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BMC Atrium Orchestrator Content 20.15.01 ... Operations Actions Management Modules and Utilities Operations Actions Management modules Incident Management module

Incident Management module configuration for ServiceNow

The Incident Management module contains configuration information that is used by each of the workflows. The module provides complete configurations for the ServiceNow environment.

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 ServiceNow to review the configuration settings.

The following table details the default Incident Management module configuration values in a ServiceNow environment.

Note

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Default configuration values for the Incident Management module

Configuration Item

Description

Adapter

ServiceNowActor

System_TypeServiceNow
Incident_Concept_Template
<Incidents>
  <Incident />
</Incidents>
Versionv1.0
Status_Mappings
<status-mappings>
  <mapping name="New" type="string">New</mapping>
  <mapping name="Active" type="string">Active</mapping>
  <mapping name="Awaiting Problem" type="string">Awaiting Problem</mapping>
  <mapping name="Awaiting User Info" type="string">Awaiting User Info</mapping>
  <mapping name="Awaiting Evidence" type="string">Awaiting Evidence</mapping>
  <mapping name="Resolved" type="string">Resolved</mapping>
  <mapping name="Closed" type="string">Closed</mapping>
</status-mappings>
Priority_Mappings
<priority-mappings>
  <mapping name="1 - Critical" type="sting">1 - Critical</mapping>
  <mapping name="2 - High" type="string">2 - High</mapping>
  <mapping name="3 - Moderate" type="string">3 - Moderate</mapping>
  <mapping name="4 - Low" type="string">4 - Low</mapping>
  <mapping name="5 - Planning" type="string">5 - Planning</mapping>
</priority-mappings>
Impact_Mappings
<impact-mappings>
  <mapping name="1 - High" type="string">1 - High</mapping>
  <mapping name="2 - Medium" type="string">2 - Medium</mapping>
  <mapping name="3 - Low" type="string">3 - Low</mapping>
</impact-mappings>
Urgency_Mappings
<urgency-mappings>
  <mapping name="1 - High" type="string">1 - High</mapping>
  <mapping name="2 - Medium" type="string">2 - Medium</mapping>
  <mapping name="3 - Low" type="string">3 - Low</mapping>
</urgency-mappings>
Category_Mappings
 <category-mappings>
  <mapping name="Request" type="sting">Request</mapping>
  <mapping name="Inquiry / Help" type="string">Inquiry / Help</mapping>
  <mapping name="Software" type="string">Software</mapping>
  <mapping name="Hardware" type="string">Hardware</mapping>
  <mapping name="Network" type="string">Network</mapping>
  <mapping name="Database" type="string">Database</mapping>
</category-mappings>
Create_Mappings
 <mappings>
  <person-id type="string" version="default">caller-id</person-id>
  <location type="string" version="default">location</location>
  <ci-name type="string" version="default">cmdb-ci</ci-name>
  <impact type="string" version="default">impact</impact>
  <urgency type="string" version="default">urgency</urgency>
  <priority type="string" version="default">priority</priority>
  <knowledge type="int" version="default">knowledge</knowledge>
  <short-description type="string" version="default">short-description</short-description>
  <submit-date type="DateTime" version="default">opened-at</submit-date>
  <closed-time type="DateTime" version="default">closed-at</closed-time>
  <submitter type="string" version="default">opened-by</submitter>
  <status type="int" version="default">incident-state</status>
  <category type="string" version="default">category</category>
  <escalation type="string" version="default">escalation</escalation>
  <assigned-group type="string" version="default">assignment-group</assigned-group>
  <assigned-to type="string" version="default">assigned-to</assigned-to>
  <detailed-description type="string" version="default">description</detailed-description>
  <worklog-details type="string" version="default">work-notes</worklog-details>
  <details-log type="string" location="middle" version="default">comments</details-log>
  <template-id type="string" version="default">template-name</template-id>
</mappings>
Collection
<items>
  <item />
</items> 
Update_Mappings
<mappings>
  <incident-number type="string" version="default">number</incident-number>
  <person-id type="string" version="default">caller-id</person-id>
  <location type="string" version="default">location</location>
  <ci-name type="string" version="default">cmdb-ci</ci-name>
  <impact type="string" version="default">impact</impact>
  <urgency type="string" version="default">urgency</urgency>
  <priority type="string" version="default">priority</priority>
  <knowledge type="int" version="default">knowledge</knowledge>
