This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

To retrieve an association

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 

Note

The video is recorded using the earlier version of BMC Remedy AR System and is valid for BMC Remedy AR System 9.1 and later versions.

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. For more information, see Creating 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 BMC Remedy AR System REST API overview.
    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:

    Key
    Value
    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"
             }
        ]
    }

To retrieve the Work Info Logs associated for an Incident number


Note

The video is recorded using the earlier version of BMC Remedy AR System and is valid for BMC Remedy AR System 9.1and later versions.

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. For more information, see Creating 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:

    Key
    Value
    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"
                }
            ]
        }

      

Related topics

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Allen Morgan

    I see issues with this document:

    The "To retrieve the Work Info Logs associated for an Incident number" has no example link as a reference and the Video which shows how to pull related items for a Purchase Order which is fine but nothing about work log entries. The key information that seems to be missing across the REST API documents is how to identify "Association" name and how to format the parameters correctly (E.g. do "special characters" need to be URL-encoded when inside parens.) Maybe have a list of good "working" example URLS similar to the CMDB REST ands ADDM REST APIs use Swagger to help document and guide users

    I find a lack of examples on the Remedy ARS REST API specifically related to expand and assoc parameters makes it very difficult to really test and start using the REST API

    Aug 10, 2017 12:48
    1. Anagha Deshpande

      Hello Allen,

      Sorry for the inconvenience. We will update the documentation.

      Regards,

      Anagha

      Aug 10, 2017 11:04
    1. Kamalakannan Srinivasan

      Hi Allen,

      Thanks for your comment. The document has now been updated to address your queries.

      Regards,
      Kamal

      Oct 12, 2017 11:57
  2. Roland Bruegger

    Hi Anagha, I completely agree with Allen. The section "API use cases" is exactly what we would need... but it only helps with "ready to use" examples. Actually we have to integrate a another system with ITSM. The goal: Create a CRQ using the REST API. It would really help us to get such examples in this section .. .and there are many more to come. I'm also missing the Swagger UI for INC, CRQ, PBI, WOI, and so on. Do you have a roadmap for this section? Many thanks Roland

    Aug 14, 2017 06:55
    1. Anagha Deshpande

      Hello Roland,

      I understand your concern. We are working on updating the topic.

      Regards,

      Anagha 

      Aug 16, 2017 03:48
    1. Kamalakannan Srinivasan

      Hi Roland,

      Thanks for your comment. The document has now been updated to address your queries.

      Regards,
      Kamal

      Oct 12, 2017 11:58