Resolve Incident operation

The Resolve Incident operation resolves an incident.

To resolve an incident, the incident is first located by using the <incident-i-d> element that is provided in the <keys> element. The incident is then updated for field values that are provided by elements defined in the <instance> element. The incident is then resolved.

The following table describes the elements of the <items> XML element and the adapter request. If the valid value for an element is not provided, the valid value must be assumed to be a string.

Elements for the <items> XML element and adapter request for the Resolve Incident operation

Element	Definition	Required
`<operation-name>`	Specifies the name of the operation: `resolve-incident`	Yes
`<model>`	Contains the other elements in the request	Yes
`<keys>`	Contains elements that uniquely identify a record If you do not specify the child elements of the `<keys>` element, the application tries to find the `<incident-i-d>` element in the `<instance>` element. You can specify the `<incident-i-d>` element in the `<keys>` element, in the `<instance>` element, or in both elements.	Yes
`<instance>`	Specifies a unique incident record The children of the `<instance>` element describe the fields of the record. The only two higher-level elements are `<keys>` and `<instance>`. All other elements are child elements of the `<instance>` element.	Yes
`<resolution-fix-type>`	Specifies whether the resolution for the incident is permanent Valid values: permanent, temporary	No
`<incident-i-d>`	Specifies the key used to identify the incident record The `<incident-i-d>` element must be used as the key. Valid value: Any unique string Default value: Auto generated an unique string	Yes
`<category>`	Specifies the category of the incident record Valid values: complaint incident request for change request for information	No
`<open-time>`	Specifies the open time of the incident record. Valid value: Date and time in the YYYY.MM.DD HH:MM:SS format Default value: An auto generated current date and time For example: 2008.11.01 08:00:00	No
`<opened-by>`	Specifies the name of the person who opens or creates the incident record Valid value: Any string Default value: The user of the web service, for example, falcon	No
`<severity>`	Specifies the severity or urgency of the incident Valid values: 1: Critical 2: High 3: Average 4: Low	No
`<updated-time>`	Specifies the time when the incident record was updated Valid values: Date and time in the YYYY.MM.DD HH:MM:SS format For example: 2008.11.01 08:00:00 The HP Service Manager server maintains the default value for the element. Note: You must not try to populate or update this field. This element is a read-only element. However, you can use this element for retrieve operations.	No
`<primary-assignment-group>`	Specifies the primary assignment group of the incident Valid values: Application, E-mail / Webmail (Africa), E-mail / Webmail (Asia), E-mail / Webmail (Australia), E-mail / Webmail (Europe), E-mail / Webmail (North America), E-mail / Webmail (South America), Field Support (Africa), Field Support (Asia), Field Support (Australia), Field Support (Europe), Field Support (North America), Field Support (South America), Hardware, Intranet / Internet Support (Africa), Intranet / Internet Support (Asia), Intranet / Internet Support (Australia), Intranet / Internet Support (Europe), Intranet / Internet Support (North America), Intranet / Internet Support (South America), Network, Office Supplies (Africa), Office Supplies (Asia), Office Supplies (Australia), Office Supplies (Europe), Office Supplies (North America), Office Supplies (South America), Office Support (Africa), Office Support (Asia), Office Support (Australia), Office Support (Europe), Office Support (North America), Office Support (South America), Operating System Support (Africa), Operating System Support (Asia), Operating System Support (Australia), Operating System Support (Europe), Operating System Support (North America), Operating System Support (South America), SAP Support (Africa), SAP Support (Asia), SAP Support (Australia), SAP Support (Europe), SAP Support (North America), SAP Support (South America), Service Desk, Service Manager The valid values for `<primary-assignment-group>` can be customized by using the application interface. Navigate to System Definitions > Tables > assignment to modify the values.	Yes
`<closed-time>`	Specifies the time when the incident record was closed Valid values: Date and time in the YYYY.MM.DD HH:MM:SS format For example: 2008.11.01 08:00:00 Default value: if the record was not closed, then blank if the record was updated, then the HP Service Manager server maintains the field based on the server date and time	No
`<closed-by>`	Specifies the name of the person who closed the incident record Valid value: Any string Default value: The user of the web service, for example, falcon	No
`<closure-code>`	Specifies the closure code for the incident record Valid values: Not Reproducible Out of Scope Request Rejected Solved by Change/Service Request Solved by User Instruction Solved by Workaround Unable to solve Withdrawn by User	No
`<affected-item>`	Specifies the affected configuration item for which the incident record was created Valid value: An existing configuration item	No
`<incident-description>`	Specifies the description for the incident record; is an array-type element	No
`<resolution>`	Specifies the resolution of the incident record; is an array-type element	No
`<assignee-name>`	Specifies the name of the assignee for the incident record Valid value: You can select an existing contact record if the assignee name is a member of the primary assignment group (`<primary-assignment-group>`).	No