  <short-description type="string" version="default">short-description</short-description>
  <submit-date type="DateTime" version="default">opened-at</submit-date>
  <closed-time type="DateTime" version="default">closed-at</closed-time>
  <submitter type="string" version="default">opened-by</submitter>
  <status type="int" version="default">incident-state</status>
  <category type="string" version="default">category</category>
  <escalation type="string" version="default">escalation</escalation>
  <assigned-group type="string" version="default">assignment-group</assigned-group>
  <assigned-to type="string" version="default">assigned-to</assigned-to>
  <detailed-description type="string" version="default">description</detailed-description>
  <worklog-details type="string" version="default">work-notes</worklog-details>
  <details-log type="string" location="middle" version="default">comments</details-log>
</mappings> 
Query_Mappings
 <mappings>
  <active type="int" version="default">active</active>
  <approval type="string" version="default">approval</approval>
  <business-duration type="DateTime" version="default">business-stc</business-duration>
  <business-stc type="int" version="default">business-stc</business-stc>
  <calendar-duration type="DateTime" version="default">business-stc</calendar-duration>
  <calendar-stc type="int" version="default">calendar-stc</calendar-stc>
  <category type="string" version="default">category</category>
  <child-incidents type="int" version="default">child-incidents</child-incidents>
  <contact-client-type type="string" version="default">contact-client-type</contact-client-type>
  <escalation type="string" version="default">escalation</escalation>
  <impact type="string" version="default">impact</impact>
  <urgency type="string" version="default">urgency</urgency>
  <priority type="string" version="default">priority</priority>
  <status type="int" version="default">state</status>
  <knowledge type="int" version="default">knowledge</knowledge>
  <made-sla type="int" version="default">made-sla</made-sla>
  <notify type="string" version="default">notify</notify>
  <incident-number type="string" version="default">number</incident-number>
  <submit-date type="DateTime" version="default">opened-at</submit-date>
  <closed-time type="DateTime" version="default">closed-at</closed-time>
  <submitter type="string" version="default">opened-by</submitter>
  <order type="int" version="default">order</order>
  <reassignment-count type="int" version="default">reassignment-count</reassignment-count>
  <reopen-count type="int" version="default">reopen-count</reopen-count>
  <severity type="string" version="default">severity</severity>
  <sys-class-name type="string" version="default">sys-class-name</sys-class-name>
  <sys-created-by type="string" version="default">sys-created-by</sys-created-by>
  <sys-created-on type="DateTime" version="default">sys-created-on</sys-created-on>
  <sys-domain type="string" version="default">sys-domain</sys-domain>
  <sys-id type="string" version="default">sys-id</sys-id>
  <sys-mod-count type="int" version="default">sys-mod-count</sys-mod-count>
  <sys-updated-by type="string" version="default">sys-updated-by</sys-updated-by>
  <sys-updated-on type="DateTime" version="default">sys-updated-on</sys-updated-on>
  <u-integer-2 type="int" version="default">u-integer-2</u-integer-2>
  <upon-approval type="string" version="default">upon-approval</upon-approval>
  <upon-reject type="string" version="default">upon-reject</upon-reject>
  <person-id type="string" version="default">caller-id</person-id>
  <location type="string" version="default">location</location>
  <ci-name type="string" version="default">cmdb-ci</ci-name>
  <short-description type="string" version="default">short-description</short-description>
  <assigned-group type="string" version="default">assignment-group</assigned-group>
  <assigned-to type="string" version="default">assigned-to</assigned-to>
  <detailed-description type="string" version="default">description</detailed-description>
  <worklog-details type="string" version="default">work-notes</worklog-details>
  <details-log type="string" location="middle" version="default">comments</details-log>
</mappings>
Connection_Parameters
 <connection-parameters>
  <user-name>admin</user-name>
  <password>admin</password>
</connection-parameters>
WorkInfo_ViewAccess_Mappings
 <workinfo-viewaccess-mappings>
  <mapping name="Internal" type="string">Internal</mapping>
  <mapping name="Public" type="string">Public</mapping>
</workinfo-viewaccess-mappings>


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Last modified by Shweta Hardikar on May 27, 2015
incident_management snow service_now configuration

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