2 type="string" version="default">Closure Product Category Tier2</closure-product-category-tier2>
  <closure-product-category-tier3 type="string" version="default">Closure Product Category Tier3</closure-product-category-tier3>
  <closure-product-model-version type="string" version="default">Closure Product Model/Version</closure-product-model-version>
  <closure-product-name type="string" version="default">Closure Product Name</closure-product-name>
  <closure-source type="enum" version="default">Closure Source</closure-source>
  <company type="string" version="default">Company</company>
  <consolidatedstatus type="enum" version="default">ConsolidatedStatus</consolidatedstatus>
  <contact-client-type type="enum" version="default">Contact Client Type</contact-client-type>
  <contact-company type="string" version="default">Contact Company</contact-company>
  <contact-sensitivity type="enum" version="default">Contact Sensitivity</contact-sensitivity>
  <corporate-id type="string" version="default">Corporate ID</corporate-id>
  <cost-center type="string" version="default">Cost Center</cost-center>
  <country type="string" version="default">Country</country>
  <country-code type="string" version="default">Country Code</country-code>
  <department type="string" version="default">Department</department>
  <description type="string" version="default">Description</description>
  <desk-location type="string" version="default">Desk Location</desk-location>
  <detailed-decription type="string" version="default">Detailed Decription</detailed-decription>
  <direct-contact-area-code type="string" version="default">Direct Contact Area Code</direct-contact-area-code>
  <direct-contact-city type="string" version="default">Direct Contact City</direct-contact-city>
  <direct-contact-company type="string" version="default">Direct Contact Company</direct-contact-company>
  <direct-contact-country type="string" version="default">Direct Contact Country</direct-contact-country>
  <direct-contact-country-code type="string" version="default">Direct Contact Country Code</direct-contact-country-code>
  <direct-contact-department type="string" version="default">Direct Contact Department</direct-contact-department>
  <direct-contact-desk-location type="string" version="default">Direct Contact Desk Location</direct-contact-desk-location>
  <direct-contact-extension type="string" version="default">Direct Contact Extension</direct-contact-extension>
  <direct-contact-first-name type="string" version="default">Direct Contact First Name</direct-contact-first-name>
  <direct-contact-last-name type="string" version="default">Direct Contact Last Name</direct-contact-last-name>
  <direct-contact-local-number type="string" version="default">Direct Contact Local Number</direct-contact-local-number>
  <direct-contact-location-details type="string" version="default">Direct Contact Location Details</direct-contact-location-details>
  <direct-contact-mail-station type="string" version="default">Direct Contact Mail Station</direct-contact-mail-station>
  <direct-contact-middle-initial type="string" version="default">Direct Contact Middle Initial</direct-contact-middle-initial>
  <direct-contact-organization type="string" version="default">Direct Contact Organization</direct-contact-organization>
  <direct-contact-person-id type="string" version="default">Direct Contact Person ID</direct-contact-person-id>
  <direct-contact-phone-number type="string" version="default">Direct Contact Phone Number</direct-contact-phone-number>
  <direct-contact-region type="string" version="default">Direct Contact Region</direct-contact-region>
  <direct-contact-site type="string" version="default">Direct Contact Site</direct-contact-site>
  <direct-contact-site-group type="string" version="default">Direct Contact Site Group</direct-contact-site-group>
  <direct-contact-site-id type="string" version="default">Direct Contact Site ID</direct-contact-site-id>
  <direct-contact-state_province type="string" version="default">Direct Contact State/Province</direct-contact-state_province>
  <direct-contact-street type="string" version="default">Direct Contact Street</direct-contact-street>
  <direct-contact-time-zone type="string" version="default">Direct Contact Time Zone</direct-contact-time-zone>
  <direct-contact-zip-postal-code type="string" version="default">Direct Contact Zip/Postal Code</direct-contact-zip-postal-code>
  <dr type="integer" version="default">DR</dr>
  <effort-time-spent-minutes type="integer" version="default">Effort Time Spent Minutes</effort-time-spent-minutes>
  <eh type="integer" version="default">EH</eh>
  <enable-assignment-engine type="enum" version="default">Enable Assignment Engine</enable-assignment-engine>
  <enable-ci-related-lookup type="enum" version="default">Enable CI Related lookup</enable-ci-related-lookup>
  <enable-ci-warranty-lookup type="enum" version="default">Enable CI Warranty Lookup</enable-ci-warranty-lookup>
  <entry-id type="string" version="default">Entry ID</entry-id>
  <escalated type="enum" version="default">Escalated?</escalated>
  <estimated-resolution-date type="time" version="default">Estimated Resolution Date</estimated-resolution-date>
  <extension type="string" version="default">Extension</extension>
  <first-name type="string" version="default">First Name</first-name>
  <form-name01 type="string" version="default">Form Name01</form-name01>
  <generic-categorization-tier-1 type="string" version="default">Generic Categorization Tier 1</generic-categorization-tier-1>
  <generic-categorization-tier-2 type="string" version="default">Generic Categorization Tier 2</generic-categorization-tier-2>
