Incident Management module root-level workflows

This section describes the following Incident Management workflows located at the module root level:

Assign Incident to Assignee workflow

This workflow assigns an incident to an assignee.

Assign Incident to Assignee workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
assignee	Specifies the assignee Note The assignee must be a member of the group to which the ticket is already assigned.	Yes
assignee login id	Specifies the user logon ID of the assignee	No

Assign Incident to Assignee workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Associate Incident and Change workflow

This workflow associates an incident record in Incident Management and a change record in Change Management and vice versa.

Associate Incident and Change workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
change id	Specifies the change ID	Yes
incident id	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
change description	Provides a description of the change record	No
incident description	Provides a description of the incident record	No

Associate Incident and Change workflow outputs

Output	Description
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Close Incident workflow

This workflow closes an incident in an Incident Management system.

Close Incident workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
new status	Specifies the new status	Yes
status reason	Specifies the reason for the status change Valid values for BMC_AR_System: Infrastructure Change Created Local Site Action Required Purchase Order Approval Registration Approval Supplier Delivery Support Contact Hold Third Party Vendor Action Reqd Client Action Required Infrastructure Change Request Future Enhancement Pending Original Incident Client Hold Monitoring Incident Customer Follow-Up Required Temporary Corrective Action No Further Action Required Resolved by Original Incident	No
resolution	Describes the resolution	No

Close Incident workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Create Incident Association workflow

This workflow associates a change request to an incident record in the Incident Management system.

Create Incident Association workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item	Yes

Create Incident Association workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
failed incidents	Contains an XML document providing failed incidents
success count	Provides a count of successful incidents
failure count	Provides a count of incidents that failed mapping associations
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Create Incidents workflow

This workflow creates incident records in the Incident Management system.

Create Incidents workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item	Yes

Create Incidents workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
failed incidents	Contains an XML document providing failed incidents
success count	Provides a count of successful incidents
failure count	Provides a count of incidents that failed mapping associations
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Update Incident Log workflow

This workflow updates the incident log for the specified incident.

Update Incident Log workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Contains the unique identifier assigned by the incident management system when the incident was created	Yes
summary	Contains the incident summary	No
log detail	Contains the log details	Yes

Update Incident Log workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Update Incident Notes workflow

This workflow updates the notes on the specified incident record.

Update Incident Notes workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
notes	Contains notes to be updated for the incident	Yes

Update Incident Notes workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Update Incident Status workflow

This workflow updates the status of the specified incident.

Update Incident Status workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
new status	Contains the new status Valid values for BMC_AR_System: New Assigned In Progress Pending Resolved Closed Cancelled Valid values for HP_ServiceCenter: Open Pending other Work in progress Reject Resolved Pending vendor Closed Pending customer Referred Replaced Problem	Yes
status reason	Contains the status reason Valid values for BMC_AR_System: Infrastructure Change Created Local Site Action Required Purchase Order Approval Registration Approval Supplier Delivery Support Contact Hold Third Party Vendor Action Reqd Client Action Required Infrastructure Change Request Future Enhancement Pending Original Incident Client Hold Monitoring Incident Customer Follow-Up Required Temporary Corrective Action No Further Action Required Resolved by Original Incident	No

Update Incident Status workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Update Incidents workflow

This workflow updates the specified incident records.

Update Incidents workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incidents	Contains an XML document that specifies the incident records to update	Yes

Update Incidents workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
failed incidents	Contains an XML document providing failed incident updates
success count	Provides a count of successful incident updates
failure count	Provides a count of incidents that failed mapping associations
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Update WorkInfo workflow

This workflow updates an incident work note.

Update WorkInfo workflow inputs

Input	Description	Required
configuration name	Specifies a configuration group defined in the module configuration Valid values: BMC_AR_System, HP_ServiceCenter	Yes
incident number	Specifies the unique identifier assigned by the incident management system when the incident was created	Yes
workinfo summary	Specifies the summary of the workinfo notes	Yes
workinfo details	Specifies the workinfo note details	Yes
workinfo type	Specifies the type of workinfo Valid values: Customer Communication Customer Follow-up Customer Status Update Closure Follow Up Detail Clarification General Information Resolution Communications Satisfaction Survey Status Update Incident Task / Action Problem Script Working Log Email System Paging System BMC Impact Manager Update	No
locked	Determines whether to lock the workinfo to prevent further updates	No
view access	Determines who has the ability to view this workinfo Example: Internal, Public	No

Update WorkInfo workflow outputs

Output	Description
incidents	Contains an XML document that provides specific elements used to assign multiple values to a single context item
success status	Indicates whether the workflow finished successfully Valid values: success, failure
status message	Provides a process-specific string that explains the value of the success status

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Incident Management module root-level workflows

Assign Incident to Assignee workflow

Associate Incident and Change workflow

Close Incident workflow

Create Incident Association workflow

Create Incidents workflow

Update Incident Log workflow

Update Incident Notes workflow

Update Incident Status workflow

Update Incidents workflow

Update WorkInfo workflow

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