Incident Management module configuration for HP Service Center

Adapter

HPSCAdapter

<Incidents>
 <Incident />
</Incidents>

<status-mappings>
  <mapping name="Open" type="string">Open</mapping>
  <mapping name="Pending other" type="string">Pending other</mapping>
  <mapping name="Work in progress" type="string">Work in progress</mapping>
  <mapping name="Reject" type="string">Reject</mapping>
  <mapping name="Resolved" type="string">Resolved</mapping>
  <mapping name="Pending vendor" type="string">Pending vendor</mapping>
  <mapping name="Closed" type="string">Closed</mapping>
  <mapping name="Pending customer" type="string">Pending customer</mapping>
  <mapping name="Referred" type="string">Referred</mapping>
  <mapping name="Replaced Problem" type="string">Replaced Problem</mapping>
</status-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>
  <mapping name="Unknown" type="string">4</mapping>
  <mapping name="Unknown" type="string">5</mapping>
</priority-mappings>

<impact-mappings>
  <mapping name="1 - Enterprise" type="string">1</mapping>
  <mapping name="2 - Site/Dept" type="string">2</mapping>
  <mapping name="3 - Multiple Users" type="string">3</mapping>
  <mapping name="4 - User" type="string">4</mapping>
</impact-mappings>

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

<mappings>
  <incident-number type="string" version="default">incident-i-d</incident-number>
  <alert-status type="string" version="default">status</alert-status>
  <closed-time type="DateTime" version="default">closed-time</closed-time>
  <closed-by type="string" version="default">closed-by</closed-by>
  <closure-code type="string" version="default">closure-code</closure-code>
  <contact type="string" version="default">contact</contact>
  <short-description type="string" version="default">incident-description</short-description>
  <long-description type="string" version="default">brief-description</long-description>
  <first-name type="string" version="default">contact-first-name</first-name>
  <last-name type="string" version="default">contact-last-name</last-name>
  <status type="string" version="default">IMTicket-status</status>
  <service-type type="string" version="default">problem-type</service-type>
  <impact type="int" version="default">initial-impact</impact>
  <urgency type="int" version="default">severity</urgency>
  <company type="string" version="default">company</company>
  <configuration-item type="string" version="default">configuration-item</configuration-item>
  <customer type="string" version="default">ticket-owner</customer>
  <modified-by type="string" version="default">updated-by</modified-by>
  <priority type="string" version="default">user-priority</priority>
  <product-cat-tier1 type="string" version="default">product-type</product-cat-tier1>
  <site type="string" version="default">location</site>
  <site-group type="string" version="default">site-category</site-group>
  <slm-id type="string" version="default">SLAAgreement-i-d</slm-id>
  <submitter type="string" version="default">opened-by</submitter>
  <assigned-group type="string" version="default">primary-assignment-group</assigned-group>
  <assigned-to type="string" version="default">assignee-name</assigned-to>
  <category type="string" version="default">category</category>
  <categorization-tier1 type="string" version="default">subcategory</categorization-tier1>
  <details-log type="string" version="default">journal-updates</details-log>
  <resolution type="string" version="default">resolution</resolution>
  <solution type="string" version="default">solution</solution>
  <updated-date type="DateTime" version="default">updated-time</updated-date>
  <reported-date type="DateTime" version="default">open-time</reported-date>
  <resolution-method type="string" version="default">resolution-fix-type</resolution-method>
</mappings>

<urgency-mappings>
  <mapping name="1 - Critical" type="string">1</mapping>
  <mapping name="2 - High" type="string">2</mapping>
  <mapping name="3 - Average" type="string">3</mapping>
  <mapping name="4 - Low" type="string">4</mapping>
</urgency-mappings>

