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This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Remedy IT Service Management Suite 8.1 Integrating

Testing web services using soapUI

Testing web services requires the use of a web services client. Although any typical development environment (for example, Java, .Net, or Perl) has some capability to consume web services, BMC recommends that you use soapUI for testing. soapUI is a widely used open-source tool for testing web services. To download soapUI, go to http://www.soapui.org/.

This topic contains the following information:

Acquiring the WSDL description

Web services testing and development is based on the use of the Web Services Description Language (WSDL) description for a web service and its various inputs and outputs. Each web service in BMC Remedy has an associated WSDL description. Most of the out-of-the-box web services in BMC Remedy are password protected, which prevents you from directly downloading the WSDL from within soapUI or a development environment.

To acquire the WSDL description for a web service

  1. Open a browser and log on to your BMC Remedy AR System environment.
  2. After accessing the BMC Remedy home page, change the URL in the address bar to https://<midtierServer>/arsys/WSDL/protected/list.
    A list of the web services that are exposed by the BMC Remedy platform is displayed.
  3. Click the link for the required web service to download the WSDL description to your browser.
  4. Save the resulting XML content to a file.

Creating a project in soapUI

  1. In the soapUI menu, select File > New soapUI project.
  2. Assign a name to the project.
  3. In the Initial WSDL text box, navigate to the saved WSDL file that you have already downloaded. If the BMC Remedy web service is marked as public, you can enter the URL for the WSDL in the Initial WSDL text box. Most services are marked as protected in BMC Remedy, requiring a separate download.

After you create the project, a sample request for each method exposed by the web service is displayed under the project in the left-side navigator.

Modifying and submitting the web services request

Now that you have a prebuilt request, perform the following steps to modify and submit the request:

  1. Supply any required values by replacing the ? in each field with the appropriate value.
    Fields that are not required are prefixed with an XML comment of optional. If you do not supply a value for an optional field, delete or comment it out from the XML request.

    The following example is for the HelpDesk_Query_Service for the HPD_IncidentInterface web service:

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>?</urn:userName>
         <urn:password>?</urn:password>
         <!--Optional:-->
         <urn:authentication>?</urn:authentication>
         <!--Optional:-->
         <urn:locale>?</urn:locale>
         <!--Optional:-->
         <urn:timeZone>?</urn:timeZone>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Query_Service>
         <urn:Incident_Number>?</urn:Incident_Number>
      </urn:HelpDesk_Query_Service>
   </soapenv:Body>
</soapenv:Envelope>


    To submit the request, you must supply values for userName, password, and Incident_Number, and then remove the optional values, which results in the following XML:

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>YOUR_REMEDY_USER_NAME</urn:userName>
         <urn:password>YOUR_REMEDY_PASSWORD</urn:password>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Query_Service>
         <urn:Incident_Number>INC0000009999</urn:Incident_Number>
      </urn:HelpDesk_Query_Service>
   </soapenv:Body>
</soapenv:Envelope>
  2. Click Submit (green arrow) to send the request to the BMC Remedy web service.
    The resulting content is displayed in the right-hand side of the request.

Setting up a web services request to create an incident

The main web service in BMC Remedy ITSM for creating incidents is HPD_IncidentInterface_Create_WS. This web service has just one method, which is HelpDesk_Submit_Service, and it allows you to create a new incident.

Set up a project in soapUI using the WSDL for this web service, and open the generated request. Following is an example.

Note

Individual customer sites might overlay or modify this standard service, so different customer sites might have different services.

