There are 10 generic Temp fields (Temp_Value1, Temp_Value2, ... Temp_Value10) in the defaultmapping.map file that can be used to extend the integration between Infrastructure Management and BMC Remedy ITSM. The fields from the defaultmapping.map file map to the fields in the HPD_IncidentServiceInterface web service. The web service fields then map to the HPD:ServiceInterface form fields. You can create custom workflow on the fields to store information sent from BMC TrueSight.
For example, If you have event-specific criteria that determine to which group the resulting ticket will get assigned to, you must map assignment information available in the BMC TrueSight Infrastructure Management event slots to the HPD:ServiceInterface fields. You then add workflow on the temp fields to set the appropriate assignment fields on the interface form.
The following sections provide examples for creating required mappings.
Search for the following section in this map:
Temp_Value2= “Support Company1”
Temp_Value3= “Support Org1”
$Assigned Group$ = 'z1D_WSTemp01'
$Assigned Support Company$ = 'z1D_WSTemp02'
$Assigned Support Organization$ = 'z1d_WSTemp03'
This filter gets the appropriate Group ID needed for incident submission.
You must set all the three assignment values in the new filter: Assigned Support Company, Organization, and Group because these three values are required to retrieve the correct Assignment Group ID. The newly created filter will not work if any of one of the assignment values is not set.