`<contact>`	Specifies the contact person associated with the incident record Valid value: An existing contact record	No
`<journal-updates>`	Specifies the journal update description; is an array-type element	No
`<alert-status>`	Specifies the alert status of the incident record Valid value: Any string	No
`<contact-last-name>`	Specifies the last name of the contact person for the incident Valid value: Any string Default value: The `<contact-last-name>` element is populated based on the name information provided in the selected `<contact>`. Note: You cannot populate or modify the `<contact-last-name>` element with any string during the creation of the incident record.	No
`<contact-first-name>`	Specifies the first name of the contact person Valid value: Any string	No
`<company>`	Specifies the name of the company associated with the incident record Valid value: Any string	No
`<brief-description>`	Specifies the title or a brief description of the incident record Valid value: Any string	No
`<ticket-owner>`	Specifies the ticket owner for the incident record The value is the same as the value of the `<assignee-name>` element. Valid value: Any string Default value: The web server user, for example, falcon Note: You cannot use the HP Service Manager client application to populate the `<ticket-owner>` element.	No
`<updated-by>`	Specifies the name of the person who updated the incident record Valid value: Any string The HP Service Manager server maintains the value for the element. Note: You must not populate or update this element. The element is a read-only element. However, you can use this element for retrieve operations.	No
`<IMTicket-status>`	Specifies the status of the incident management ticket associated with the incident record Valid values: Any string Default value: The value of the `<i-m-ticket-status>` element Note: You can populate or update this element only by providing the value in the `<i-m-ticket-status>` element. The `<IMTicket-status>` element is a read-only element. However, you can use this element for retrieve operations. The application displays a list box with the following values for this field: Closed Pending Other Referred Replaced Problem Resolved Open Accepted Rejected Work In Progress Pending Customer Pending Vendor Pending Change	No
`<subcategory>`	Specifies the subcategory for the specified category Note: For every `<category>` element, there are several `<subcategory>` elements, and for every `<subcategory>` element, there are several `<product-type>` element values. For example, you can use the following options: category: incident subcategory: access product-type: login failure	No
`<SLAAgreement-i-d>`	Specifies the Service Level Agreement (SLA) ID of the incident management ticket Valid value: Any integer Default value: Same as the value of the `<s-l-a-agreement-i-d>` element Note: You cannot populate or modify the `<SLAAgreement-i-d>` element directly. However, you can populate or modify the value for `<SLAAgreement-i-d>` by providing the value in the `<s-l-a-agreement-i-d>` element. You can use the `<SLAAgreement-i-d>` element for retrieve operations.	No
`<site-category>`	Specifies the site category associated with the incident record Valid value: Any string	No
`<product-type>`	Specifies the product type for the incident Note: For every `<category>` element, there are several `<subcategory>` elements, and for every `<subcategory>` element, there are several `<product-type>` element values. For example, you can use the following options: category: incident subcategory: access product-type: login failure	No
`<problem-type>`	Specifies the problem type associated with the incident Valid value: Any string Note: You can not populate or modify the element directly. The element contains the same value of the `<category>` element.	No
`<resolution-fix-type>`	Specifies the resolution fix type for the incident record Valid value: Any string	No
`<user-priority>`	Specifies the user priority associated with the incident record Valid value: Any string	No
`<location>`	Specifies the location information for the incident record Valid values: Africa Asia Australia Europe North America South America	No
`<solution>`	Specifies the solution for the incident; is an array-type element	No
`<initial-impact>`	Specifies the initial impact associated with the incident record Valid values: 1: Enterprise 2: Site/Dept 3: Multiple User 4: User	No
`<i-m-ticket-status>`	Specifies the status of the incident ticket Valid values: Open (default) Pending other Work in progress Reject Resolved Pending vendor Closed Pending customer Referred Replaced Problem	No
`<s-l-a-agreement-i-d>`	Specifies the SLA ID for the incident record Valid value: Any integer	No
`<folder>`	Specifies the folder where the incident is saved Valid value: Any string	No
`<service>`	Specifies the service of the incident Valid values: Applications, E-mail / Webmail (Africa), E-mail / Webmail (Asia), E-mail / Webmail (Australia), E-mail / Webmail (Europe), E-mail / Webmail (North America), E-mail / Webmail (South America), Education, Handheld, PDA & Telephony, Intranet / Internet (Africa), Intranet / Internet (Asia), Intranet / Internet (Australia), Intranet / Internet (Europe), Intranet / Internet (North America), Intranet / Internet (South America), MyDevices, Printing (Africa), Printing (Asia), Printing (Australia), Printing (Europe), Printing (North America), Printing (South America), and Service Management	No
`<status>`	Specifies the alert status Valid value: Any string Default value: The HP Service Manager application maintains the value of the `<status>` element based on the status of the ticket, such as open, closed, updated, and so on	No