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>?</urn:userName>
         <urn:password>?</urn:password>
         <!--Optional:-->
         <urn:authentication>?</urn:authentication>
         <!--Optional:-->
         <urn:locale>?</urn:locale>
         <!--Optional:-->
         <urn:timeZone>?</urn:timeZone>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Submit_Service>
         <!--Optional:-->
         <urn:Assigned_Group>?</urn:Assigned_Group>
         <!--Optional:-->
         <urn:Assigned_Group_Shift_Name>?</urn:Assigned_Group_Shift_Name>
         <!--Optional:-->
         <urn:Assigned_Support_Company>?</urn:Assigned_Support_Company>
         <!--Optional:-->
         <urn:Assigned_Support_Organization>?</urn:Assigned_Support_Organization>
         <!--Optional:-->
         <urn:Assignee>?</urn:Assignee>
         <!--Optional:-->
         <urn:Categorization_Tier_1>?</urn:Categorization_Tier_1>
         <!--Optional:-->
         <urn:Categorization_Tier_2>?</urn:Categorization_Tier_2>
         <!--Optional:-->
         <urn:Categorization_Tier_3>?</urn:Categorization_Tier_3>
         <!--Optional:-->
         <urn:CI_Name>?</urn:CI_Name>
         <!--Optional:-->
         <urn:Closure_Manufacturer>?</urn:Closure_Manufacturer>
         <!--Optional:-->
         <urn:Closure_Product_Category_Tier1>?</urn:Closure_Product_Category_Tier1>
         <!--Optional:-->
         <urn:Closure_Product_Category_Tier2>?</urn:Closure_Product_Category_Tier2>
         <!--Optional:-->
         <urn:Closure_Product_Category_Tier3>?</urn:Closure_Product_Category_Tier3>
         <!--Optional:-->
         <urn:Closure_Product_Model_Version>?</urn:Closure_Product_Model_Version>
         <!--Optional:-->
         <urn:Closure_Product_Name>?</urn:Closure_Product_Name>
         <!--Optional:-->
         <urn:Department>?</urn:Department>
         <urn:First_Name>?</urn:First_Name>
         <urn:Impact>?</urn:Impact>
         <urn:Last_Name>?</urn:Last_Name>
         <!--Optional:-->
         <urn:Lookup_Keyword>?</urn:Lookup_Keyword>
         <!--Optional:-->
         <urn:Manufacturer>?</urn:Manufacturer>
         <!--Optional:-->
         <urn:Product_Categorization_Tier_1>?</urn:Product_Categorization_Tier_1>
         <!--Optional:-->
         <urn:Product_Categorization_Tier_2>?</urn:Product_Categorization_Tier_2>
         <!--Optional:-->
         <urn:Product_Categorization_Tier_3>?</urn:Product_Categorization_Tier_3>
         <!--Optional:-->
         <urn:Product_Model_Version>?</urn:Product_Model_Version>
         <!--Optional:-->
         <urn:Product_Name>?</urn:Product_Name>
         <urn:Reported_Source>?</urn:Reported_Source>
         <!--Optional:-->
         <urn:Resolution>?</urn:Resolution>
         <!--Optional:-->
         <urn:Resolution_Category_Tier_1>?</urn:Resolution_Category_Tier_1>
         <!--Optional:-->
         <urn:Resolution_Category_Tier_2>?</urn:Resolution_Category_Tier_2>
         <!--Optional:-->
         <urn:Resolution_Category_Tier_3>?</urn:Resolution_Category_Tier_3>
         <urn:Service_Type>?</urn:Service_Type>
         <urn:Status>?</urn:Status>
         <urn:Action>?</urn:Action>
         <!--Optional:-->
         <urn:Create_Request>?</urn:Create_Request>
         <urn:Summary>?</urn:Summary>
         <!--Optional:-->
         <urn:Notes>?</urn:Notes>
         <urn:Urgency>?</urn:Urgency>
         <!--Optional:-->
         <urn:Work_Info_Summary>?</urn:Work_Info_Summary>
         <!--Optional:-->
         <urn:Work_Info_Notes>?</urn:Work_Info_Notes>
         <!--Optional:-->
         <urn:Work_Info_Type>?</urn:Work_Info_Type>
         <!--Optional:-->
         <urn:Work_Info_Date>?</urn:Work_Info_Date>
         <!--Optional:-->
         <urn:Work_Info_Source>?</urn:Work_Info_Source>
         <!--Optional:-->
         <urn:Work_Info_Locked>?</urn:Work_Info_Locked>
         <!--Optional:-->
         <urn:Work_Info_View_Access>?</urn:Work_Info_View_Access>
         <!--Optional:-->
         <urn:Middle_Initial>?</urn:Middle_Initial>
         <!--Optional:-->
         <urn:Status_Reason>?</urn:Status_Reason>
         <!--Optional:-->
         <urn:Direct_Contact_First_Name>?</urn:Direct_Contact_First_Name>
         <!--Optional:-->
         <urn:Direct_Contact_Middle_Initial>?</urn:Direct_Contact_Middle_Initial>
         <!--Optional:-->
         <urn:Direct_Contact_Last_Name>?</urn:Direct_Contact_Last_Name>
         <!--Optional:-->
         <urn:TemplateID>?</urn:TemplateID>
         <!--Optional:-->
         <urn:ServiceCI>?</urn:ServiceCI>
         <!--Optional:-->
         <urn:ServiceCI_ReconID>?</urn:ServiceCI_ReconID>
         <!--Optional:-->
         <urn:HPD_CI>?</urn:HPD_CI>
         <!--Optional:-->
         <urn:HPD_CI_ReconID>?</urn:HPD_CI_ReconID>
         <!--Optional:-->
         <urn:HPD_CI_FormName>?</urn:HPD_CI_FormName>
         <!--Optional:-->
         <urn:WorkInfoAttachment1Name>?</urn:WorkInfoAttachment1Name>
         <!--Optional:-->
         <urn:WorkInfoAttachment1Data>cid:114727192956</urn:WorkInfoAttachment1Data>
         <!--Optional:-->
         <urn:WorkInfoAttachment1OrigSize>?</urn:WorkInfoAttachment1OrigSize>
      </urn:HelpDesk_Submit_Service>
   </soapenv:Body>
</soapenv:Envelope>

