Considerations for BMC ITSM Incident Management
Successful integration of partner systems requires deep knowledge of the ITSM Incident Management process. A complete description of the ITSM module Incident Management is given by the BMC Software product documentation.
This chapter provides information, necessary for partners to successfully implement the E-Bonding Runbook interface.
The section describes the usage of the ITSM Incident Management Status values through E-Bonding Runbook operations.
With the operations "incCreateTicket" or "incCreateTicketByTemplate", the ticket status must be set New (or 0) always. Creation of a ticket through E-Bonding Runbook can result in the following states:
The ITSM system leaves the ticket status to New
The ITSM system changes the ticket status to Assigned if
- the XML request contains valid Assignment information
- ITSM assignment rules have been configured
If a partner system changes the ticket status to Assigned (operation incUpdateTicket), then a value for the Assignment LoginID is required.
Status Work in Progress
No additional requirements.
If a partner system changes the ticket status to Pending (operation incUpdateTicket), then a value for the Status Reason field is required.
If a partner system changes the ticket status to Resolved (operation incUpdateTicket), then a value for the Status Reason and Resolution field is required.
From this point of time on, no tasks can be sent to ITSM anymore.
ITSM closes resolved tickets automatically after a configured amount of days. Partner systems can change the status to Closed by usage of the operation incUpdateTicket.
Partner systems can change the status to Cancelled by usage of the operation incUpdateTicket.
The table provides information regarding status values and incident phases:
Figure 64 Incident Status and Phases
Partner system can use the E-Bonding Runbook operations inCreateTask and incCreateTaskByTemplate to create new Tasks in ITSM.
Interface partner must implement this ITSM rules:
- Transmitted Tasks are always created in sequence
- The sequence number is always calculated as the highest number and new Tasks are added at the end of the Task list
- Tasks can only be created in the Incident ticket status New, Assigned, Pending or Work In Progress