The following figure displays a sample adapter request for the Resolve Incident operation.

Sample adapter request for the Resolve Incident operation


 <hp-service-manager-request>
    <entity>incident</entity>
    <entity-type />
    <request>
      <operation-name>resolve-incident</operation-name>
      <parameters>
        <resolve-incident-request>
          <model>
            <keys>
              <incident-i-d>
                <value>MyIncident0021</value>
                <type>String</type>
              </incident-i-d>
            </keys>
            <instance>
              <category>
                <value>incident</value>
                <type>String</type>
              </category>
              <open-time>
                <value>2008.11.01 08:00:00</value>
                <type>DateTime</type>
              </open-time>
              <opened-by>
                <value>opened by</value>
                <type>String</type>
              </opened-by>
              <severity>
                <value>1</value>
                <type>String</type>
              </severity>
              <updated-time>
                <value>2008.11.01 08:00:00</value>
                <type>DateTime</type>
              </updated-time>
              <primary-assignment-group>
                <value>Application</value>
                <type>String</type>
              </primary-assignment-group>
              <closed-time>
                <value>2008.11.01 08:00:00</value>
                <type>DateTime</type>
              </closed-time>
              <closed-by>
                <value>closed by</value>
                <type>String</type>
              </closed-by>
              <closure-code>
                <value>Out of Scope</value>
                <type>String</type>
              </closure-code>
              <incident-description>
                <type>Array</type>
                <incident-description>
                  <element>
                    <value>First Line of Description</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>Second Line of Description</value>
                    <type>String</type>
                  </element>
                </incident-description>
              </incident-description>
              <brief-description>
                <value>Test Incident Title</value>
                <type>String</type>
              </brief-description>
              <subcategory>
                <value>access</value>
                <type>String</type>
              </subcategory>
              <product-type>
                <value>login failure</value>
              <type>String</type>
              </product-type>
              <problem-type>
                <value>incident</value>
                <type>String</type>
              </problem-type>
              <user-priority>
                <value>3</value>
                <type>String</type>
              </user-priority>
              <initial-impact>
                <value>2</value>
                <type>String</type>
              </initial-impact>
              <contact>
                <value>TestContact</value>
                <type>String</type>
              </contact>
              <service>
                <value>Applications</value>
                <type>String</type>
              </service>
              <alert-status>
                <value>start</value>
                <type>String</type>
              </alert-status>
              <contact-last-name>
                <value>TestContact</value>
                <type>String</type>
              </contact-last-name>
              <contact-first-name>
                <value>Arora</value>
                <type>String</type>
              </contact-first-name>
              <i-m-ticket-status>
                <value>abc</value>
                <type>String</type>
              </i-m-ticket-status>
              <site-category>
                <value>test</value>
                <type>String</type>
              </site-category>
              <problem-type>
                <value>pro</value>
                <type>String</type>
              </problem-type>
              <s-l-a-agreement-i-d>
                <value>1234</value>
                <type>String</type>
              </s-l-a-agreement-i-d>
              <folder>
                <value>TestFolder</value>
                <type>String</type>
              </folder>
            </instance>
          </model>
        </resolve-incident-request>
      </parameters>
    </request>
  </hp-service-manager-request>

The following figure displays an adapter response for the Resolve Incident operation.

