Update Incident operation

The Update Incident operation updates an incident.

To update 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 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. If no value is specified for a particular element or the element is skipped, the associated field will not be updated.

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

Element

Definition

Required

<operation-name>

Specifies the name of the operation: update-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 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: An auto generated unique string

No

<category>

Specifies the category of the incident record

Valid values:

  • complaint
  • incident
  • request for change
  • request for information

No

<open-time>

Specifies the time when the incident record was opened

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.

No

<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

Yes

<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

Yes

<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 examples, 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 this 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 Update Incident operation.

Sample adapter request for the Update Incident operation


 <hp-service-manager-request>
    <entity>incident</entity>
    <entity-type />
    <request>
      <operation-name>update-incident</operation-name>
      <parameters>
        <update-incident-request>
          <model>
            <keys>
              <incident-i-d>
                <value>My_55</value>
                <type>String</type>
              </incident-i-d>
            </keys>
            <instance>
              <resolution-fix-type>
                <value>permanent</value>
                <type>String</type>
              </resolution-fix-type>
              <category>
                <value>incident</value>
                <type>String</type>
              </category>
              <severity>
                <value>1</value>
                <type>String</type>
              </severity>
              <primary-assignment-group>
                <value>Application</value>
                <type>String</type>
              </primary-assignment-group>
              <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>
              <journal-updates>
                <type>Array</type>
                <journal-updates>
                  <element>
                    <value>Test Update using Update Incident Wrapper</value>
                    <type>String</type>
                  </element>
                </journal-updates>
              </journal-updates>
            </instance>
          </model>
        </update-incident-request>
      </parameters>
    </request>
  </hp-service-manager-request>


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

Sample adapter response for the Update 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>My_55</value>
                <type>String</type>
              </incident-i-d>
            </keys>
            <instance>
              <incident-i-d>
                <value>My_55</value>
                <type>String</type>
              </incident-i-d>
              <category>
                <value>incident</value>
                <type>String</type>
              </category>
              <open-time>
                <value>2009.12.31 16:54:17</value>
                <type>DateTime</type>
              </open-time>
              <opened-by>
                <value>falcon</value>
                <type>String</type>
              </opened-by>
              <severity>
                <value>1</value>
                <type>String</type>
              </severity>
              <updated-time>
                <value>2010.01.04 16:14:24</value>
                <type>DateTime</type>
              </updated-time>
              <primary-assignment-group>
                <value>Application</value>
                <type>String</type>
              </primary-assignment-group>
              <closure-code>
                <value>Solved by User Instruction</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>x</value>
                    <type>String</type>
                  </element>
                </resolution>
              </resolution>
              <contact>
                <value>TestContact</value>
                <type>String</type>
              </contact>
              <journal-updates>
                <type>Array</type>
                <journal-updates>
                  <element>
                    <value>01/04/10 03:44:24 US/Mountain (falcon):</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>Test Update using Update Incident Wrapper</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>12/31/09 05:27:17 US/Mountain (falcon):</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>354</value>
                    <type>String</type>
                  </element>
                  <element>
                    <value>12/31/09 04:39:36 US/Mountain (falcon):</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>
              <company>
                <value>DEFAULT</value>
                <type>String</type>
              </company>
              <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>abc</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>
              <resolution-fix-type>
                <value>permanent</value>
                <type>String</type>
              </resolution-fix-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="My_55"</uniquequery>
              <recordid>My_55 - Test Incident Title</recordid>
              <i-m-ticket-status>
                <value>abc</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 01/04/10 03:44:24: Incident My_55 has been updated 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>
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