Incident service interface

Communication into BMC Remedy IT Service Management (BMC 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:

http://<mid-tier server>:<port>/arsys/WSDL/public/<AR Servername>/HPD_IncidentServiceInterface

After the WSDL is loaded, the following authentication information is provided in the headers:

<urn:AuthenticationInfo>
		<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 fieldValueDescriptionLevel
Minimum required fields
ActionPROCESS_EVENTKeyword to trigger the event workflow1 and 2
mc_ueidEvent IDEvent ID of the external system1 and 2
SummaryIncident summary
  • Level 1: Required

  • Level 2: Predefined

1
Component ID/HPD_CICI IdentifierReconciliation ID/name of CI that the event occurred on2
Optional fields
CompanyCompany used in the incidentIf the company is not provided, it is derived from BMC Remedy ITSM1 and 2
outboundidentifierA unique source identifierRepresents the third-party source that created the incident.1 and 2
AssigneeA valid name of an assigneeRepresents the assignment information structure.1 and 2
Assigned_GroupA valid name of a support groupRepresents the assignment information structure.1 and 2
Assigned_Suport_OrganizationA valid name of a support organizationRepresents the assignment information structure.1 and 2
Assigned_Suport_CompanyA valid name of a support companyRepresents the assignment information structure.1 and 2

For a complete list of process event fields, see Process_Event.

Level 1 sample create XML
<urn: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>
Level 2 sample create XML
<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 fieldValueDescription

mc_ueid OR Incident Number

Event ID OR Incident number

Event ID of the external system or incident number

  • Level 1: Used for update

  • Level 2: Used for update or creation (depending on consolidation flag)

Component ID OR HPD_CI

CI identifierReconciliation ID or name of the CI that the event occurred on; used in Level 2
ImpactValid impact value

The following are valid impact values:

1 - Extensive/Widespread

2 - Significant/Large

3 - Moderate/Limited

4 - Minor/Localized

UrgencyValid urgency value

The following are valid urgency values:

1 - Critical

2 - High

3 - Medium

4 - Low

Incident StatusValid BMC Remedy ITSM incident statusUsed to resolve an incident
Incident Status ReasonValid BMC Remedy ITSM incident status reasonUsed to resolve an incident with a reason description; typically set to Automated
Work_Info_NotesEvent textAdditional information about an incident
Level 1 sample update XML
<urn:Process_Event>         
	<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>
Level 2 sample update XML
<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>
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