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.

Incident Status

The section describes the usage of the ITSM Incident Management Status values through E-Bonding Runbook operations.
Status New
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


Status Assigned
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.
Status Pending
If a partner system changes the ticket status to Pending (operation incUpdateTicket), then a value for the Status Reason field is required.
Status Resolved
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.
Status Closed
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.
Status Cancelled
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

Incident Tasks

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



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