This chapter describes the available use cases for the Change Management module.

Change Request

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy ITSM Change Ticket. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Ticket to ITSM

This use case describes how a partner system can send information from his ticket system via E-Bonding Runbook to a BMC Remedy ITSM Suite. With this information, a new ticket is created in ITSM.
E-Bonding Runbook Message: chgCreateTicket
E-Bonding Runbook Message XSDs:

• chgCreateTicketRequest.xsd
• chgCreateTicketResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateTicketRequest.xml
• chgCreateTicketResponse.xml

XML Request Format (Body Part):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketRequest chgCreateTicketRequest.xsd ">
<bgi:General>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:RiskLevel>0</bgi:RiskLevel>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>

Figure 1 chgCreateTicket Request XML Sample (Part 1)
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:CoordinatorLoginID>bgi:CoordinatorLoginID
</bgi:CoordinatorLoginID>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:ManagerLoginID>bgi:ManagerLoginID</bgi:ManagerLoginID>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
</bgi:Dates>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 2 chgCreateTicket Request XML Sample (Part 2)

XML Response Format (Body Part PACK):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketResponse chgCreateTicketResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:RiskLevel>0</bgi:RiskLevel>
<bgi:ApprovalStatus>0</bgi:ApprovalStatus>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
<bgi:PerformanceRating>0</bgi:PerformanceRating>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
Figure 3 chgCreateTicket Response XML Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:Coordinator>bgi:Coordinator</bgi:Coordinator>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:Manager>bgi:Manager</bgi:Manager>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
<bgi:CompletedDate>0</bgi:CompletedDate>
</bgi:Dates>
<bgi:ChangeTimes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
<bgi:TimeSpentMin>0</bgi:TimeSpentMin>
<bgi:TotalTimeSpentMin>0</bgi:TotalTimeSpentMin>
</bgi:ChangeTimes>
Figure 4 chgCreateTicket Response XML Sample (Part 2)
<bgi:Financials>
<bgi:ActualTotalTime>0</bgi:ActualTotalTime>
<bgi:BudgetEstimatedTotalTime>0</bgi:BudgetEstimatedTotalTime>
<bgi:CalculationUnitType>0</bgi:CalculationUnitType>
</bgi:Financials>
<bgi:SLM>
<bgi:NextTargetDate>0</bgi:NextTargetDate>
<bgi:SLABreachException>bgi:SLABreachException</bgi:SLABreachException>
<bgi:SLABreachReason>bgi:SLABreachReason</bgi:SLABreachReason>
<bgi:SLMStatus>0</bgi:SLMStatus>
<bgi:TotalEscalations>0</bgi:TotalEscalations>
</bgi:SLM>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:SRID>bgi:SRID</bgi:SRID>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 5 chgCreateTicket Response XML Sample (Part 3)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook Object_Change Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook Object_Change Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• ChangeType
• Status
• Impact
• Urgency
• RiskLevel
• ChangeClass
• TimingReason
• ChangeReason
• BusinessJustification
• Environment
• VendorAssignmentStatus

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• Company
• Region
• SiteGroup
• Site
• ServiceCI
• RequestedBy*
• RequestedFor*
• ProductCategorization
• OperationalCategorization
• ChangeCoordinator
• ChangeManager
• Vendor

* The element blocks <bgi:RequestedBy> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends new Ticket to ITSM (Template)

This use case describes how a partner system can send information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. The ticket is created with data from the Change Template, configured in ITSM.
E-Bonding Runbook Message: chgCreateTicketByTemplate
E-Bonding Runbook Message XSDs:

• chgCreateTicketByTemplateRequest.xsd
• chgCreateTicketByTemplateResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateTicketByTemplateRequest.xml
• chgCreateTicketByTemplateResponse.xml

XML Request Format (Body Part):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketByTemplateRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketByTemplateRequest chgCreateTicketByTemplateRequest.xsd ">
<bgi:General>
<bgi:ChangeTemplateName>bgi:ChangeTemplateName</bgi:ChangeTemplateName>
</bgi:General>
<bgi:RequestedBy>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
</bgi:Change>
Figure 6 chgCreateTicketByTemplate XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketByTemplateResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketByTemplateResponse chgCreateTicketByTemplateResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:RiskLevel>0</bgi:RiskLevel>
<bgi:ApprovalStatus>0</bgi:ApprovalStatus>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
<bgi:PerformanceRating>0</bgi:PerformanceRating>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
Figure 7 chgCreateTicketByTemplate Response XML Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:Coordinator>bgi:Coordinator</bgi:Coordinator>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:Manager>bgi:Manager</bgi:Manager>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
<bgi:CompletedDate>0</bgi:CompletedDate>
</bgi:Dates>
<bgi:ChangeTimes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
<bgi:TimeSpentMin>0</bgi:TimeSpentMin>
<bgi:TotalTimeSpentMin>0</bgi:TotalTimeSpentMin>
</bgi:ChangeTimes>
Figure 8 chgCreateTicketByTemplate Response XML Sample (Part 2)
<bgi:Financials>
<bgi:ActualTotalTime>0</bgi:ActualTotalTime>
<bgi:BudgetEstimatedTotalTime>0</bgi:BudgetEstimatedTotalTime>
<bgi:CalculationUnitType>0</bgi:CalculationUnitType>
</bgi:Financials>
<bgi:SLM>
<bgi:NextTargetDate>0</bgi:NextTargetDate>
<bgi:SLABreachException>bgi:SLABreachException</bgi:SLABreachException>
<bgi:SLABreachReason>bgi:SLABreachReason</bgi:SLABreachReason>
<bgi:SLMStatus>0</bgi:SLMStatus>
<bgi:TotalEscalations>0</bgi:TotalEscalations>
</bgi:SLM>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:SRID>bgi:SRID</bgi:SRID>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 9 chgCreateTicketByTemplate Response XML Sample (Part 3)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook Object_Change Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook Object_Change Excel Sheet.