The BMC Remedy Impact, Reported_Source, Service_Type, Status, and Urgency fields must be populated with values appropriate to the form. You can provide any suitable values as long as they are in the selection lists in the form. The allowed values are also viewable in the downloaded WSDL.

You can also reduce this request to the minimum required fields that are required to create an incident by removing all of the Optional fields from this XML, which results in the following XML:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>YOUR_REMEDY_USERNAME</urn:userName>
         <urn:password>YOUR_REMEDY_PASSWORD</urn:password>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Submit_Service>
         <urn:First_Name>YOUR_REMEDY_FIRSTNAME</urn:First_Name>
         <urn:Impact>4-Minor/Localized</urn:Impact>
         <urn:Last_Name>YOUR_REMEDY_LASTNAME</urn:Last_Name>
         <urn:Reported_Source>Other</urn:Reported_Source>
         <urn:Service_Type>User Service Request</urn:Service_Type>
         <urn:Status>New</urn:Status>
         <urn:Action>CREATE</urn:Action>
         <urn:Summary>YOUR_SUMMARY_NOTES</urn:Summary>
         <urn:Urgency>4-Low</urn:Urgency>
      </urn:HelpDesk_Submit_Service>
   </soapenv:Body>
</soapenv:Envelope>

Submitting and viewing response data

Submit this completed web services request to generate an incident. The resulting return content is similar to the followning example:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
   <soapenv:Body>
      <ns0:HelpDesk_Submit_ServiceResponse xmlns:ns0="urn:HPD_IncidentInterface_Create_WS">
         <ns0:Incident_Number>INC000000104613</ns0:Incident_Number>
      </ns0:HelpDesk_Submit_ServiceResponse>
   </soapenv:Body>
</soapenv:Envelope>

The response value has the generated incident number for the newly created incident.