Sample adapter response for the Resolve Incident operation


<hp-service-manager-response>
  <metadata>
    <count>1</count>
  </metadata>
  <responses>
    <response>
      <metadata>
        <count>1</count>
      </metadata>
      <item>
        <metadata>
          <status>success</status>
        </metadata>
        <parameters>
          <model>
            <keys>
              <incident-i-d>
                <value>MyIncident0021</value>
                <type>String</type>
              </incident-i-d>
            </keys>
            <instance>
              <incident-i-d>
                <value>MyIncident0021</value>
                <type>String</type>
              </incident-i-d>
              <category>
                <value>incident</value>
                <type>String</type>
              </category>
              <open-time>
               <value>2008.11.01 08:00:00</value>
               <type>DateTime</type>
              </open-time>
              <opened-by>
                <value>opened by</value>
                <type>String</type>
              </opened-by>
              <severity>
                <value>1</value>
                <type>String</type>
              </severity>
              <updated-time>
                <value>2009.12.30 15:08:03</value>
                <type>DateTime</type>
              </updated-time>
              <primary-assignment-group>
                <value>Service Desk</value>
                <type>String</type>
              </primary-assignment-group>
              <closed-time>
                <value>2008.11.01 08:00:00</value>
                <type>DateTime</type>
              </closed-time>
              <closed-by>
                <value>closed by</value>
                <type>String</type>
              </closed-by>
              <closure-code>
                <value>Out of Scope</value>
                <type>String</type>
              </closure-code>
              <incident-description>
                <type>Array</type>
                <incident-description>
                  <element>
                    <value>First Line of Description</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>Second Line of Description</value>
                    <type>String</type>
                  </element>
                </incident-description>
              </incident-description>
              <resolution>
                <type>Array</type>
                <resolution>
                  <element>
                    <value>reslolution line 1</value>
                    <type>String</type>
                  </element>
                  <element>
                   <value>resolution line 2</value>
                   <type>String</type>
                  </element>
                </resolution>
              </resolution>
              <contact>
                <value>TestContact</value>
                <type>String</type>
              </contact>
              <journal-updates>
                <type>Array</type>
                <journal-updates>
                  <element>
                    <value>12/27/09 22:41:54 US/Mountain (falcon):</value>
                    <type>String</type>
                  </element>
                  ...
                  <element>
                    <value>Test Update using Update Incident Wrapper</value>
                    <type>String</type>
                  </element>
                </journal-updates>
              </journal-updates>
              <alert-status>
                <value>start</value>
                <type>String</type>
              </alert-status>
              <contact-last-name>
                <value>TestContact</value>
                <type>String</type>
              </contact-last-name>
              <contact-first-name>
                <value>Arora</value>
                <type>String</type>
              </contact-first-name>
              <brief-description>
                <value>Test Incident Title</value>
                <type>String</type>
              </brief-description>
              <ticket-owner>
                <value>falcon</value>
                <type>String</type>
              </ticket-owner>
              <updated-by>
                <value>falcon</value>
                <type>String</type>
              </updated-by>
              <IMTicket-status>
                <value>Resolved</value>
                <type>String</type>
              </IMTicket-status>
              <subcategory>
                <value>access</value>
               <type>String</type>
              </subcategory>
              <SLAAgreement-i-d>
                <value>1234</value>
                <type>Decimal</type>
              </SLAAgreement-i-d>
              <site-category>
                <value>test</value>
                <type>String</type>
              </site-category>
              <product-type>
                <value>login failure</value>
                <type>String</type>
              </product-type>
              <problem-type>
                <value>incident</value>
                <type>String</type>
              </problem-type>
              <user-priority>
                <value>3</value>
                <type>String</type>
              </user-priority>
              <initial-impact>
                <value>2</value>
                <type>String</type>
              </initial-impact>
              <folder>
                <value>TestFolder</value>
                <type>String</type>
              </folder>
              <service>
                <value>Applications</value>
                <type>String</type>
              </service>
              <uniquequery>number="MyIncident0021"</uniquequery>
              <recordid>MyIncident0021 - Test Incident Title</recordid>
              <i-m-ticket-status>
                <value>Resolved</value>
                <type>String</type>
              </i-m-ticket-status>
              <s-l-a-agreement-i-d>
                <value>1234</value>
                <type>Decimal</type>
              </s-l-a-agreement-i-d>
            </instance>
          </model>
          <messages>
            <element>
              <value>US/Mountain 12/30/09 02:38:04:  Incident MyIncident0021 has been resolved by falcon</value>
            </element>
          </messages>
          <status>SUCCESS</status>
          <message>Success</message>
          <schema-revision-date>2008.06.09 00:00:00</schema-revision-date>
          <schema-revision-level>0</schema-revision-level>
          <return-code>0</return-code>
        </parameters>
      </item>
    </response>
  </responses>
</hp-service-manager-response>

Resolve Incident operation

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