HPD_IncidentServiceInterface operations
The HPD_IncidentServiceInterface web service enables you to create an incident and add the incident work information. The following operations are supported:
Create_Incident
Use the Create_Incident operation to create an incident using the HPD_ServiceInterface web service. The following table lists the input fields used in the Create_Incident operation. These fields are also available on the HPD:ServiceInterface form.
| Input field | Value | Description |
|---|---|---|
| Action | CREATE_INCIDENT | A keyword triggers a workflow that initiates the create operation. |
| Summary | Required field. This field maps to the Description field on the HPD:ServiceInterface form. | |
| Incident_Type | Required fields. Default values for these fields are populated by the workflow. | |
| Reported_Source | ||
| Impact | ||
| Urgency | ||
| Notes | This field maps to the Notes field on HPD:ServiceInterface form. | |
| Status | This field maps to the Status field. | |
| Status_Reason | This field maps to the incident Status Reason. | |
| Customer_FirstName | Required fields. You can pass either these field values or the Person Instance ID. For infrastructure event type incidents, these fields are not required. | |
| Customer_LastName | ||
| Customer_MiddleInitial | ||
| Customer_Company | ||
| Customer_LoginID | ||
| Customer_CorporateID | ||
| Person_InstanceID | ||
| Direct_Contact_FirstName | Optional fields used for incident contact information. Passing in a combination of these fields returns matching contact(s). | |
| Direct_Contact_LastName | ||
| Direct_Contact_MiddleInitial | ||
| Direct_Contact_Company | ||
| Direct_Contact_LoginID | ||
| Direct_Contact_CorporateID | ||
| Service_CI | Service CI name. This field maps to the Service CI field. | |
| ServiceCI_ReconID | Service CI Reconciliation ID. This field is used to look up a Service CI to relate to the incident. | |
| HPD_CI | CI Name. This field maps to the CI+ field. | |
| HPD_CI_ReconID | CI Reconciliation ID. This field is used to look up a CI to add in the CI+ field on Incident. | |
| CI_Name | CI Name. This field is used to create a CI relationship in the table only (Not in the CI+ field). | |
| ReconciliationIdentity | CI Reconciliation ID. This field is used to look up a CI and create a CI relationship in the table only (Not in the CI+ field). | |
| Product_Categorization_Tier_1 | These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the Service_CI field if a valid service is passed in. | |
| Product_Categorization_Tier_2 | ||
| Product_Categorization_Tier_3 | ||
| Product_Model_Version | ||
| Product_Name | ||
| Manufacturer | ||
| Categorization_Tier_1 | These fields represent the operational categorization structure. | |
| Categorization_Tier_2 | ||
| Categorization_Tier_3 | ||
| Resolution | These fields represent the resolution categorization structure. | |
| Resolution_Category_Tier_1 | ||
| Resolution_Category_Tier_2 | ||
| Resolution_Category_Tier_3 | ||
| Closure_Product_Category_Tier1 | These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the HPD_CI field if a valid CI is passed in. | |
| Closure_Product_Category_Tier2 | ||
| Closure_Product_Category_Tier3 | ||
| Closure_Product_Model_Version | ||
| Closure_Product_Name | ||
| Closure_Manufacturer | ||
| Assigned_Suport_Company | These fields represent the assignment information structure. If no value is provided, assignment routing is used. | |
| Assigned_Suport_Organization | ||
| Assigned_Group | ||
| Assignee | ||
| Work_Info_Source | These fields are used to populate a work information record on incident creation. You need to set the value only in the Work_Info_Details field. The other fields contain default values, which can be set later. | |
| Work_Info_SecureLog | ||
| Work_Info_SecureLog | ||
| Work_Info_Details | ||
| Work_Info_Type | ||
| Work_Info_ViewAccess | ||
| WorkInfoAttachment1Name | ||
| WorkInfoAttachment1Data | ||
| WorkInfoAttachment1OrigSize | ||
| TemplateInstanceID | Incident template Instance ID. | |
| Create_Request | A flag to create a Service Request from the interface record. The default value is No. This flag can be set in the Incident Rules form. |
Note
When an incident template is used to create an incident, the field values passed through the interface form overwrite values that are defined in the incident template. With the exception that if a null value is passed through the interface form, the value is replaced from the template. For example, if the product category in the template is Hardware and in the interface form null is passed, the incident product category is set to Hardware.