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values which can be written in these fields are defined in a different part of ITSM and cannot be set freely. For that fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• ChangeTemplateName
• RequestedBy*
• RequestedFor*

* The element blocks <bgi:RequestedBy> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends Ticket Update to ITSM

This use case describes how a partner system can send updates from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, an existing Change Ticket is modified in ITSM.
The use case covers also all established requirements e.g. sending status updates.
E-Bonding Runbook Message: chgUpdateTicket
E-Bonding Runbook Message XSDs:

• chgUpdateTicketRequest.xsd
• chgUpdateTicketResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgUpdateTicketRequest.xml
• chgUpdateTicketResponse.xml

XML Request Format (Body Part):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgUpdateTicketRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgUpdateTicketRequest chgUpdateTicketRequest.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:RiskLevel>0</bgi:RiskLevel>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
Figure 10 chgUpdateTicket XML Request Sample (Part 1)
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup
</bgi:CoordinatorGroup>
<bgi:CoordinatorLoginID>bgi:CoordinatorLoginID
</bgi:CoordinatorLoginID>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:ManagerLoginID>bgi:ManagerLoginID</bgi:ManagerLoginID>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
</bgi:Dates>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 11 chgUpdateTicket XML Request Sample (Part 2)
XML Response Format (Body Part PACK):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgUpdateTicketResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgUpdateTicketResponse chgUpdateTicketResponse.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
</bgi:General>
</bgi:Change>

Figure 12 chgUpdateTicket XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook Object_Change Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook Object_Change Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.
• Updates of field values follow the ITSM rules. E-Bonding Runbook does not validate of the ITSM process is met.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• ChangeType
• Status
• Impact
• Urgency
• RiskLevel
• ChangeClass
• TimingReason
• ChangeReason
• BusinessJustification
• Environment
• VendorAssignmentStatus

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• Company
• Region
• SiteGroup
• Site
• ServiceCI
• RequestedBy*
• RequestedFor*
• ProductCategorization
• OperationalCategorization
• ChangeCoordinator
• ChangeManager
• Vendor

* The element blocks <bgi:RequestedBy> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner Request – Search for Ticket IDs

This use case describes how a partner system can request a certain Change Ticket via E-Bonding Runbook message. As result a list of ITSM Change IDs is delivered back to the partner.
E-Bonding Runbook Message: chgGetListOfIDs
E-Bonding Runbook Message XSDs:

• chgGetListOfIDsRequest.xsd
• chgGetListOfIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetListOfIDsRequest.xml
• chgGetListOfIDsResponse.xml

XML Request Format (Body Part):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfIDsRequest chgGetListOfIDsRequest.xsd ">
<bgi:General>
<bgi:ARSQuery>bgi:ARSQuery</bgi:ARSQuery>
</bgi:General>
</bgi:Change>

Figure 13 chgGetListOfIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfIDsResponse chgGetListOfIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:ChangesList>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
</bgi:ChangesList>
</bgi:Change>
Figure 14 chgGetListOfIDs XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• The value for "bgi:ARSQuery" should be aligned per E-Bonding Runbook partner. The format for a query string follows the Remedy ARS format:
  • e.g. 'FELD ID' = "SEARCHVALUE"
  • Allowed logical operators can be gathered from the Remedy ARS documentation.

Partner Request – Ticket Details

This use case describes how a partner system can request detailed information for a Change Ticket. For the request, the ITSM Ticket ID is needed. As a result, all available ITSM Change information is delivered back to the partner.
E-Bonding Runbook Message: chgGetTicketDetails
E-Bonding Runbook Message XSDs:

• chgGetTicketDetailsRequest.xsd
• chgGetTicketDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetTicketDetailsRequest.xml
• chgGetTicketDetailsResponse.xml

XML Request Format (Body Part):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgGetTicketDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetTicketDetailsRequest chgGetTicketDetailsRequest.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
</bgi:General>
</bgi:Change>

Figure 15 chgGetTicketDetails XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgGetTicketDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetTicketDetailsResponse chgGetTicketDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count> <bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:RiskLevel>0</bgi:RiskLevel>
<bgi:ApprovalStatus>0</bgi:ApprovalStatus>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
<bgi:PerformanceRating>0</bgi:PerformanceRating>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>

Figure 16 chgGetTicketDetails XML Response Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:Coordinator>bgi:Coordinator</bgi:Coordinator>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:Manager>bgi:Manager</bgi:Manager>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
<bgi:CompletedDate>0</bgi:CompletedDate>
</bgi:Dates>
<bgi:ChangeTimes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
<bgi:TimeSpentMin>0</bgi:TimeSpentMin>
<bgi:TotalTimeSpentMin>0</bgi:TotalTimeSpentMin>
</bgi:ChangeTimes>