  <generic-categorization-tier-3 type="string" version="default">Generic Categorization Tier 3</generic-categorization-tier-3>
  <geonet type="string" version="default">GEOnet</geonet>
  <group-transfers type="integer" version="default">Group Transfers</group-transfers>
  <hr-id type="string" version="default">HR ID</hr-id>
  <impact type="enum" version="default">Impact</impact>
  <inbound type="integer" version="default">Inbound</inbound>
  <incident-association-type type="enum" version="default">Incident Association Type</incident-association-type>
  <incident-number type="string" version="default">Incident Number</incident-number>
  <individual-transfers type="integer" version="default">Individual Transfers</individual-transfers>
  <instanceid type="string" version="default">InstanceId</instanceid>
  <internet-e-mail type="string" version="default">Internet E-mail</internet-e-mail>
  <last-acknowledged-date type="time" version="default">Last Acknowledged Date</last-acknowledged-date>
  <last-date-duration-calculated type="time" version="default">Last Date Duration Calculated</last-date-duration-calculated>
  <last-modified-by type="string" version="default">Last Modified By</last-modified-by>
  <last-modified-date type="time" version="default">Last Modified Date</last-modified-date>
  <last-name type="string" version="default">Last Name</last-name>
  <last-resolved-date type="time" version="default">Last Resolved Date</last-resolved-date>
  <last-sla-hold-date type="time" version="default">Last SLA Hold Date</last-sla-hold-date>
  <local-phone type="string" version="default">Local Phone</local-phone>
  <mail-station type="string" version="default">Mail Station</mail-station>
  <manufacturer type="string" version="default">Manufacturer</manufacturer>
  <middle-initial type="string" version="default">Middle Initial</middle-initial>
  <mode type="string" version="default">Mode</mode>
  <onwer-group-uses-sla type="enum" version="default">Onwer Group Uses SLA</onwer-group-uses-sla>
  <organization type="string" version="default">Organization</organization>
  <original-incident-number type="string" version="default">Original Incident Number</original-incident-number>
  <original-last-modified-by type="string" version="default">Original Last Modified By</original-last-modified-by>
  <original-last-modified-date type="time" version="default">Original Last Modified Date</original-last-modified-date>
  <outbound type="integer" version="default">Outbound</outbound>
  <owner type="string" version="default">Owner</owner>
  <owner-group type="string" version="default">Owner Group</owner-group>
  <owner-group-id type="string" version="default">Owner Group ID</owner-group-id>
  <owner-login-id type="string" version="default">Owner Login ID</owner-login-id>
  <owner-support-company type="string" version="default">Owner Support Company</owner-support-company>
  <owner-support-organization type="string" version="default">Owner Support Organization</owner-support-organization>
  <person-id type="string" version="default">Person ID</person-id>
  <phone-number type="string" version="default">Phone Number</phone-number>
  <priority type="enum" version="default">Priority</priority>
  <priority-weight type="integer" version="default">Priority Weight</priority-weight>
  <product-categorization-tier-1 type="string" version="default">Product Categorization Tier 1</product-categorization-tier-1>
  <product-categorization-tier-2 type="string" version="default">Product Categorization Tier 2</product-categorization-tier-2>
  <product-categorization-tier-3 type="string" version="default">Product Categorization Tier 3</product-categorization-tier-3>
  <product-model-version type="string" version="default">Product Model/Version</product-model-version>
  <product-name type="string" version="default">Product Name</product-name>
  <reason-code type="string" version="default">Reason Code</reason-code>
  <reason-description type="string" version="default">Reason Description</reason-description>
  <region type="string" version="default">Region</region>
  <re-opened-date type="time" version="default">Re-Opened Date</re-opened-date>
  <reported-date type="time" version="default">Reported Date</reported-date>
  <reported-source type="enum" version="default">Reported Source</reported-source>
  <reported-to-vendor type="time" version="default">Reported to Vendor</reported-to-vendor>
  <request-description01 type="string" version="default">Request Description01</request-description01>
  <request-description-modified type="enum" version="default">Request Description Modified</request-description-modified>
  <requestid type="string" version="default">RequestID</requestid>
  <request-id01 type="string" version="default">Request ID01</request-id01>
  <request-type01 type="enum" version="default">Request Type01</request-type01>
  <required-resolution-datetime type="time" version="default">Required Resolution DateTime</required-resolution-datetime>
  <resolution type="string" version="default">Resolution</resolution>
  <resolution-category type="string" version="default">Resolution Category</resolution-category>
  <resolution-category-tier-2 type="string" version="default">Resolution Category Tier 2</resolution-category-tier-2>
  <resolution-category-tier-3 type="string" version="default">Resolution Category Tier 3</resolution-category-tier-3>
  <resolution-method type="string" version="default">Resolution Method</resolution-method>
  <resolution-start-date type="time" version="default">Resolution Start Date</resolution-start-date>