Handling group assignment

A common issue that might occur is group assignment. You might receive an error message instead of an incident number, indicating that no automatic group assignment could occur. In some customer environments, automatic routing of incidents to groups is not enabled, so the web services request must include additional fields to assign the incident to a group. The additional fields are Assigned_Group, Assigned_Support_Company, and Assigned_Support_Organization:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>YOUR_REMEDY_USERNAME</urn:userName>
         <urn:password>YOUR_REMEDY_PASSWORD</urn:password>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Submit_Service>
         <urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
         <urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>
         <urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:Assigned_
Support_Organization>
         <urn:First_Name>YOUR_REMEDY_FIRSTNAME</urn:First_Name>
         <urn:Impact>4-Minor/Localized</urn:Impact>
         <urn:Last_Name>YOUR_REMEDY_LASTNAME</urn:Last_Name>
         <urn:Reported_Source>Other</urn:Reported_Source>
         <urn:Service_Type>User Service Request</urn:Service_Type>
         <urn:Status>New</urn:Status>
         <urn:Action>CREATE</urn:Action>
         <urn:Summary>YOUR_SUMMARY_NOTES</urn:Summary>
         <urn:Urgency>4-Low</urn:Urgency>
      </urn:HelpDesk_Submit_Service>
   </soapenv:Body>
</soapenv:Envelope>

Adding more fields

You can add any additional fields to the web services call as required, but the fields must stay in exactly the same order as defined in the WSDL (original request). For example, to add the optional Notes field, you can see that Notes appears after Summary and before Urgency in the original request, which results in the following XML:

<soapenv:Envelope   xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
   <soapenv:Header>
      <urn:AuthenticationInfo>
         <urn:userName>YOUR_REMEDY_USERNAME</urn:userName>
         <urn:password>YOUR_REMEDY_PASSWORD</urn:password>
      </urn:AuthenticationInfo>
   </soapenv:Header>
   <soapenv:Body>
      <urn:HelpDesk_Submit_Service>
         <urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
         <urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>
         <urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:Assigned_
Support_Organization>
         <urn:First_Name>YOUR_REMEDY_FIRSTNAME</urn:First_Name>
         <urn:Impact>4-Minor/Localized</urn:Impact>
         <urn:Last_Name>YOUR_REMEDY_LASTNAME</urn:Last_Name>
         <urn:Reported_Source>Other</urn:Reported_Source>
         <urn:Service_Type>User   Service Request</urn:Service_Type>
         <urn:Status>New</urn:Status>
         <urn:Action>CREATE</urn:Action>
         <urn:Summary>YOUR_SUMMARY_NOTES</urn:Summary>
         <urn:Notes>YOUR_ADDITIONAL_NOTES</urn:Notes>
         <urn:Urgency>4-Low</urn:Urgency>
      </urn:HelpDesk_Submit_Service>
   </soapenv:Body>
</soapenv:Envelope>

Using Perl to create an incident

To use the Perl environment to create an incident through web services, you must install the SOAP::Lite, XML::Writer, and XML::Writer::String modules in the Perl environment. These modules are available from the Comprehensive Perl Archive Network (CPAN) at www.cpan.org.

Following is an example of a Perl script that creates an incident for the BMC Remedy OnDemand environment:

#!/usr/bin/perl -w

use SOAP::Lite
# trace=>'all'
;
use XML::Writer;
use XML::Writer::String;

my $username = "YOUR_REMEDY_USERNAME";
my $password = "YOUR_REMEDY_PASSWORD";
my $timeZone = "";

my $incident_first_name         = "YOUR_REMEDY_FIRSTNAME";
my $incident_last_name          = "YOUR_REMEDY_LASTNAME";
my $incident_impact             = "4-Minor/Localized";
my $incident_urgency            = "4-Low";
my $incident_reported_source    = "Other";
my $incident_service_type       = "Infrastructure Event";
my $incident_summary            = "YOUR_REMEDY_SUMMARY_NOTES";

my $create_proxy = "https://midtierServer/arsys/services/ARService?server=onbmc-s&webService=HPD_IncidentInterface_Create_WS";

onbmc_create();

sub onbmc_create {
  my @logininfo = (
    SOAP::Header->name('userName' => $username)->type(''),
    SOAP::Header->name('password' => $password)->type(''),
    SOAP::Header->name('timeZone' => $timeZone)->type('')
  );

  my $header = SOAP::Header->name('AuthenticationInfo' => \SOAP::Header->value(@logininfo));

