Space banner

   

This documentation supports the 19.08 version of BMC Service Desk.

To view an earlier version, select the version from the Product version menu.

HPD_IncidentServiceInterface operations

The HPD_IncidentServiceInterface web service enables you to create an incident and add the incident work information. The following operations are supported:

Create_Incident

Use the Create_Incident operation to create an incident using the HPD_ServiceInterface web service. The following table lists the input fields used in the Create_Incident operation. These fields are also available on the HPD:ServiceInterface form.

Input fieldValueDescription
ActionCREATE_INCIDENT

A keyword triggers a workflow that initiates the create operation.

Summary Required field. This field maps to the Description field on the HPD:ServiceInterface form.
Incident_Type 

 

Required fields. Default values for these fields are populated by the workflow.

Reported_Source 
Impact 
Urgency 
Notes This field maps to the Notes field on HPD:ServiceInterface form.
Status This field maps to the Status field.
Status_Reason This field maps to the incident Status Reason.
Customer_FirstName 

 

 

Required fields. You can pass either these field values or the Person Instance ID. For infrastructure event type incidents, these fields are not required.

Customer_LastName 
Customer_MiddleInitial 
Customer_Company 
Customer_LoginID 
Customer_CorporateID 
Person_InstanceID 
Direct_Contact_FirstName 

 

 

Optional fields used for incident contact information. Passing in a combination of these fields returns matching contact(s).

Direct_Contact_LastName 
Direct_Contact_MiddleInitial 
Direct_Contact_Company 
Direct_Contact_LoginID 
Direct_Contact_CorporateID 
Service_CI Service CI name. This field maps to the Service CI field.
ServiceCI_ReconID Service CI Reconciliation ID. This field is used to look up a Service CI to relate to the incident.
HPD_CI CI Name. This field maps to the CI+ field.
HPD_CI_ReconID CI Reconciliation ID. This field is used to look up a CI to add in the CI+ field on Incident.
CI_Name CI Name. This field is used to create a CI relationship in the table only (Not in the CI+ field).
ReconciliationIdentity CI Reconciliation ID. This field is used to look up a CI and  create a CI relationship in the table only (Not in the CI+ field).
Product_Categorization_Tier_1 

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the Service_CI field if a valid service is passed in.

Product_Categorization_Tier_2 
Product_Categorization_Tier_3 
Product_Model_Version 
Product_Name 
Manufacturer 
Categorization_Tier_1 

 

These fields represent the operational categorization structure.

Categorization_Tier_2 
Categorization_Tier_3 
Resolution 

 

These fields represent the resolution categorization structure.

Resolution_Category_Tier_1 
Resolution_Category_Tier_2 
Resolution_Category_Tier_3 
Closure_Product_Category_Tier1 

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the HPD_CI field if a valid CI is passed in.

Closure_Product_Category_Tier2 
Closure_Product_Category_Tier3 
Closure_Product_Model_Version 
Closure_Product_Name 
Closure_Manufacturer 
Assigned_Suport_Company 

 

These fields represent the assignment information structure.  If no value is provided, assignment routing is used.

Assigned_Suport_Organization 
Assigned_Group 
Assignee 
Work_Info_Source 

 

 

 

These fields are used to populate a work information record on incident creation. You need to set the value only in the Work_Info_Details field. The other fields contain default values, which can be set later.

Work_Info_SecureLog 
Work_Info_SecureLog 
Work_Info_Details 
Work_Info_Type 
Work_Info_ViewAccess 
WorkInfoAttachment1Name 
WorkInfoAttachment1Data 
WorkInfoAttachment1OrigSize 
TemplateInstanceID Incident template Instance ID.
Create_Request A flag to create a Service Request from the interface record. The default value is No. This flag can be set in the Incident Rules form.

Note

When an incident template is used to create an incident, the field values passed through the interface form overwrite values that are defined in the incident template. With the exception that if a null value is passed through the interface form, the value is replaced from the template. For example, if the product category in the template is Hardware and in the interface form null is passed, the incident product category is set to Hardware.