  <resolution-target-date type="time" version="default">Resolution Target Date</resolution-target-date>
  <responded-date type="time" version="default">Responded Date</responded-date>
  <return-code type="string" version="default">Return Code</return-code>
  <satisfaction-rating type="string" version="default">Satisfaction Rating</satisfaction-rating>
  <search-bar type="string" version="default">Search Bar</search-bar>
  <service-entitlement-method type="enum" version="default">Service Entitlement Method</service-entitlement-method>
  <service-type type="string" version="v7.5">Service Type</service-type>
  <service-type type="string" version="v7.0">Service Type</service-type>
  <shifts-flag type="enum" version="default">Shifts Flag</shifts-flag>
  <short-description type="string" version="default">Short Description</short-description>
  <short-description-2 type="string" version="default">Short Description 2</short-description-2>
  <show-for-process type="string" version="default">Show For Process</show-for-process>
  <site type="string" version="default">Site</site>
  <site-group type="string" version="default">Site Group</site-group>
  <site-id type="string" version="default">Site ID</site-id>
  <sla-breach-exception type="string" version="default">SLA Breach Exception</sla-breach-exception>
  <sla-breach-reason type="string" version="default">SLA Breach Reason</sla-breach-reason>
  <sla-res-business-hour-seconds type="integer" version="default">SLA Res Business Hour Seconds</sla-res-business-hour-seconds>
  <sla-resolution-status type="enum" version="default">SLA Resolution Status</sla-resolution-status>
  <sla-responded type="enum" version="default">SLA Responded</sla-responded>
  <state-province type="string" version="default">State Province</state-province>
  <status type="enum" version="default">Status</status>
  <status_reason type="enum" version="default">Status_Reason</status_reason>
  <status-associations type="enum" version="default">Status-Associations</status-associations>
  <status-history type="string" version="default">Status-History</status-history>
  <status-ppl type="enum" version="default">Status-PPL</status-ppl>
  <street type="string" version="default">Street</street>
  <submit-date type="time" version="default">Submit Date</submit-date>
  <submit-date-2 type="time" version="default">Submit Date 2</submit-date-2>
  <submitter type="string" version="default">Submitter</submitter>
  <time-zone type="string" version="default">Time Zone</time-zone>
  <total_cost_currency type="currency" version="default">Total_Cost_Currency</total_cost_currency>
  <total-ola-acknowledgeesc-level type="integer" version="default">Total OLA AcknowledgeEsc Level</total-ola-acknowledgeesc-level>
  <total-ola-resolution-esc-level type="integer" version="default">Total OLA Resolution Esc Level</total-ola-resolution-esc-level>
  <total-sla-resolution-esc-level type="integer" version="default">Total SLA Resolution Esc Level</total-sla-resolution-esc-level>
  <total-time-spent type="integer" version="default">Total Time Spent</total-time-spent>
  <total-transfers type="integer" version="default">Total Transfers</total-transfers>
  <urgency type="enum" version="default">Urgency</urgency>
  <vendor-assignment-status type="enum" version="default">Vendor Assignment Status</vendor-assignment-status>
  <vendor-email type="string" version="default">Vendor Email</vendor-email>
  <vendor-first-name type="string" version="default">Vendor First Name</vendor-first-name>
  <vendor-group type="string" version="default">Vendor Group</vendor-group>
  <vendor-group-id type="string" version="default">Vendor Group ID</vendor-group-id>
  <vendor-last-name type="string" version="default">Vendor Last Name</vendor-last-name>
  <vendor-login-id type="string" version="default">Vendor Login ID</vendor-login-id>
  <vendor-name type="string" version="default">Vendor Name</vendor-name>
  <vendor-organization type="string" version="default">Vendor Organization</vendor-organization>
  <vendor-person-id type="string" version="default">Vendor Person ID</vendor-person-id>
  <vendor-phone type="string" version="default">Vendor Phone</vendor-phone>
  <vendor-resolved-date type="time" version="default">Vendor Resolved Date</vendor-resolved-date>
  <vendor-responded-on type="time" version="default">Vendor Responded On</vendor-responded-on>
  <vendor-ticket-number type="string" version="default">Vendor Ticket Number</vendor-ticket-number>
  <vip type="enum" version="default">VIP</vip>
  <web-incident-id type="string" version="default">Web Incident ID</web-incident-id>
  <z1d_displayassoctype01 type="string" version="default">z1D_DisplayAssocType01</z1d_displayassoctype01>
  <z1d_displayrequesttype01 type="string" version="default">z1D_DisplayRequestType01</z1d_displayrequesttype01>
  <z1d_prefixholder type="string" version="default">z1D_PrefixHolder</z1d_prefixholder>
  <z1d_prefixresult type="string" version="default">z1D_PrefixResult</z1d_prefixresult>
  <z1d_status_reason type="string" version="default">z1D_Status_Reason</z1d_status_reason>
  <z1d-action type="string" version="default">z1D Action</z1d-action>
  <z1d-char01 type="string" version="default">z1D Char01</z1d-char01>
  <z1d-integer01 type="integer" version="default">z1D Integer01</z1d-integer01>
  <z1g_defaultcompany type="string" version="default">z1G_DefaultCompany</z1g_defaultcompany>
  <z1g_helpdeskidprefix type="string" version="default">z1G_HelpDeskIDPrefix</z1g_helpdeskidprefix>
  <z1g_use_custom_prefix type="enum" version="default">z1G_Use_Custom_Prefix</z1g_use_custom_prefix>
  <z1g-initcomplete type="enum" version="default">z1G InitComplete</z1g-initcomplete>
</mappings>

