Incident service interface
Communication into Remedy IT Service Management (Remedy ITSM) is done via a web service SOAP interface. The Process_Event function is used to handle events that come in from outside sources. When an incident is created or updated, the incident ID is returned in the response object.
To enable the SOAP interface to be consumed by the client, load the following WSDL:
After the WSDL is loaded, the following authentication information is provided in the headers:
<urn:userName> </urn:userName>
<urn:password></urn:password>
<!--Optional:-->
<urn:authentication></urn:authentication>
<urn:locale></urn:locale>
<urn:timeZone></urn:timeZone>
</urn:AuthenticationInfo>
Creating an incident
The following table lists required and optional fields in the Process_Event function for an incident to be created:
Web service field | Value | Description | Level |
|---|---|---|---|
Minimum required fields | |||
Action | PROCESS_EVENT | Keyword to trigger the event workflow | 1 and 2 |
mc_ueid | Event ID | Event ID of the external system | 1 and 2 |
Summary | Incident summary |
| 1 |
Component ID/HPD_CI | CI Identifier | Reconciliation ID/name of CI that the event occurred on | 2 |
Optional fields | |||
Company | Company used in the incident | If the company is not provided, it is derived from Remedy ITSM | 1 and 2 |
outboundidentifier | A unique source identifier | Represents the third-party source that created the incident. | 1 and 2 |
Assignee | A valid name of an assignee | Represents the assignment information structure. | 1 and 2 |
Assigned_Group | A valid name of a support group | Represents the assignment information structure. | 1 and 2 |
Assigned_Suport_Organization | A valid name of a support organization | Represents the assignment information structure. | 1 and 2 |
Assigned_Suport_Company | A valid name of a support company | Represents the assignment information structure. | 1 and 2 |
For a complete list of process event fields, see Process_Event.
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<urn:Summary></urn:Summary>
<!--Optional:-->
<urn:Company></urn:Company>
<!-- Plus other optional values…-->
</urn:Process_Event>
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<urn:HPD_CI></urn:HPD_CI>
<!-- OR use the Component_ID Instead of HPD_CI-->
<!--Optional:-->
<urn:Company></urn:Company>
<urn:Summary></urn:Summary>
<!-- Plus other optional values…-->
</urn:Process_Event>
Updating an incident
Updating an incident requires that the event ID and other information be passed in. The following items can be updated in an incident:
- Incident status (resolving an incident)
- Impact and urgency
- Informational notes about the incident
The following table lists the fields that are populated when an incident is updated:
Web service field | Value | Description |
|---|---|---|
mc_ueid OR Incident Number | Event ID OR Incident number | Event ID of the external system or incident number
|
Component ID OR HPD_CI | CI identifier | Reconciliation ID or name of the CI that the event occurred on; used in Level 2 |
Impact | Valid impact value | The following are valid impact values: 1 - Extensive/Widespread 2 - Significant/Large 3 - Moderate/Limited 4 - Minor/Localized |
Urgency | Valid urgency value | The following are valid urgency values: 1 - Critical 2 - High 3 - Medium 4 - Low |
Incident Status | Valid Remedy ITSM incident status | Used to resolve an incident |
Incident Status Reason | Valid Remedy ITSM incident status reason | Used to resolve an incident with a reason description; typically set to Automated |
Work_Info_Notes | Event text | Additional information about an incident |
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<!-- OR use the Incident_Number Instead of mc_ueid-->
<!--Optional:-->
<urn:Impact></urn:Impact>
<urn:Urgency></urn:Urgency>
<urn:Work_Info_Details></urn:Work_Info_Details>
<urn:Incident_Status></urn:Incident_Status>
<urn:Incident_Status_Reason></urn:Incident_Status_Reason>
<!-- Plus other optional values…-->
</urn:Process_Event>
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<!-- OR use the Incident_Number Instead of mc_ueid-->
<urn:HPD_CI></urn:HPD_CI>
<!-- OR use the Component_ID Instead of HPD_CI-->
<!--Optional:-->
<urn:Summary></urn:Summary>
<urn:Impact></urn:Impact>
<urn:Urgency></urn:Urgency>
<urn:Work_Info_Details></urn:Work_Info_Details>
<urn:Incident_Status></urn:Incident_Status>
<urn:Incident_Status_Reason></urn:Incident_Status_Reason>
<!-- Plus other optional values…-->
</urn:Process_Event>