  my @data = (
    SOAP::Data->name(First_Name                       => $incident_first_name)->type('xsd:string'),
    SOAP::Data->name(Impact                           => $incident_impact)->type('xsd:string'),
    SOAP::Data->name(Last_Name                        => $incident_last_name)->type('xsd:string'),
    SOAP::Data->name(Reported_Source                  => $incident_reported_source)->type('xsd:string'),
    SOAP::Data->name(Service_Type                     => $incident_service_type)->type('xsd:string'),
    SOAP::Data->name(Status                           => "New")->type('xsd:string'),
    SOAP::Data->name(Action                           => "CREATE")->type('xsd:string'),
    SOAP::Data->name(Summary                          => $incident_summary)->type('xsd:string'),
    SOAP::Data->name(Urgency                          => $incident_urgency)->type('xsd:string')
  );

  my $soap = new SOAP::Lite proxy=>$create_proxy;
  my $result=$soap->HelpDesk_Submit_Service($header, @data);

  if ($result->fault) {
    print "faultcode=" . $result->fault->{'faultcode'} . "\n";
    print "faultstring=" . $result->fault->{'faultstring'} . "\n";
    print "detail=" . $result->fault->{'detail'} . "\n";
  }

  if ($result->body && $result->body->{'HelpDesk_Submit_ServiceResponse'}) {
    my %keyHash = %{ $result->body->{'HelpDesk_Submit_ServiceResponse'} };
    foreach my $k (keys %keyHash) {
        print "name=$k   value=$keyHash{$k}\n";
    }
  }
}

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Bruce Cane on Sep 20, 2013
soapui wsdl_descriptions reference web_services

Comments

  1. Kelly Logan

    This topic contains the following information:

    Error formatting macro: toc: java.lang.UnsupportedOperationException: The body of this ContentEntityObject ('Testing web services using soapUI') was 'BodyType:WIKI' but was expected to be 'BodyType:XHTML'
    Sep 19, 2013 09:42
    1. Bruce Cane

      Thanks for pointing this out Kelly. I replaced the table of contents macro on the page and it appears to be working now. 

      -Bruce.

      Sep 20, 2013 09:01
  2. Sourav Mukherjee

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
    <soapenv:Body>
    <soapenv:Fault>
    <faultcode>soapenv:Server.userException</faultcode>
    <faultstring>ERROR (44699): ; No groups were found using automated routing. You need to manually select a group.</faultstring>
    <detail>
    <ns1:hostname xmlns:ns1="http://xml.apache.org/axis/">BMCREM-ARSYS</ns1:hostname>
    </detail>
    </soapenv:Fault>
    </soapenv:Body>
    </soapenv:Envelope>



    I am getting this error even when I am passing the correct assigned_group (I guess)

    This is my SOAP call:-

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
    <soapenv:Header>
    <urn:AuthenticationInfo>
    <urn:userName>appadmin</urn:userName>
    <urn:password>pass,123</urn:password>
    </urn:AuthenticationInfo>
    </soapenv:Header>
    <soapenv:Body>
    <urn:HelpDesk_Submit_Service>
    <urn:Assigned_Group>"Automation"</urn:Assigned_Group>
    <urn:Assigned_Support_Company>"Tech Mahindra</urn:Assigned_Support_Company>
    <urn:First_Name>Allen</urn:First_Name>
    <urn:Impact>4-Minor/Localized</urn:Impact>
    <urn:Last_Name>Allbrook</urn:Last_Name>
    <urn:Reported_Source>Other</urn:Reported_Source>
    <urn:Service_Type>User Service Request</urn:Service_Type>
    <urn:Status>New</urn:Status>
    <urn:Action>CREATE</urn:Action>
    <urn:Summary>Just for testing purpose</urn:Summary>
    <urn:Urgency>4-Low</urn:Urgency>
    </urn:HelpDesk_Submit_Service>
    </soapenv:Body>
    </soapenv:Envelope>


    One more thing , can someone tell me where exactly should I go into the BMC REMEDY to see, what all options are available for assigned_group ???

    Thanks in advance.