<mappings>
  <incident-number type="string" version="default">incident-i-d</incident-number>
  <alert-status type="string" version="default">status</alert-status>
  <closed-time type="DateTime" version="default">closed-time</closed-time>
  <closed-by type="string" version="default">closed-by</closed-by>
  <closure-code type="string" version="default">closure-code</closure-code>
  <contact type="string" version="default">contact</contact>
  <short-description type="string" version="default">incident-description-line1</short-description>
  <long-description type="string" version="default">brief-description</long-description>
  <description-line2 type="string" version="default">incident-description-line2</description-line2>
  <first-name type="string" version="default">contact-first-name</first-name>
  <last-name type="string" version="default">contact-last-name</last-name>
  <status type="int" version="default">IMTicket-status</status>
  <service-type type="string" version="default">problem-type</service-type>
  <impact type="int" version="default">initial-impact</impact>
  <urgency type="int" version="default">severity</urgency>
  <company type="string" version="default">company</company>
  <configuration-item type="string" version="default">configuration-item</configuration-item>
  <customer type="string" version="default">ticket-owner</customer>
  <modified-by type="string" version="default">updated-by</modified-by>
  <priority type="string" version="default">user-priority</priority>
  <product-cat-tier1 type="string" version="default">product-type</product-cat-tier1>
  <site type="string" version="default">location</site>
  <site-group type="string" version="default">site-category</site-group>
  <slm-id type="string" version="default">SLAAgreement-i-d</slm-id>
  <submitter type="string" version="default">opened-by</submitter>
  <assigned-group type="string" version="default">primary-assignment-group</assigned-group>
  <assigned-to type="string" version="default">assignee-name</assigned-to>
  <category type="string" version="default">category</category>
  <categorization-tier1 type="string" version="default">subcategory</categorization-tier1>
  <details-log type="string" version="default">journal-line1</details-log>
  <journal-line2 type="string" version="default">journal-line2</journal-line2>
  <journal-line3 type="string" version="default">journal-line3</journal-line3>
  <journal-line4 type="string" version="default">journal-line4</journal-line4>
  <resolution type="string" version="default">resolution-line1</resolution>
  <resolution-line2 type="string" version="default">resolution-line2</resolution-line2>
  <solution type="string" version="default">solution-line1</solution>
  <solution-line2 type="string" version="default">solution-line2</solution-line2>
  <updated-date type="DateTime" version="default">updated-time</updated-date>
  <reported-date type="DateTime" version="default">open-time</reported-date>
  <resolution-method type="string" version="default">resolution-fix-type</resolution-method>
</mappings>

<mappings>
  <closed-time type="DateTime" version="default">closed-time</closed-time>
  <closed-by type="string" version="default">closed-by</closed-by>
  <closure-code type="string" version="default">closure-code</closure-code>
  <contact type="string" version="default">contact</contact>
  <short-description type="string" version="default">incident-description-line1</short-description>
  <description-line2 type="string" version="default">incident-description-line2</description-line2>
  <long-description type="string" version="default">brief-description</long-description>
  <first-name type="string" version="default">contact-first-name</first-name>
  <last-name type="string" version="default">contact-last-name</last-name>
  <status type="int" version="default">IMTicket-status</status>
  <service-type type="string" version="default">problem-type</service-type>
  <impact type="int" version="default">initial-impact</impact>
  <urgency type="int" version="default">severity</urgency>
  <company type="string" version="default">company</company>
  <configuration-item type="string" version="default">configuration-item</configuration-item>
  <customer type="string" version="default">ticket-owner</customer>
  <modified-by type="string" version="default">updated-by</modified-by>
  <priority type="string" version="default">user-priority</priority>
  <product-cat-tier1 type="string" version="default">product-type</product-cat-tier1>
  <site type="string" version="default">location</site>
  <site-group type="string" version="default">site-category</site-group>
  <slm-id type="string" version="default">SLAAgreement-i-d</slm-id>
  <submitter type="string" version="default">opened-by</submitter>
  <assigned-group type="string" version="default">primary-assignment-group</assigned-group>
  <assigned-to type="string" version="default">assignee-name</assigned-to>
  <category type="string" version="default">category</category>
  <categorization-tier1 type="string" version="default">subcategory</categorization-tier1>
  <details-log type="string" version="default">journal-updates-line1</details-log>
  <journal-line2 type="string" version="default">journal-updates-line2</journal-line2>
  <journal-line3 type="string" version="default">journal-updates-line3</journal-line3>
  <journal-line4 type="string" version="default">journal-updates-line4</journal-line4>
  <resolution type="string" version="default">resolution-line1</resolution>
  <resolution-line2 type="string" version="default">resolution-line2</resolution-line2>
  <solution type="string" version="default">solution-line1</solution>
  <solution-line2 type="string" version="default">solution-line2</solution-line2>
  <updated-date type="DateTime" version="default">updated-time</updated-date>
  <reported-date type="DateTime" version="default">open-time</reported-date>
  <resolution-method type="string" version="default">resolution-fix-type</resolution-method>
</mappings>

