Sending tickets via HelixITSM.bat

Replace the following placeholders in the HelixITSM.bat file:

• <BASEURL>—BMC Helix Portal URL that supports REST API endpoints for your installed BMC Helix ITSM Server (AR Server)
• <USER>—BMC Helix ITSM server user with permission to create incidents on the BMC Helix ITSM Server
• <PASSWORD>—Password for the BMC Helix ITSM server user
• <FIRSTNAME>—First name for the Customer field of the created incident, as defined in the BMC Helix ITSM server
• <LASTNAME>— Last name for the Customer field of the created incident, as defined in the BMC Helix ITSM server

The HelixITSM.bat file has the following default values:

• Description (displayed as Summary in the user interface) is fetched from the Alert Message / Ticket Text field (Alerts > Counters tab).

• Urgency is prioritized from the Alert/Ticket Severity (Messages > Catalogs > Severities) as follows:

  BMC Helix ITSM Urgency value	BMC AMI Command Center for Security Severity value
  4-Low	debug and info
  3-Medium	notice and warning
  2-High	error and critical
  1-Critical	alert and emergency

• Impact is set as 3-Moderate/Limited.
  
• Reported Source is set as Other.

• Service_Type (displayed as Incident Type in the user interface) is set as Security Incident.
  
  
  
  You can customize the default values in the HelixITSM.bat file:

  @echo OFF
  
  REM: # Helix ITSM Incident Creation Program.
  
  REM: Used variables
  set baseurl="<BASEURL>"
  set user="<USER>"
  set pwd="<PASSWORD>"
  set firstname="<FIRSTNAME>"
  set lastname="<LASTNAME>"
  
  REM: Incident Urgency
  set tsev=%T_SEVERITY%
  set tmsg=%T_MESSAGE%
  
  REM: Decide urgency as per severity of the ticket
  if "%tsev%"=="debug"     set turgency="4-Low"
  if "%tsev%"=="info"      set turgency="4-Low"
  if "%tsev%"=="notice"    set turgency="3-Medium"
  if "%tsev%"=="warning"   set turgency="3-Medium"
  if "%tsev%"=="error"     set turgency="2-High"
  if "%tsev%"=="critical"  set turgency="2-High"
  if "%tsev%"=="alert"     set turgency="1-Critical"
  if "%tsev%"=="emergency" set turgency="1-Critical"
  
  REM: Check whether curl is available
  where curl
  if not errorlevel 0 (
     echo curl not available!
     exit 1
  )
  
  for /F %%I in ('curl.exe -s -X POST %baseurl%/api/jwt/login -H "Content-type: application/x-www-form-urlencoded" -d "username=%user%&password=%pwd%"') do set authtoken=%%I
  
  REM: Call Complete
  REM: echo %authtoken%
  
  REM: Incident Creation using HPD:IncidentInterface_Create Interface
  curl -s -X POST %baseurl%/api/arsys/v1/entry/HPD:IncidentInterface_Create/ ^
  -H "Content-type:application/json" ^
  -H "Authorization:%authtoken%" ^
  -d "{\"values\": {\"First_Name\": \"%firstname%\",\"Last_Name\": \"%lastname%\",\"Description\": \"%tmsg%\",\"Impact\": \"3-Moderate/Limited\",\"Urgency\": \"%turgency%\",\"Status\": \"New\",\"Reported Source\": \"Other\",\"Service_Type\": \"Security Incident\" }}"
  
  REM: Expire the used auth token
  curl -s -X POST %baseurl%/api/jwt/logout -H "Authorization:%authtoken%"
  
  echo Execution complete.
  exit 0