Add_WorkInfo

The following table lists the input fields used in the Add_WorkInfo operation.

Input fieldValueDescription
ActionADD_WORKINFOA keyword triggers a workflow that initiates the add work information operation.
Incident Number An incident ID with which to update the work information.
Details Details of the work information.
Communication Source Optional field.
View access Optional field.

Process_Event

Using the Process_Event operation, you can create or update an incident, relate an event to an incident, and consolidate related incidents.

For information about using the Process_Event operation, see Creating incidents and Updating incidents.

Input Field

Value

Description

Action

PROCESS_EVENT

Keyword to trigger the event workflow.

mc_ueid

Event ID

Event ID of the external system.

Summary

Incident Summary

Summary of incident.

CompoentID

ReconID of CI

Used in level 2 incident creation.

HPD_CI

Name of CI

Name of CI used in level 2 creation.

Company

Company used in the incident

If no company name is provided, it is derived from BMC Remedy ITSM.

outboundidentifier

A unique source identifier

Represents the third-party source that created the incident.

Incident_Type

 

 

Not applicable for Process_Event function.

Reported_Source

 

ServiceCI

 

ServiceCI_ReconID

 

CI_Name

 

ReconciliationIdentity

 

HPD_CI_ReconID

 

PersonInstanceID

 

Flag_Create_Request

 

A flag to create a Service Request from the interface record. The default value is No. This flag can be set in the Incident Rules form.

IncidentTemplateID

 

Incident template instance ID

Product_Categorization_Tier_1

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the Service_CI field if a valid service is passed in.

Product_Categorization_Tier_2

 

Product_Categorization_Tier_3

 

Product_Model_Version

 

Product_Name

 

Manufacturer

 

Categorization_Tier_1

 

 

These fields represent the operational categorization structure.

Categorization_Tier_2

 

Categorization_Tier_3

 

Closure_Product_Category_Tier1

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the HPD_CI field if a valid CI is passed in.

Closure_Product_Category_Tier2

 

Closure_Product_Category_Tier3

 

Closure_Product_Model_Version

 

Closure_Product_Name

 

Closure_Manufacturer

 

Assigned_Support_Company

 

 

These fields represent the assignment information structure.  If no value is provided, assignment routing is used.

Assigned_Support_Organization

 

Assigned_Group

 

Assignee

 

Work_Info_Details

 

 

 

These fields are used to populate a work information record on incident creation. You need to set the value only in the Work_Info_Details field. The other fields contain default values, which can be set later.

Work_Info_Source

 

Work_Info_SecureLog

 

Work_Info_Type

 

Work_Info_ViewAccess

 

WorkInfoAttachment1Name

 

WorkInfoAttachment1Data

 

WorkInfoAttachment1OrigSize

 

policy_type

 

For BMC internal use only.

policy_name

 

For BMC internal use only.

use_case

 

For BMC internal use only.

Impact_OR_Root

 

For BMC internal use only.

root_component_id_list

 

For BMC internal use only.

cell_name

 

For BMC internal use only.

Created_By

 

For BMC internal use only.

Status_Event

 

For BMC internal use only.

Component_SubStatus

 

For BMC internal use only.

isSubStatusEnabled

 

For BMC internal use only.

TMP_StatusReason

 

For BMC internal use only.

TMP_Status

 

For BMC internal use only.

bOrphanedRoot

 

For BMC internal use only.

prop_destination

 

For BMC internal use only.

Incident_For

 

For BMC internal use only.

TimeOfEvent

 

For BMC internal use only.

Resolution

 

For BMC internal use only.

EventData

 

For BMC internal use only.

EventMOM

 

For BMC internal use only.

EventSource

 

For BMC internal use only.

EventPriority

 

For BMC internal use only.

EventSeverity

 

For BMC internal use only.

EventURL1

 

For BMC internal use only.

EventURL2

 

For BMC internal use only.

EventDetectedAt

 

For BMC internal use only.

EventArrivedAtServer

 

For BMC internal use only.


Related topics


Creating an entry using REST API

Was this page helpful? Yes No Submitting... Thank you

Comments