Incident Management module setup validation workflows

You can use the workflows contained in the Setup Validation folder as templates to use when creating new workflows and as methods to test the success of a newly created process. This section describes the following Incident Management module setup validation workflows:

Test Close Incident workflow

Use this workflow as a template to close an incident and as a method to test the success of closing an incident.

Test 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 incident status

Yes

status reason

Specifies 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

resolution

Describes the resolution

Note

This is not a required input for HP_ServiceCenter.

No

Test 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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Test Create Incident Association workflow

Use this workflow as a template for creating an incident association and as a method to test the success of creating an incident association.

Test 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

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

incident description

Describes the incident

No

Test 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

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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Test Create Incidents workflow

Use this workflow as a template for creating incidents and as a method to test the success of creating incidents.

Test 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

incident name

Specifies a name for the incident

Yes

Test 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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Test Get Incident by Incident ID workflow

Use this workflow as a template to retrieve an incident by incident ID and as a method to test the success of retrieving an incident by incident ID.

Test Get Incident by Incident ID 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

Test Get Incident by Incident ID 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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Test Update Incident Log workflow

Use this workflow as a template to updating an incident log and as a method to test the success of updating an incident log.

Test 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

Specifies the unique identifier assigned by the incident management system when the incident was created

Yes

summary

Specifies the incident summary

No

log detail

Specifies the log details

Yes

Test 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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Test Update Incident Notes workflow

Use this workflow as a template to update incident notes and as a method to test the success of updating incident notes.

Test 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

Text that contains the updates to the notes for the incident

Yes

Test 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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Test Update Incident Status workflow

Use this workflow as a template for updating incident status and as a method to test the success of updating incident status.

Test 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

Specifies the new incident status

Yes

status reason

Specifies the reason for the status change

No

Test 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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Test Update WorkInfo workflow

Use this workflow as a template for updating an incident work note (workinfo) and as a method to test the success of updating an incident work note.

Test 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 workinfo summary

Yes

workinfo details

Specifies the workinfo details

Yes

workinfo type

Specifies the workinfo type

BMC_AR_System 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
    Note: HP_ServiceCenter does not use this input.

No|

locked

Determines whether the workinfo is locked

No

view access

Determines who has the ability to view this workinfo
Example: Internal, Public

No

Test 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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