Customizing field mappings from Incident Management to Event Management

You can customize the outbound staging fields so that the custom field mappings in Incident Management can be returned to Event Management.

To return the custom mappings from Incident Management to Event Management, you will need to populate the Temp fields on the HPD:IncidentOutboundEvent form. This form stores information about the incident and has a web service attached to it for the event management system to poll for incident information. See Using HPD_ IncidentOutboundEvent web service.

You need to set the values of the Temp fields in the HPD:IncidentOutboundEvent form. Add the field mappings to the Push Fields action on the HPD:INC:OutboundRecord_998_SendToOutbound`! filter.

For example:

'z1D_WSTemp01'= $Last Modified Date$
'z1D_WSTemp02' = $Status Reason$
'z1d_WSTemp03' = $Resolution$

Field mappings

The following table summarizes what information is mapped from incident outbound form to Incident Info Event slots in BMC ProactiveNet.

Remedy ITSMBMC ProactiveNet
CI+ or Service+

component_id

Summary

msg

Incident ID

itsm_incident_id

Assignee+

incident_assignee

Priority

incident_priority

Status

incident_status

Submitter

incident_submitter

Customer+

itsm_company

Notes
mc_notes
 Using the DefaultMapping.map file to configure the Notes field

On the TrueSight Infrastructure Management server, navigate to <TSIM installation directory>\pw\integrations\ibrsd\conf directory and update the  DefaultMapping.map  file.

IfThen
Append_Msg_To_Notes is set to ALWAYSThe Notes field in the Remedy IT Service Management (Remedy ITSM) incident is prepended with the message value present in the msg event slot in TrueSight Infrastructure Management.For example, if the Notes field has an initial value <slot.mc_long_msg>, then the Notes field in the incident will be populated with the value <Message value in the msg event slot> + " : " + <mc_long_msg>
Append_Msg_To_Notes is set to NEVERThe customizations made in the DefaultMapping.map file for the Notes field are given preference. The Notes field in the Remedy ITSM incident is not prepended with the message value present in the msg event slot.
Assigned Group+

incident_assignee_group

z1D_WSTemp01

Temp01

z1D_WSTemp02

Temp02

z1D_WSTemp03

Temp03

z1D_WSTemp04

Temp04

z1D_WSTemp05

Temp05

z1D_WSTemp06

Temp06

z1D_WSTemp07

Temp07

z1D_WSTemp08

Temp08

z1D_WSTemp08

Temp09

z1D_WSTemp10

Temp10
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