Figure 17 chgGetTicketDetails XML Response Sample (Part 2)
<bgi:Financials>
<bgi:ActualTotalTime>0</bgi:ActualTotalTime>
<bgi:BudgetEstimatedTotalTime>0</bgi:BudgetEstimatedTotalTime>
<bgi:CalculationUnitType>0</bgi:CalculationUnitType>
</bgi:Financials>
<bgi:SLM>
<bgi:NextTargetDate>0</bgi:NextTargetDate>
<bgi:SLABreachException>bgi:SLABreachException</bgi:SLABreachException>
<bgi:SLABreachReason>bgi:SLABreachReason</bgi:SLABreachReason>
<bgi:SLMStatus>0</bgi:SLMStatus>
<bgi:TotalEscalations>0</bgi:TotalEscalations>
</bgi:SLM>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:SRID>bgi:SRID</bgi:SRID>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 18 chgGetTicketDetails XML Response Sample (Part 3)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook Object_Change Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook Object_Change Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Partner Ticket Unsubscribe

In certain cases, it can be necessary to delete the link between a partner system and E-Bonding Runbook and therefor ITSM for certain Changes.
Once E-Bonding Runbook has sent a ticket to a partner system the partner system is kept synchronous for the respective Change Ticket via the E-Bonding Runbook Event Engine.
This use case describes how a partner system can delete the ticket link actively. This can be necessary e.g. in case of a routing error.
E-Bonding Runbook Message: chgUnsubscribeTicket
E-Bonding Runbook Message Sample XMLs: chgUnsubscribeTicketRequest.xml
Remarks:

• The request chgUnsubscribeTicket does not contain a E-Bonding Runbook Body Content. The known E-Bonding Runbook header is used.
• The operation chgUnsubscribeTicket works synchronous in difference to other E-Bonding Runbook operations. That means that a partner receives a synchronous response in the form of a DACK back. No PACK Request is generated.

ITSM sends new Ticket to Partner

This use case describes how a Change Ticket created in ITSM can be sent via E-Bonding Runbook to a partner system. Details to E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendCreateTicket
E-Bonding Runbook Message XSD: chgSendCreateTicket.xsd
E-Bonding Runbook Message Sample XML: chgSendCreateTicket.xml

XML Request Format:
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgSendCreateTicket"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendCreateTicket chgSendCreateTicket.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:RiskLevel>0</bgi:RiskLevel>
<bgi:ApprovalStatus>0</bgi:ApprovalStatus>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
<bgi:PerformanceRating>0</bgi:PerformanceRating>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
Figure 19 chgSendCreateTicket XML Request Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:Coordinator>bgi:Coordinator</bgi:Coordinator>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:Manager>bgi:Manager</bgi:Manager>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
<bgi:CompletedDate>0</bgi:CompletedDate>
</bgi:Dates>
<bgi:ChangeTimes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
<bgi:TimeSpentMin>0</bgi:TimeSpentMin>
<bgi:TotalTimeSpentMin>0</bgi:TotalTimeSpentMin>
</bgi:ChangeTimes>
Figure 20 chgSendCreateTicket XML Request Sample (Part 2)
<bgi:Financials>
<bgi:ActualTotalTime>0</bgi:ActualTotalTime>
<bgi:BudgetEstimatedTotalTime>0</bgi:BudgetEstimatedTotalTime>
<bgi:CalculationUnitType>0</bgi:CalculationUnitType>
</bgi:Financials>
<bgi:SLM>
<bgi:NextTargetDate>0</bgi:NextTargetDate>
<bgi:SLABreachException>bgi:SLABreachException
</bgi:SLABreachException>
<bgi:SLABreachReason>bgi:SLABreachReason</bgi:SLABreachReason>
<bgi:SLMStatus>0</bgi:SLMStatus>
<bgi:TotalEscalations>0</bgi:TotalEscalations>
</bgi:SLM>
<bgi:Tasks Count="0">
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:Tasks>
<bgi:WorkInfos Count="0">
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:WorkInfos>
<bgi:TicketRelations Count="0">
<bgi:TicketRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID
</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID
</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID
</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000
</bgi:SourceAssociationType>
</bgi:Source>
</bgi:TicketRelation>
</bgi:TicketRelations>
<bgi:CIRelations Count="0">
<bgi:CIRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID
</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID
</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID
</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000
</bgi:SourceAssociationType>
</bgi:Source>
</bgi:CIRelation>
</bgi:CIRelations>
Figure 21 chgSendCreateTicket XML Request Sample (Part 3)
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:SRID>bgi:SRID</bgi:SRID>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 22 chgSendCreateTicket XML Request Sample (Part 4)
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook Object_Change Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook Object_Change Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• ChangeType
• Status
• Impact
• Urgency
• RiskLevel
• ChangeClass
• TimingReason
• ChangeReason
• BusinessJustification
• Environment
• VendorAssignmentStatus

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• Company
• Region
• SiteGroup
• Site
• ServiceCI
• RequestedBy*
• RequestedFor*
• ProductCategorization
• OperationalCategorization
• ChangeCoordinator
• ChangeManager
• Vendor

Note to lists:
The E-Bonding Runbook message chgSendCreateTicket sends a complete extract of the ITSM Change at the time of the triggering event. Therein also all relations are contained which can be processed by E-Bonding Runbook:

• List of related Work Info IDs
• List of related Task IDs
• List of related CI Relations (IDs)
• List of related Change Ticket Relations (IDs)

A partner system can use the ID lists to request details for the respective ITSM objects. For that the get… messages described here can be used.