Add_WorkInfo
The following table lists the input fields used in the Add_WorkInfo operation.
| Input field | Value | Description |
|---|---|---|
| Action | ADD_WORKINFO | A keyword triggers a workflow that initiates the add work information operation. |
| Incident Number | An incident ID with which to update the work information. | |
| Details | Details of the work information. | |
| Communication Source | Optional field. | |
| View access | Optional field. |
Process_Event
Using the Process_Event operation, you can create or update an incident, relate an event to an incident, and consolidate related incidents.
For information about using the Process_Event operation, see Creating incidents and Updating incidents.
Input Field | Value | Description |
|---|---|---|
Action | PROCESS_EVENT | Keyword to trigger the event workflow. |
mc_ueid | Event ID | Event ID of the external system. |
Summary | Incident Summary | Summary of incident. |
CompoentID | ReconID of CI | Used in level 2 incident creation. |
HPD_CI | Name of CI | Name of CI used in level 2 creation. |
Company | Company used in the incident | If no company name is provided, it is derived from Remedy ITSM. |
outboundidentifier | A unique source identifier | Represents the third-party source that created the incident. |
Incident_Type | Not applicable for Process_Event function. | |
Reported_Source | ||
ServiceCI | ||
ServiceCI_ReconID | ||
CI_Name | ||
ReconciliationIdentity | ||
HPD_CI_ReconID | ||
PersonInstanceID | ||
Flag_Create_Request | A flag to create a Service Request from the interface record. The default value is No. This flag can be set in the Incident Rules form. | |
IncidentTemplateID | Incident template instance ID | |
Product_Categorization_Tier_1 | These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the Service_CI field if a valid service is passed in. | |
Product_Categorization_Tier_2 | ||
Product_Categorization_Tier_3 | ||
Product_Model_Version | ||
Product_Name | ||
Manufacturer | ||
Categorization_Tier_1 | These fields represent the operational categorization structure. | |
Categorization_Tier_2 | ||
Categorization_Tier_3 | ||
Closure_Product_Category_Tier1 | These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the HPD_CI field if a valid CI is passed in. | |
Closure_Product_Category_Tier2 | ||
Closure_Product_Category_Tier3 | ||
Closure_Product_Model_Version | ||
Closure_Product_Name | ||
Closure_Manufacturer | ||
Assigned_Support_Company | These fields represent the assignment information structure. If no value is provided, assignment routing is used. | |
Assigned_Support_Organization | ||
Assigned_Group | ||
Assignee | ||
Work_Info_Details | These fields are used to populate a work information record on incident creation. You need to set the value only in the Work_Info_Details field. The other fields contain default values, which can be set later. | |
Work_Info_Source | ||
Work_Info_SecureLog | ||
Work_Info_Type | ||
Work_Info_ViewAccess | ||
WorkInfoAttachment1Name | ||
WorkInfoAttachment1Data | ||
WorkInfoAttachment1OrigSize | ||
policy_type | For BMC internal use only. | |
policy_name | For BMC internal use only. | |
use_case | For BMC internal use only. | |
Impact_OR_Root | For BMC internal use only. | |
root_component_id_list | For BMC internal use only. | |
cell_name | For BMC internal use only. | |
Created_By | For BMC internal use only. | |
Status_Event | For BMC internal use only. | |
Component_SubStatus | For BMC internal use only. | |
isSubStatusEnabled | For BMC internal use only. | |
TMP_StatusReason | For BMC internal use only. | |
TMP_Status | For BMC internal use only. | |
bOrphanedRoot | For BMC internal use only. | |
prop_destination | For BMC internal use only. | |
Incident_For | For BMC internal use only. | |
TimeOfEvent | For BMC internal use only. | |
Resolution | For BMC internal use only. | |
EventData | For BMC internal use only. | |
EventMOM | For BMC internal use only. | |
EventSource | For BMC internal use only. | |
EventPriority | For BMC internal use only. | |
EventSeverity | For BMC internal use only. | |
EventURL1 | For BMC internal use only. | |
EventURL2 | For BMC internal use only. | |
EventDetectedAt | For BMC internal use only. | |
EventArrivedAtServer | For BMC internal use only. |
Comments
The input field for template instance ID is actually called TemplateInstanceID, not TemplateID
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