This documentation supports the 19.11 version of Remedy Action Request System, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

Retrieving work information related to an incident

To retrieve work information related to an incident you use the HPD:Help Desk form. To get the details of all the associations, you retrieve the Entry ID for the corresponding incident on the HPD:Help Desk form and then retrieve the associations related to the work information, that is the HPD:INC:Worklog.

To retrieve the entry for an Incident number 

Use the following steps to get the Entry ID for a corresponding incident, from the HPD:Help Desk form.

  1. Open the Postman - REST Client.
  2. Create a token. 
  3. Set the Request URL as http://<server_name>/api/arsys/v1/entry/HPD:Help Desk
  4. Click URL Params.
  5. Add a parameter q to search for incident number. Ensure value for the parameter is encoded properly as per the section Encoding for URL parameters in Integrating AR System form with a third-party application by using REST API.
    For example: After adding qualification based on “Incident Number” field, URL should look something like: http://<server_name>/api/arsys/v1/entry/HPD:Help Desk?q=%27Incident+Number%27+%3D+%22INC000000000701%22.

  6. Select the operation as GET.
  7. Click Headers.
  8. Enter the following data as key value pair in the header:

    KeyValue
    AuthorizationAR-JWT <token generated>
    Content-Typeapplication/json
  9. Click Send.
  10. The plugin returns a URL in the Location section for the related entry.
    For example:

    "_links": {
        "self": [
            {
                "href": "http://<server-name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604"
             }
        ]
    }

Watch the following video to understand how to create an entry. 

 https://www.youtube.com/embed/lhch-GTW51U

The video is recorded using the earlier version of BMC Remedy AR System and is valid for BMC Remedy AR System 9.and later versions.


To retrieve the Work Info Logs associated for an Incident number

Use the following steps to retrieve all the related work information logs for the incident:

  1. Open the Postman - REST Client.
  2. Create a token. 
  3. Set the Request URL returned in the step 10.
    For example, http://<server-name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604.
  4. Select the operation as GET.
  5. Click Headers.
  6. Enter the following data as key value pair in the header:

    KeyValue
    AuthorizationAR-JWT <token generated>
    Content-Typeapplication/json
  7. To fetch child entries via association such as Work Info Logs in our case, provide additional request parameters to include association name (can be found from dev studio) using URL parameter “fields”. For example, fields=assoc(HPD:INC:Worklog).

  8. Click Send.
  9. The plugin returns a URL in the Location section to all related work information logs that are related to the corresponding Incident.
    For example:

     "_links": {        
    	"self": [
            {
                    "href": "http://<server_name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604"
                }
            ],
            "assoc-HPD:INC:Worklog": [
                {
                    "href": "http://<server_name>/api/arsys/v1/entry/HPD:WorkLog/WLG000000000602"
                },
                {
                    "href": "http://<server_name>/api/arsys/v1/entry/HPD:WorkLog/WLG000000000603"
                }
            ]
        }

Watch the following video to understand how to create an entry.

https://www.youtube.com/embed/YCJU1tgy8kA

The video is recorded using the earlier version of BMC Remedy AR System and is valid for BMC Remedy AR System 9.and later versions.


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