Using HPD_ IncidentOutboundEvent web service

Using the HPD_ IncidentOutboundEvent web service, you can poll against Remedy IT Service Management (Remedy ITSM) to retrieve information about incidents generated from an event management system.

After an incident record is created in the outbound form, an external system can access the record using the HPD_IncidentOutboundEvent web service. This web service provides the capability to query Remedy ITSM for changes throughout the lifecycle of an incident.

Accessing the web service

Access this web service using the following URL format:

http://my_Midtier_Server:8080/arsys/WSDL/public/my_ARServer>/HPD_IncidentOutboundEvent

Web service operations

The following operations are available in the HPD_IncidentOutboundEvent web service:

OperationDescription
GetEvents Returns a list of incident events that match the qualification.
UpdateTimestampUpdates the last polled timestamp of the matching records.

Note

For outbound records to be created, you must populate the Outbound Identifier field (outboundidentifier) in the HPD:Help Desk form through the HPD:ServiceInterface form. For more information about the IncidentServiceInterface fields, see Creating incidents.

GetEvents

Use the GetEvents operation to retrieve information about incident events that have been created and updated.

Input fieldValueDescription

Qualification

A valid AR System qualification

A keyword triggers a workflow that initiates the create operation.  An example of a typical qualification would be:

‘LastPollTimeStamp’ <= “current timestamp” And ‘instance_name’ = “<outbound identifier value>”

The above example returns all records that are updated since the last time the update timestamp operation was run.

Note: The field ‘Outbound Identifier’ on the HPD:ServiceInterface and HPD:HelpDesk forms maps to the ‘instance_name’ field on the HPD:IncidentOutboundEvent form.

The following table lists the fields of each incident event record returned:

Output fieldDescription

IncidentNumber

ID of incident created from the event

msg

Incident Summary

incident_notes

Incident Notes

incident_status

Incident Status

status_reason

Incident Status Reason

Company

Company incident was created on

Assigned_Group

Assigned group of incident

incident_assignee

Assignee of incident

incident_priority

Incident priority

EventId

ID of event that generated the incident

component_id

Reconciliation ID of the CI the incident was created against

Temp Fields 1-10

There are 10 temporary fields that can be used to return additional information about the incident.

incident_submitter

Used internally

component_name

Used internally

component_status

Used internally

original_priority

Used internally

cell_name

Used internally

original_Cell_name

Used internally

impact_roots

Used internally

bOrphanedRoot

Used internally

use_case

Used internally

submitDate

Used internally

manually_created_incident

Used internally

prop_destination

Used internally

modified_Date

Used internally

date_time

Used internally

UpdateTimestamp

The following table lists the input fields used in the UpdateTimestamp operation.  All that is required is the instance_name.  If no LastPollTimeStamp value is passed, the current date/time will be used.

Input fieldvalueDescription

instance_name

Unique identifier

A unique identifier to identify what external source created the incident.  If there are multiple event management systems, this value enables you to query and update only records created by the specific system.

Note: The field ‘Outbound Identifier’ on the HPD:ServiceInterface and HPD:HelpDesk forms maps to the ‘instance_name’ field on the HPD:IncidentOutboundEvent form.

Action

UPDATETIMESTAMP

Keyword used to trigger workflow.

LastPollTimeStamp

Timestamp of last polled

If no value is provided, the current Date/time is used.

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