ITSM sends Ticket Update to Partner

This use case describes how a Change Ticket modified in ITSM can be sent via E-Bonding Runbook to a partner system. Details about E-Bonding Runbook Events can be gathered from chapter 3 . The use case covers also all established requirements e.g. sending status updates. For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendUpdateTicket
E-Bonding Runbook Message XSD: chgSendUpdateTicket.xsd
E-Bonding Runbook Message Sample XML: chgSendUpdateTicket.xml

XML Request Format:
<?xml version="1.0" encoding="UTF-8"?>
<bgi:Change xmlns:bgi="http://www.vipcon.com/BGI/chgSendUpdateTicket"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendUpdateTicket chgSendUpdateTicket.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:ChangeType>1000</bgi:ChangeType>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:RiskLevel>0</bgi:RiskLevel>
<bgi:ApprovalStatus>0</bgi:ApprovalStatus>
</bgi:General>
<bgi:ChangeLocation>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:ChangeLocation>
<bgi:RequestedBy>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedBy>
<bgi:RequestedFor>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:MiddleInitial>bgi:MiddleInitial</bgi:MiddleInitial>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
</bgi:RequestedFor>
<bgi:ChangeClassification>
<bgi:ChangeClass>1000</bgi:ChangeClass>
<bgi:TimingReason>1000</bgi:TimingReason>
<bgi:ChangeReason>1000</bgi:ChangeReason>
<bgi:BusinessJustification>0</bgi:BusinessJustification>
<bgi:Environment>1000</bgi:Environment>
<bgi:PerformanceRating>0</bgi:PerformanceRating>
</bgi:ChangeClassification>
<bgi:OperationalCategory>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategory>
Figure 23 chgSendUpdateTicket XML Request Sample (Part 1)

<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:ChangeCoordinator>
<bgi:CoordinatorCompany>bgi:CoordinatorCompany
</bgi:CoordinatorCompany>
<bgi:CoordinatorOrganization>bgi:CoordinatorOrganization
</bgi:CoordinatorOrganization>
<bgi:CoordinatorGroup>bgi:CoordinatorGroup</bgi:CoordinatorGroup>
<bgi:Coordinator>bgi:Coordinator</bgi:Coordinator>
</bgi:ChangeCoordinator>
<bgi:ChangeManager>
<bgi:ManagerCompany>bgi:ManagerCompany</bgi:ManagerCompany>
<bgi:ManagerOrganization>bgi:ManagerOrganization
</bgi:ManagerOrganization>
<bgi:ManagerGroup>bgi:ManagerGroup</bgi:ManagerGroup>
<bgi:Manager>bgi:Manager</bgi:Manager>
</bgi:ChangeManager>
<bgi:Vendor>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber</bgi:VendorTicketNumber>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorReportedDate>0</bgi:VendorReportedDate>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOnDate>0</bgi:VendorRespondedOnDate>
</bgi:Vendor>
<bgi:Dates>
<bgi:EarliestStartDate>0</bgi:EarliestStartDate>
<bgi:TargetDate>0</bgi:TargetDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:RequestedStartDate>0</bgi:RequestedStartDate>
<bgi:RequestedEndDate>0</bgi:RequestedEndDate>
<bgi:CompletedDate>0</bgi:CompletedDate>
</bgi:Dates>
<bgi:ChangeTimes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
<bgi:TimeSpentMin>0</bgi:TimeSpentMin>
<bgi:TotalTimeSpentMin>0</bgi:TotalTimeSpentMin>
</bgi:ChangeTimes>
Figure 24 chgSendUpdateTicket XML Request Sample (Part 2)
<bgi:Financials>
<bgi:ActualTotalTime>0</bgi:ActualTotalTime>
<bgi:BudgetEstimatedTotalTime>0</bgi:BudgetEstimatedTotalTime>
<bgi:CalculationUnitType>0</bgi:CalculationUnitType>
</bgi:Financials>
<bgi:SLM>
<bgi:NextTargetDate>0</bgi:NextTargetDate>
<bgi:SLABreachException>bgi:SLABreachException</bgi:SLABreachException>
<bgi:SLABreachReason>bgi:SLABreachReason</bgi:SLABreachReason>
<bgi:SLMStatus>0</bgi:SLMStatus>
<bgi:TotalEscalations>0</bgi:TotalEscalations>
</bgi:SLM>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:SRID>bgi:SRID</bgi:SRID>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Change>

Figure 25 chgSendUpdateTicket XML Request Sample (Part 3)
Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• ChangeType
• Status
• Impact
• Urgency
• RiskLevel
• ChangeClass
• TimingReason
• ChangeReason
• BusinessJustification
• Environment
• VendorAssignmentStatus

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• Company
• Region
• SiteGroup
• Site
• ServiceCI
• RequestedBy*
• RequestedFor*
• ProductCategorization
• OperationalCategorization
• ChangeCoordinator
• ChangeManager
• Vendor

Change Task

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy ITSM Tasks. Within the E-Bonding Runbook Change module Tasks can be processed only in combination with Change Tickets. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Task to ITSM

This use case describes how a partner system can send task information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, a new task is created und related to an existing Change Ticket.
E-Bonding Runbook Message: chgCreateTask
E-Bonding Runbook Message XSDs:

• chgCreateTaskRequest.xsd
• chgCreateTaskResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateTaskRequest.xml

chgCreateTaskResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTaskRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTaskRequest chgCreateTaskRequest.xsd ">
<bgi:General>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
</bgi:Assignment>
<bgi:DateInfo>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
</bgi:DateInfo>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 26 chgCreateTask XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTaskResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTaskResponse chgCreateTaskResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName
</bgi:SupportGroupName>
</bgi:RequestedFor>
Figure 27 chgCreateTask XML Response Sample (Part 1)
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 28 chgCreateTask XML Response Sample (Part 2)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Priority
• TaskType
• Status

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• RootRequestID
• LocationCompany
• Region
• SiteGroup
• Site
• Requester*
• Requested for*
• ProductCategorization
• OperationalCategorization
• Assignment

* The element blocks <bgi:Requester> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends new Task to ITSM (Template)

This use case describes how a partner system can send task information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. The task is created with data from the Task Template, configured in ITSM. The task is related to the delivered Change automatically.

