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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

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

HelpDesk_Modify_Service

You can modify incident records either through web services or the interface form.

When modifying an incident record through web services, observe the following points:

  • All fields mapped with values on the Help Desk form must be populated by the interface form, otherwise a null value is sent, and the current values are overwritten.
  • The Assignee must be set through the HPD:Help Desk form to move past the Assigned status.
Related topic

Publishing the BMC Remedy AR System functionality as a web service

 The following table indicates the values required to modify an incident through the HPD:IncidentInterface form. 

Input fields

DB field on interface form

Displayed on web services

Field value

Notes

z1D Action

Action

MODIFY

Keyword triggers workflow that initiates the modify operation

Incident Number

Incident_Number

ID of Incident to modify

This qualification determines which incident to modify.

Company

Impact

Impact

Urgency

Urgency

Description

Summary

Appears in Summary on the Help Desk form

Detailed Description

Notes

Appears in Notes on the Help Desk form

Status

Status

Service Type

Service_Type

Reported Source

Reported_Source

Product Categorization Tier 1

Product_ Categorization_Tier_1

Product Categorization Tier 2

Product_ Categorization_Tier_2

Product Categorization Tier 3

Product_ Categorization_Tier_3

Product Name

Product_Name

Product Model/Version

Product_Model_Version

Manufacturer

Manufacturer

Categorization Tier 1

Categorization_Tier_1

Categorization Tier 2

Categorization_Tier_2

Categorization Tier 3

Categorization_Tier_3

Closure Product Category Tier1

Closure_Product_ Category_Tier1

Closure Product Category Tier2

Closure_Product_ Category_Tier2

Closure Product Category Tier3

Closure_Product_ Category_Tier3

Closure Product Name

Closure_Product_Name

Closure Model/Version

Closure_Product_Model_Version

Closure Manufacturer

Closure_Manufacturer

Resolution

Resolution

Resolution Category

Resolution_Category

Resolution Category Tier 2

Resolution_Category_ Tier_2

Resolution Category Tier 3

Resolution_Category_ Tier_3

Resolution Method

Resolution_Method

z1D_ WorklogDetails

Work_Info_Summary

Required for creating work information

z1D_Activity_Type

Work_Info_Type

Optional for creating work information. Defaults to General Information if left null.

z1D_Secure_Log

Work_Info_Locked

Optional for creating work information. Defaults to No if left null.

z1D_View_Access

Work_Info_View_Access

Optional for creating work information. Defaults to Internal if left null.

z1D_Details

Work_Info_Notes

Optional for creating work information

z1D_ActivityDate_tab

Work_Info_Date

Optional for creating work information

z1D_CommunicationSource

Work_Info_Source

Optional for creating work information

Status_Reason

Status_Reason

ServiceCI

ServiceCI

For more information about this element, see Associating entries with configuration items.

ServiceCI_ReconID

ServiceCI_ReconID

For more information about this element, see Associating entries with configuration items.

HPD_CI

HPD_CI

HPD_CI_ReconID

HPD_CI_ReconID

HPD_CI_FormName

HPD_CI_FormName

z1D_CI_FormName

z1D_CI_FormName

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