    May 03, 2018 12:05
  3. Murugavel Ramachandran

    Dear Bruce,

    I am having issues while creating automatic incident creation using perl program mentioned above. It throws the error like below

    C:\Users\349137\Desktop\BMC>perl incidentCreate1.pl
    faultcode=soapenv:Server.userException
    faultstring=ERROR (1291053): ; The Assigned Group fields are invalid. Use the menus for the Support Company, Support Organization, Assigned Group, and Assignee fields or the type ahead return function on the Assigned Group or Assignee fields to select this information.
    detail=HASH(0x393e138)

    I have passed correct values of all informations but the above error throws always.

    Note: I have manually created incident in remedy system successfully with these fields and its values.

    1) Is it possbile to create incident using the above perl program? Is it required any special access 

    2) Using SOAPUI, i have received the below erorrs

    <h1>ARService</h1>
    <p>Hi there, this is an AXIS service!</p>
    <i>Perhaps there will be a form for invoking the service here...</i>


    So kindly advice the possible ways to create automatic incidents and suggestions or workarounds for the above error.


    Same time, i have modified perl program for getting incident details using service called HelpDesk_Query_Service, it works fine. So am wondering that why the issues are throwing when create auto incident?


    Thanks in advance for your support.

    Murugavel Ramachandran


    Jun 08, 2018 02:54
  4. Pedro Barrera pã©rez

    Hi,

    I am working with automatic incident creation using PHP (HPD_IncidentInterface_Create_WS).

    I need create relationships with incidents created (RMS_RelationshipsInterface_Create??).

    I don´t find information about fields CREATE method:

    'Assigned_To' => ?

    'Status' => 'Active'

    'Assignee_Groups' => ?

    'InstanceId' => ?

    'Session_Status' => ?

    'Attribute1' => ?

    'Attribute2' => ?

    'Attribute3' => ?

    'Session_ID' => ?

    'ReleaseID' => ?

    'Lookup_Keyword' => ?

    'zTmpDelete' => ?

    'Parent_Lookup_Keyword' => ?

    'z1D_Char01' => ?

    'z1D_Char02' => ?

    'z1D_Action' => 'CREATE'

    'Form_Name01' => ?

    'Form_Name02' => ?

    'ID01' => INC000000000000

    'ID02' => INC000000000000

    'Request_Description01' => ?

    'Association_Type' => 'Caused by'

    'Request_Type01' => 'Incident'

    'Parent_Request_ID' => ?

    'Request_Description_Modified' => ?

    'Parent_ID02' => ?


    Thank you!   


    Jun 22, 2018 02:21
    1. Jyoti Nerkar

      Hello Pedro Barrera,


      Please see if this page provides you the information that you are looking for:

      https://docs.bmc.com/docs/display/servicedesk81/HPD_IncidentInterface_Create_WS#HPD_IncidentInterface_Create_WS-99252


      Regards,

      Jyoti

      Jun 22, 2018 02:51
  5. Pedro Barrera pã©rez

    Hello Jyoti Nerkar,


    Thank you very much, but this page has not the information that I need.

    I can create an incident using web service HPD_IncidentInterface_Create_WS without problem.

    I need create a relationship between two incidents created previously.

    I think that with CREATE method, inside to web service RMS_RelationshipsInterface_Create.

    I need a similar page but with fields needed to submit a relationship.


    Regards, Pedro.


    Jun 22, 2018 03:53
    1. Jyoti Nerkar

      Please see if the links on this page can help.

      https://docs.bmc.com/docs/display/servicedesk81/Incident+Management+integrations

      You can revert if you still don't find the information required.


      Regards,

      Jyoti


      Jun 22, 2018 04:13
  6. Pedro Barrera pã©rez

    I'm afraid that page does not have the information I need either.

    It has information about other web service that I've used, HPD_IncidentInterface_WS (functions HelpDesk_Modify_Service, HelpDesk_Query_Service, HelpDesk_QueryList_Service, HelpDesk_GetWorkInfoList).

    I need information about web service RMS_RelationshipsInterface_Create.

    Jun 22, 2018 05:07
  7. Pedro Barrera pã©rez

    Hello Jyoti,

    Have you could find information about web service RMS_RelationshipsInterface_Create?

    Regards, Pedro.


    Jun 26, 2018 06:57
    1. Jyoti Nerkar

      Hello Pedro,


      I will check with an SME about the web service RMS_RelationshipsInterface_Create and will get back to you.