<product-type-software-mappings>
  <mapping name="Desktop" type="string">desktop</mapping>
  <mapping name="Email client" type="string">email client</mapping>
  <mapping name="Non standard apps" type="string">non standard apps</mapping>
  <mapping name="None" type="string">none</mapping>
  <mapping name="Standard applications" type="string">standard applications</mapping>
  <mapping name="Utilities" type="string">utilities</mapping>
</product-type-software-mappings>

<categorization-mappings>
  <mapping name="Software" type="string">software</mapping>
  <mapping name="Hardware" type="string">hardware</mapping>
</categorization-mappings>

<product-type-hardware-mappings>
  <mapping name="Desktop" type="string">desktop</mapping>
  <mapping name="External peripheral" type="string">external peripheral</mapping>
  <mapping name="Laptop" type="string">laptop</mapping>
  <mapping name="None" type="string">none</mapping>
  <mapping name="PDA" type="string">pda</mapping>
</product-type-hardware-mappings>

<service-type-mappings>
  <mapping name="Client dependent" type="string">client dependent</mapping>
  <mapping name="Exchange" type="string">exchange</mapping>
  <mapping name="None" type="string">none</mapping>
  <mapping name="Floppy drive" type="string">floppy drive</mapping>
  <mapping name="Hubs" type="string">hubs</mapping>
  <mapping name="Lan" type="string">lan</mapping>
  <mapping name="Monitor" type="string">monitor</mapping>
  <mapping name="Hard disk" type="string">hard disk</mapping>
  <mapping name="Dial-in" type="string">dial-in</mapping>
  <mapping name="Server" type="string">server</mapping>
  <mapping name="Other" type="string">other</mapping>
  <mapping name="Cabling" type="string">cabling</mapping>
  <mapping name="Excel" type="string">excel</mapping>
  <mapping name="Not specified" type="string">not specified</mapping>
  <mapping name="System unit" type="string">system unit</mapping>
  <mapping name="Network" type="string">network</mapping>
  <mapping name="Database" type="string">database</mapping>
  <mapping name="Question" type="string">question</mapping>
  <mapping name="Inkjet" type="string">inkjet</mapping>
  <mapping name="Locking" type="string">locking</mapping>
  <mapping name="Etc" type="string">etc</mapping>
  <mapping name="Application" type="string">application</mapping>
  <mapping name="Keyboard" type="string">keyboard</mapping>
  <mapping name="Processor" type="string">processor</mapping>
  <mapping name="Business applications" type="string">business applications</mapping>
</service-type-mappings>

<site-category-mappings>
  <mapping name="A - Critical Site" type="string">A</mapping>
  <mapping name="B - Major Site" type="string">B</mapping>
  <mapping name="C - Satellite Site" type="string">C</mapping>
  <mapping name="D - Home Site" type="string">D</mapping>
  <mapping name="Remote" type="string">Remote</mapping>
</site-category-mappings>

<mappings>
  <mapping type="string" name="Incident">problem</mapping>
  <mapping type="string" name="Change">cm3r</mapping>
  <mapping type="string" name="known Error">knownerror</mapping>
  <mapping type="string" name="Root Cause">rootcause</mapping>
  <mapping type="string" name="Service Desk">incidents</mapping>
  <mapping type="string" name="Problem Management">rootcause</mapping>
  <mapping type="string" name="Problem Management Task">rootcausetask</mapping>
  <mapping name="All" type="string">all</mapping>
  <incident-number type="string" version="default">source</incident-number>
  <associated-with type="string" version="default">depend</associated-with>
  <source-active type="boolean" version="default">source-active</source-active>
  <associated-with-active type="string" version="default">depend-active</associated-with-active>
  <sysmod-time type="string" version="default">sysmodtime</sysmod-time>
  <sysmod-count type="string" version="default">sysmodcount</sysmod-count>
  <sysmod-user type="string" version="default">sysmoduser</sysmod-user>
</mappings>