E-Bonding Runbook Message: chgCreateTaskByTemplate
E-Bonding Runbook Message XSDs:

• chgCreateByTemplateTaskRequest.xsd
• chgCreateTaskByTemplateResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateTaskByTemplateRequest.xml
• chgCreateTaskByTemplateResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTaskByTemplateRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTaskByTemplateRequest chgCreateTaskByTemplateRequest.xsd ">
<bgi:General>
<bgi:TaskTemplateName>bgi:TaskTemplateName</bgi:TaskTemplateName>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
</bgi:Task>
Figure 29 chgCreateTaskByTemplate XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTaskResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTaskResponse chgCreateTaskResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName
</bgi:SupportGroupName>
</bgi:RequestedFor>
Figure 30 chgCreateTaskByTemplate XML Response Sample (Part 1)
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 31 chgCreateTaskByTemplate XML Response Sample (Part 1)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The creation of Tasks is limited within the ITSM Change Management depending on the Change Status. E-Bonding Runbook does not change the ITSM process.

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• TaskTemplateName
• RootRequestID
• LocationCompany
• Requester*
• Requested for*

* The element blocks <bgi:Requester> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends Task Update to ITSM

This use case describes how a partner system can send Task updates from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, an existing Change Task is modified in ITSM.
The use case covers also all established requirements e.g. sending status updates.
E-Bonding Runbook Message: chgUpdateTemplate
E-Bonding Runbook Message XSDs:

• chgUpdateTaskRequest.xsd
• chgUpdateTaskResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgUpdateTaskRequest.xml
• chgUpdateTaskResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgUpdateTaskRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgUpdateTaskRequest chgUpdateTaskRequest.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
</bgi:Assignment>
<bgi:DateInfo>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
</bgi:DateInfo>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 32 chgUpdateTask XML Request Sample


XML Response Format (Body Part PACK):
<?xml version="1.0" encoding="UTF-8"?>
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgUpdateTaskResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgUpdateTaskResponse chgUpdateTaskResponse.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
</bgi:General>
</bgi:Task>

Figure 33 chgUpdateTask XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.
• Updates of field values follow the ITSM rules. E-Bonding Runbook does not validate if the ITSM process is met.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Priority
• Task Type
• Status

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• RootRequestID
• Location Company
• Region
• Site Group
• Site
• Requester *
• Requested for *
• Product Categorization
• Operational Categorization
• Assignment

* The element blocks <bgi:Requester> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner Request – Search for Tasks per Ticket

This use case describes how a partner system can request a list of related Tasks to a certain Change via E-Bonding Runbook message. As result a list of ITSM Task IDs is delivered back to the partner.
E-Bonding Runbook Message: chgGetListOfRelatedTaskIDs
E-Bonding Runbook Message XSDs:

• chgGetListOfRelatedTaskIDsRequest.xsd
• chgGetListOfRelatedTaskIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetListOfRelatedTaskIDsRequest.xml
• chgGetListOfRelatedTaskIDsResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedTaskIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedTaskIDsRequest chgGetListOfRelatedTaskIDsRequest.xsd ">
<bgi:General>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
</bgi:General>
</bgi:Task>
Figure 34 chgGetListOfRelatedTaskIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedTaskIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedTaskIDsResponse chgGetListOfRelatedTaskIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:TaskIDs>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:TaskIDs>
</bgi:General>
</bgi:Task>
Figure 35 chgGetListOfRelatedTaskIDs XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• The value for "bgi:RootRequestID" must be an existing ITSM Change Number.

Partner Request – Task Details

This use case describes how a partner system can request details for an ITSM Change Task. For the request, the ITSM Task ID is needed. As result all available ITSM Task information is delivered back to the partner.
E-Bonding Runbook Message: chgGetTaskDetails
E-Bonding Runbook Message XSDs:

• chgGetTaskDetailsRequest.xsd
• chgGetTaskDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetTaskDetailsRequest.xml
• chgGetTaskDetailsResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgGetTaskDetailsRequest" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetTaskDetailsRequest chgGetTaskDetailsRequest.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:General>
</bgi:Task>
Figure 36 chgGetTaskDetails XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgGetTaskDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetTaskDetailsResponse chgGetTaskDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName
</bgi:SupportGroupName>
</bgi:RequestedFor>

Figure 37 chgGetTaskDetails XML Response Sample (Part 1)
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 38 chgGetTaskDetails XML Response Sample (Part 2)
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

ITSM sends new Task to Partner

This use case describes how an Change Task created in ITSM can be sent via E-Bonding Runbook to a partner system. Details to the E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendCreateTask
E-Bonding Runbook Message XSD: chgSendCreateTask.xsd
E-Bonding Runbook Message Sample XML: chgSendCreateTask.xml

