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Remedy functions

The following function will allow you to create BMC Remedy ITSM Incident and monitor the progress.

Create Remedy Incident

arsCreateIncident(uri, userid, password, firstName, lastName, summary [, additionalProperties])

You can create a BMC Remedy ITSM Incident using the Console Automation Server. This function connects to the BMC Remedy server using the uri parameter using the userid and password for authentication. An incident is created using the firstName, lastName and summary. You can also create an incident through the rule-based form. Additional properties may be specified as well. The recognized properties are:

Related topic

Administering


Assigned_Group


Assigned_Group_Shift_Name


Assigned_Support_Company


Assigned_Support_Organization


Assignee


Categorization_Tier_1


Categorization_Tier_2


Categorization_Tier_3


CI_Name


Closure_Manufacturer


Closure_Product_Category_Tier1


Closure_Product_Category_Tier2


Closure_Product_Category_Tier3


Closure_Product_Model_Version


Closure_Product_Name


Department


Impact

One of

  • 1-Extensive
  • 2-Significant/Large
  • 3-Moderate/Limited
  • 4-Minor/Localized

Lookup_Keyword<</p>/td>


Manufacturer


Product_Categorization_Tier_1


Product_Categorization_Tier_2


Product_Categorization_Tier_3


Product_Model_Version


Reported_Source

One of:

  • Direct Input

Product_Name

  • Email
  • External Escalation
  • Fax
  • Self Service
  • Systems Management
  • Phone
  • Voice Mail
  • Walk In
  • Web
  • Other
  • BMC Impact Manager Event

Resolution


Resolution_Category_Tier_1


Resolution_Category_Tier_2


Resolution_Category_Tier_3


Service_Type

One of:

  • User Service Restoration
  • User Service Request
  • Infrastructure Restoration
  • Infrastructure Event

Status

One of:

  • New
  • Assigned
  • In Progress
  • Pending
  • Resolved
  • Closed
  • Cancelled

Action


Create_Request


Summary


Notes


Urgency

One of:

  • 1-Critical
  • 2-High
  • 3-Medium
  • 4-Low

Work_Info_Summary


Work_Info_Notes


Work_Info_Type

One of:

  • ----- Customer Inbound -----
  • Customer Communication
  • Customer Follow-up
  • Customer Status Update
  • ----- Customer Outbound -----
  • Closure Follow Up
  • Detail Clarification
  • General Information
  • Resolution Communications
  • Satisfaction Survey
  • Status Update
  • ----- General -----
  • Incident Task / Action
  • Problem Script
  • Working Log
  • Email System
  • Paging System
  • BMC Impact Manager Update
  • Chat

Work_Info_Date


Work_Info_Source

One of:

  • Email
  • Fax
  • Phone
  • Voice Mail
  • Walk In
  • Pager
  • System Assignment
  • Web
  • Other
  • BMC Impact Manager Event

Work_Info_Locked


Work_Info_View_Access

One of:

  • Internal
  • Public

Middle_Initial


Status_Reason

One of:

  • 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
  • Automated Resolution Reported
  • No longer a Causal CI

Direct_Contact_First_Name


Direct_Contact_Middle_Initial


Direct_Contact_Last_Name


TemplateID


ServiceCI


ServiceCI_ReconID


HPD_CI


HPD_CI_ReconID


HPD_CI_FormName


WorkInfoAttachment1Name


WorkInfoAttachment1Data


WorkInfoAttachment1OrigSize


Customer_Company


Corporate_ID


Parameters:

uri

The URI of the web service including the protocol, hostname and port. For example: https://u-42.ioconcepts.com:9443/arsys/services/ARService?server=mwbppm9a&webService=HPD_IncidentInterface_Create_WS

userid

The User ID for authentication.

password

The password for authentication.

summary

The summary for the incident.

additionalProperties

Additional properties for the incident record. See the description above

Returns:

The incident number as a string if the function succeeded, false otherwise.

Example:

trigger on message.COLOR == WHITE

uri = "http://172.21.46.96:9090/arsys/..."

userid = "Allen"

password= "password"

firstName = "Allen"

lastName = "Allbrook"

summary = "A WTO/WTOR was received: [" + message.SESSION_NAME + "]" + message.TEXT

arsCreateIncident(uri, userid, password, firstName, lastName, summary)



 

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BMC AMI Ops Console Management, BMC AMI Ops Console Automation, and BMC AMI Ops SecureHMC 4.1