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 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	Level 1: Required Level 2: Predefined	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 BMC 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.

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 field	Value	Description
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 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 BMC Remedy ITSM incident status	Used to resolve an incident
Incident Status Reason	Valid BMC 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

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>

Incident service interface

Creating an incident

Updating an incident

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