      Regards,

      Jyoti

      Jul 26, 2018 01:00
  8. Anitha Selvaraj

    Hi Everyone ,

    I am trying to integrate a third party application with BMC Remedy using SOAP web service .

    Can anyone tell me how to integrate remedy installed on cloud with the third party application using SOAP ?

    Thanks ,

    Anitha


    Jul 25, 2018 05:23
  9. Pedro Barrera pã©rez

    Hi Anitha,

    What kind of integration do you need?

    SOAP to query a ticket:

    Web service HPD_IncidentInterface_WS and function HelpDesk_Query_Service

    <?xml version="1.0" encoding="UTF-8"?> <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_WS">    <soapenv:Header>       <urn:AuthenticationInfo>          <urn:userName>XXXXX</urn:userName>          <urn:password>XXXXX</urn:password>          <!--Optional:-->          <urn:authentication></urn:authentication>          <!--Optional:-->          <urn:locale></urn:locale>          <!--Optional:-->          <urn:timeZone></urn:timeZone>       </urn:AuthenticationInfo>    </soapenv:Header>    <soapenv:Body>       <urn:HelpDesk_Query_Service>          <urn:Incident_Number>INC000000000000</urn:Incident_Number>       </urn:HelpDesk_Query_Service>    </soapenv:Body> </soapenv:Envelope>

    SOAP to create a ticket:

    Web service HPD_IncidentInterface_Create_WS and function HelpDesk_Submit_Service (minimal fields)

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">   <soapenv:Header>     <urn:AuthenticationInfo>        <urn:userName>XXXXX</urn:userName>        <urn:password>XXXXX</urn:password>             </urn:AuthenticationInfo>   </soapenv:Header>   <soapenv:Body>     <urn:HelpDesk_Submit_Service>       <urn:First_Name>XXXXXX</urn:First_Name>       <urn:Impact>4-Minor/Localized</urn:Impact>       <urn:Last_Name>XXXXXX</urn:Last_Name>       <urn:Reported_Source>Other</urn:Reported_Source>       <urn:Service_Type>User Service Request</urn:Service_Type>       <urn:Status>New</urn:Status>       <urn:Action>CREATE</urn:Action>       <urn:Summary>XXXXXXX</urn:Summary>       <!--Optional:-->       <urn:Notes>XXXXXXX</urn:Notes>       <urn:Urgency>4-Low</urn:Urgency>     </urn:HelpDesk_Submit_Service>   </soapenv:Body>  </soapenv:Envelope>

    Regards.

    Jul 25, 2018 07:56
  10. Anitha Selvaraj

    Hi Pedro ,

    Thanks .

    Our Remedy application is installed on cloud . We tried connecting remedy using SOAP UI . It didn't work . After providing the proxy details it worked .

    I don't know how to add the proxy details into this soap request xml . Is there any other way to connect with the remedy installed on cloud .

    Please suggest .


    Regards,

    Anitha

    Jul 26, 2018 12:33
    1. Jyoti Nerkar

      Hello Anita,

      Thanks for comment, I can check with an SME and get back to you.


      @Pedro Barrera pã©rez,


      Thanks for helping. Would you have answer to Anita's question, we would welcome that. Or you want me to check with an SME here in the product development team?


      Thanks,

      Jyoti

      Jul 26, 2018 01:04
      1. Pedro Barrera pã©rez

        Hi Anitha and Jyoti,

        "On cloud" only means that Remedy isn't in your corporative LAN and you must access to Internet to connect it. For this reason you need provide the proxy details. I'm not an expert in SOAP but, in my opinion, the SOAP request XML is independent and neutral. If you have resolved the Internet conexion (transport protocol TCP) it must work. SOAP works on HTTP protocol (aplication protocol). I think that the SOAP request XML doesn't must include proxy details. If you has created a new SOAP project, has provided the WSDL and it work, the SOAP request would must work.

        And, about other way to connect with Remedy, could be with a programming languaje (Java, PHP, ...).

        Regards!

        Jul 27, 2018 03:34

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