XML Request Format:
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgSendCreateTask"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendCreateTask chgSendCreateTask.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
Figure 39 chgSendCreateTask XML Request Sample (Part 1)
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 40 chgSendCreateTask XML Request Sample (Part 2)
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Priority
• Task Type
• Status
• Status Reason

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• RootRequestID
• Location Company
• Region
• Site Group
• Site
• Location Address
• Requester
• Requested for
• Product Categorization
• Operational Categorization
• Assignment

ITSM sends Task Update to Partner

This use case describes how a Change Task modified in ITSM can be sent via E-Bonding Runbook to a partner system. This message is created only if an chgSendCreateTicket and an chgSendCreateTask have been sent before. Details to the E-Bonding Runbook Events can be gathered from chapter 3 . The use case covers also all established requirements e.g. sending status updates. For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendUpdateTask
E-Bonding Runbook Message XSD: chgSendUpdateTask.xsd
E-Bonding Runbook Message Sample XML: chgSendUpdateTask.xml

XML Request Format:
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/chgSendUpdateTask"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendUpdateTask chgSendUpdateTask.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
Figure 41 chgSendUpdateTask XML Request Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>

Figure 42 chgSendUpdateTask XML Request Sample (Part 2)
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Priority
• Task Type
• Status
• Status Reason

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

• RootRequestID
• Location Company
• Region
• Site Group
• Site
• Location Address
• Requester
• Requested for
• Product Categorization
• Operational Categorization
• Assignment

Change Work Info

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy Work Infos. Within the E-Bonding Runbook Change module Work Infos can be processed only in combination with Change Tickets. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Work Info to ITSM

This use case describes how a partner system can send current Work Infos from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, a new ITSM Work Info is created und related to an existing Change Ticket.
E-Bonding Runbook Message: chgCreateWorkInfo
E-Bonding Runbook Message XSDs:

• chgCreateWorkInfoRequest.xsd
• chgCreateWorkInfoResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateWorkInfoRequest.xml
• chgCreateWorkInfoResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgCreateWorkInfoRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateWorkInfoRequest chgCreateWorkInfoRequest.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:WorkInfoType>3000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:Attachments>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy
</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
</bgi:Attachments>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>

Figure 43 chgCreateWorkInfo XML Request Sample

XML Response Format (Body Part PACK):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgCreateWorkInfoResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateWorkInfoResponse chgCreateWorkInfoResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:WorkInfoType>3000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:System>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>

Figure 44 chgCreateWorkInfo XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Work Info Type
• Communication Source
• Secure Work Info
• View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered. Per partner, an attachment root path can be configured in the E-Bonding Runbook Partner Configuration Console.
The partner system must implement the following steps to send attachments via E-Bonding Runbook chgCreateWorkInfo to ITSM:

1. Physical storage of the attachment/s on the E-Bonding Runbook Share
2. Delivery of the file path per attachment within the tag <bgi:FileLocation> (is concatenated with the partner specific attachment root path)
3. Delivery of the original file name within the tag <bgi:FileNameInRemedy>

Partner Request – Search for Work Infos per Ticket

This use case describes how a partner system can request a list of related Work Infos for a certain Change per E-Bonding Runbook message. As result a list of ITSM Work Info IDs is delivered back to the partner.
E-Bonding Runbook Message: chgGetListOfWorkInfoIDs
E-Bonding Runbook Message XSDs:

• chgGetListOfWorkInfoIDsRequest.xsd
• chgGetListOfWorkInfoIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetListOfWorkInfoIDsRequest.xml
• chgGetListOfWorkInfoIDsResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfWorkInfoIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfWorkInfoIDsRequest chgGetListOfWorkInfoIDsRequest.xsd ">
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
</bgi:General>
</bgi:WorkInfo>
Figure 45 chgGetListOfWorkInfoIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfWorkInfoIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfWorkInfoIDsResponse chgGetListOfWorkInfoIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:WorkInfoIDs>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:WorkInfoIDs>
</bgi:General>
</bgi:WorkInfo>
Figure 46 chgGetListOfWorkInfoIDs XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• The value for "bgi:ChangeID" must be an existing ITSM Change Number.

Partner Request – Work Info Details

This use case describes how a partner system can request details for ITSM Change Work Infos. For the request, the ITSM Work Info ID is needed. As result all available ITSM Work Info information is delivered back to the partner.
E-Bonding Runbook Message: chgGetWorkInfosDetails
E-Bonding Runbook Message XSDs:

• chgGetWorkInfosDetailsRequest.xsd
• chgGetWorkInfosDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetWorkInfosDetailsRequest.xml
• chgGetWorkInfosDetailsResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgGetWorkInfoDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetWorkInfoDetailsRequest chgGetWorkInfoDetailsRequest.xsd ">
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:General>
</bgi:WorkInfo>
Figure 47 chgGetWorkInfosDetails XML Request Sample
XML Response Format (Body Part PACK):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgGetWorkInfoDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetWorkInfoDetailsResponse chgGetWorkInfoDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:WorkInfoType>3000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:Attachments>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy
</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
<bgi:NumberOfAttachments>0
</bgi:NumberOfAttachments>
</bgi:Attachments>
<bgi:System>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>

Figure 48 chgGetWorkInfosDetails XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Work Info Type
• Communication Source
• Secure Work Info
• View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered.
The partner system must implement the following steps to use attachments, which are shown in the response:

1. Extract the complete file path per attachment from the tag <bgi:FileLocation>
2. Physical reading of the attachment/s from the E-Bonding Runbook Share
3. Optional: take over the original file name from the tag <bgi:FileNameInRemedy>

ITSM sends new Work Info to Partner

This use case describes how a Change Work Info created in ITSM can be sent via E-Bonding Runbook to a partner system. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendCreateWorkInfo
E-Bonding Runbook Message XSD: chgSendCreateWorkInfo.xsd
E-Bonding Runbook Message Sample XML: chgSendCreateWorkInfo.xml
XML Request Format:
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/chgSendCreateWorkInfo"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendCreateWorkInfo chgSendCreateWorkInfo.xsd ">
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
<bgi:ChangeID>bgi:ChangeID</bgi:ChangeID>
<bgi:WorkInfoType>3000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:Attachments>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy
</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
<bgi:NumberOfAttachments>0</bgi:NumberOfAttachments>
</bgi:Attachments>
<bgi:System>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>
Figure 49 chgSendCreateWorkInfo XML Request Sample
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Work Info Type
• Communication Source
• Secure Work Info
• View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered.
The partner system must implement the following steps to use attachments, which are shown in the response:

1. Extract the complete file path per attachment from the tag <bgi:FileLocation>
2. Physical reading of the attachment/s from the E-Bonding Runbook Share
3. Optional: take over the original file name from the tag <bgi:FileNameInRemedy>

Change Associations

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy Change Relations. There are two basic types of relations to ticket, which can be handled via E-Bonding Runbook Associations messages:

• Change Relations to Atrium CMDB CI's
• Change Relations to other Changes

Additionally, E-Bonding Runbook offers the option to request basic information for related CI's. Technically the CMDB super class BMC.CORE:BMC_BaseElement limits the scope of the possible basic information.
Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Ticket-to-CI Relation to ITSM

This use case describes how a partner system can create a new relation between an ITSM Change and an Atrium CMDB CI. Prerequisite for a successful use of the operation is that both Change and CI already exist in ITSM and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: chgCreateCIRelation
E-Bonding Runbook Message XSDs:

• chgCreateCIRelationRequest.xsd
• chgCreateCIRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateCIRelationRequest.xml
• chgCreateCIRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations xmlns:bgi="http://www.vipcon.com/BGI/chgCreateCIRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateCIRelationRequest chgCreateCIRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Associations>
Figure 50 chgCreateCIRelation XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgCreateCIRelationResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateCIRelationResponse chgCreateCIRelationResponse.xsd ">
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 51 chgCreateCIRelation XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Source Association Type

Partner deletes Ticket-to-CI Relation to ITSM

This use case describes how a partner system can delete a relation between an ITSM Change and an Atrium CMDB CI. Prerequisite for a successful use of the operation is that both, Change and CI, already exist in ITSM, that the relation exists and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: chgDeleteCIRelation
E-Bonding Runbook Message XSDs:

• chgDeleteCIRelationRequest.xsd
• chgDeleteCIRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgDeleteCIRelationRequest.xml
• chgDeleteCIRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations xmlns:bgi="http://www.vipcon.com/BGI/chgDeleteCIRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgDeleteCIRelationRequest chgDeleteCIRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 52 chgDeleteTicketRelation XML Request Sample
XML Response Format (Body Part PACK):
The PACK response does not contain a Body element. The known PACK format is sent to the partner system.
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Partner sends new Ticket-to-Ticket Relation to ITSM

This use case describes how a partner system can create a new relation between two ITSM Changes. Prerequisite for a successful use of the operation is that both Changes already exist in ITSM and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: chgCreateTicketRelation
E-Bonding Runbook Message XSDs:

• chgCreateTicketRelationRequest.xsd
• chgCreateTicketRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgCreateTicketRelationRequest.xml
• chgCreateTicketRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketRelationRequest chgCreateTicketRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Associations>
Figure 53 chgCreateTicketRelation XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgCreateTicketRelationResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgCreateTicketRelationResponse chgCreateTicketRelationResponse.xsd ">
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 54 chgCreateTicketRelation XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Source Association Type

Partner deletes Ticket-to-Ticket Relation to ITSM

This use case describes how a partner system can delete a relation between two ITSM Changes. Prerequisite for a successful use of the operation is that both Changes already exist in ITSM that the relation exists and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: chgDeleteTicketRelation
E-Bonding Runbook Message XSDs:

• chgDeleteTicketRelationRequest.xsd
• chgDeleteTicketRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgDeleteTicketRelationRequest.xml
• chgDeleteTicketRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgDeleteTicketRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgDeleteTicketRelationRequest chgDeleteTicketRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 55 chgDeleteTicketRelation XML Response Sample
XML Response Format (Body Part PACK):
The PACK response does not contain a Body element. The known PACK format is sent to the partner system.
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Partner Request – Search for CI Relations per Ticket

This use case describes how a partner system can request a list of related CIs for a certain Change per E-Bonding Runbook message. As result a list of CI IDs is delivered back to the partner.
E-Bonding Runbook Message: chgGetListOfRelatedCiIDs
E-Bonding Runbook Message XSDs:

• chgGetListOfRelatedCIIDsRequest.xsd
• chgGetListOfRelatedCIIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetListOfRelatedCIIDsRequest.xml
• chgGetListOfRelatedCIIDsResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsRequest chgGetListOfRelatedCIIDsRequest.xsd ">
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 56 chgGetListOfRelatedCIIDs XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsResponse chgGetListOfRelatedCIIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 57 chgGetListOfRelatedCIIDs XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• The value for "bgi:SourceRequestID" must be an existing ITSM Change Number.
• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Source Association Type