Incident_Template_Mappings

<mappings>
  <incident-template-name type="string">Template Name</incident-template-name>
  <instance-id type="string">InstanceId</instance-id>
  <incident-template-id type="string">HPD Template ID</incident-template-id>
</mappings>

Create_Association_ Mappings

<mappings>
  <association-id>Associations ID</association-id>
  <entry1-form-name>Form Name01</entry1-form-name>
  <entry1-request-id>Request ID01</entry1-request-id>
  <entry1-request-type>Request Type01</entry1-request-type>
  <entry1-request-description>Request Description01</entry1-request-description>
  <entry1-lookup-keyword>Lookup Keyword</entry1-lookup-keyword>
  <entry1-start-date>Start Date 01</entry1-start-date>
  <entry1-end-date>End Date 01</entry1-end-date>
  <entry1-dataset-id>Data_Set_ID01</entry1-dataset-id>
  <entry2-form-name>Form Name02</entry2-form-name>
  <entry2-request-id>Request ID02</entry2-request-id>
  <entry2-association-type>Association Type01</entry2-association-type>
  <association-status>Status</association-status>
</mappings>

Request_Type_Mappings

 Request_Type_Mappings

<type-mappings>
  <mapping name="ALL" type="string">1000</mapping>
  <mapping name="Asset Configuration" type="string">2000</mapping>
  <mapping name="Broadcast" type="string">3000</mapping>
  <mapping name="CI Unavailability" type="string">4000</mapping>
  <mapping name="Configuration Component" type="string">5000</mapping>
  <mapping name="Configuration Item" type="string">6000</mapping>
  <mapping name="Contract" type="string">7000</mapping>
  <mapping name="General Broadcast" type="string">8000</mapping>
  <mapping name="Incident" type="string">9000</mapping>
  <mapping name="Incident Template" type="string">10000</mapping>
  <mapping name="Infrastructure Change" type="string">12000</mapping>
  <mapping name="Task" type="string">13000</mapping>
  <mapping name="Infrastructure Change Template" type="string">14000</mapping>
  <mapping name="Solution Database" type="string">15000</mapping>
  <mapping name="Known Error" type="string">16000</mapping>
  <mapping name="Operational Level Agreement" type="string">17000</mapping>
  <mapping name="People" type="string">18000</mapping>
  <mapping name="Problem Investigation" type="string">20000</mapping>
  <mapping name="Purchase Requisition" type="string">21000</mapping>
  <mapping name="Product" type="string">22000</mapping>
  <mapping name="Release" type="string">22500</mapping>
  <mapping name="Request" type="string">23000</mapping>
  <mapping name="Service Level Agreement" type="string">24000</mapping>
  <mapping name="Support Group" type="string">25000</mapping>
  <mapping name="Asset Lease" type="string">26000</mapping>
  <mapping name="Asset Maintenance" type="string">27000</mapping>
  <mapping name="Software Library Item" type="string">28000</mapping>
  <mapping name="LDAP Object" type="string">29000</mapping>
  <mapping name="Work Order" type="string">33000</mapping>
  <mapping name="RKM Solution" type="string">99000</mapping>
</type-mappings>

WorkInfo_SecureLog_ Mappings

<workinfo-securelog-mappings>
  <mapping name="Yes" type="string">0</mapping>
  <mapping name="No" type="string">1</mapping>
</workinfo-securelog-mappings>

WorkInfo_ViewAccess_ Mappings

<workinfo-viewaccess-mappings>
  <mapping name="Internal" type="string">0</mapping>
  <mapping name="Public" type="string">1</mapping>
</workinfo-viewaccess-mappings>

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