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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