Partner Request – Search for Ticket Relations per Ticket

This use case describes how a partner system can request a list of related Change Tickets for a certain Change via E-Bonding Runbook message. As result a list of Change IDs is delivered back to the partner.
E-Bonding Runbook Message: chgGetListOfRelatedTicketIDs
E-Bonding Runbook Message XSDs:

• chgGetListOfRelatedTicketIDsRequest.xsd
• chgGetListOfRelatedTicketIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetListOfRelatedTicketIDsRequest.xml
• chgGetListOfRelatedTicketIDsResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedTicketIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedTicketIDsRequest chgGetListOfRelatedTicketIDsRequest.xsd ">
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 58 chgGetListOfRelatedTicketIDs XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetListOfRelatedCIIDsResponse chgGetListOfRelatedCIIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 59 chgGetListOfRelatedTicketIDs XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• The value for "bgi:SourceRequestID" must be an existing ITSM Change Number.
• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Source Association Type

Partner Request – CI Details (Basic Information)

This use case describes how a partner system can request detailed information for an Atrium CMDB CI. For the request, the Reconciliation ID of the CIs is needed. As result all available CI information is delivered back to the partner.
E-Bonding Runbook Message: chgGetCIBasicDetails
E-Bonding Runbook Message XSDs:

• chgGetCIBasicDetailsRequest.xsd
• chgGetCIBasicDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

• chgGetCIBasicDetailsRequest.xml
• chgGetCIBasicDetailsRequest.xml

XML Request Format (Body Part):
<bgi:ConfigurationItem
xmlns:bgi="http://www.vipcon.com/BGI/chgGetCIBasicDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetCIBasicDetailsRequest chgGetCIBasicDetailsRequest.xsd ">
<bgi:General>
<bgi:ReconciliationID>bgi:ReconciliationID</bgi:ReconciliationID>
</bgi:General>
</bgi:ConfigurationItem>
Figure 60 chgGetCIBasicDetails XML Request Sample
XML Response Format (Body Part PACK):
<bgi:ConfigurationItem
xmlns:bgi="http://www.vipcon.com/BGI/chgGetCIBasicDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgGetCIBasicDetailsResponse chgGetCIBasicDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ShortDescription>bgi:ShortDescription</bgi:ShortDescription>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:ReconciliationID>bgi:ReconciliationID</bgi:ReconciliationID>
<bgi:ClassId>bgi:ClassId</bgi:ClassId>
<bgi:DatasetId>bgi:DatasetId</bgi:DatasetId>
<bgi:SerialNumber>bgi:SerialNumber</bgi:SerialNumber>
<bgi:Company>bgi:Company</bgi:Company>
</bgi:General>
<bgi:Category>
<bgi:Category>bgi:Category</bgi:Category>
<bgi:Type>bgi:Type</bgi:Type>
<bgi:Item>bgi:Item</bgi:Item>
<bgi:Model>bgi:Model</bgi:Model>
<bgi:ManufacturerName>bgi:ManufacturerName</bgi:ManufacturerName>
<bgi:VersionNumber>bgi:VersionNumber</bgi:VersionNumber>
</bgi:Category>
<bgi:Location>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:Room>bgi:Room</bgi:Room>
</bgi:Location>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:ConfigurationItem>
Figure 61 chgGetCIBasicDetails XML Response Sample
Remarks:

• The interface partner must assure that text attributes with special characters, line breaks, etc. are delivered correctly within the <![CDATA[...]]> to E-Bonding Runbook. Otherwise the submission may fail.

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes. Only extensions by Atrium CMDB attributes of the super class BMC.CORE:BMC_BaseElement are possible.

ITSM sends CI Relations to Partner

This use case describes how a relation between a Change Ticket and an Atrium CMDB CI created in ITSM can be sent via E-Bonding Runbook to a partner system. When this event is created in ITSM a complete list of all related CIs (IDs) to the Change is delivered. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendListOfRelatedCIs
E-Bonding Runbook Message XSD: chgSendListOfRelatedCIs.xsd
E-Bonding Runbook Message Sample XML: chgSendListOfRelatedCIs.xml

XML Request Format:
<bgi:Associations xmlns:bgi="http://www.vipcon.com/BGI/chgSendListOfRelatedCIs"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendListOfRelatedCIs chgSendListOfRelatedCIs.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 62 chgSendListOfRelatedCIs XML Request Sample
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Status
• Source Association Type

ITSM sends Ticket Relations to Partner

This use case describes how a relation between Change Tickets created in ITSM can be sent via E-Bonding Runbook to a partner system. When this event is created in ITSM a complete list of all related Change Tickets (IDs) to the Change is delivered. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

• From a technical point of view, it ensures the outbound way of communication to a certain partner system.
• With regards to content the messages can be tailored to the partner:
  • The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
  • The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
  • The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: chgSendListOfRelatedTicketIDs
E-Bonding Runbook Message XSD: chgSendListOfRelatedTicketIDs.xsd
E-Bonding Runbook Message Sample XML: chgSendListOfRelatedTicketIDs.xml
XML Request Format:
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/chgSendListOfRelatedTicketIDs"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/chgSendListOfRelatedTicketIDs chgSendListOfRelatedTicketIDs.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>2000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 63 chgSendListOfRelatedTicketIDs XML Request Sample
Remarks:

• Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
• Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
• The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

• Source Association Type