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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_Query_Service and HelpDesk_QueryList_Service functions

The HelpDesk_Query_Service and HelpDesk_QueryList_Service functions allow searches for specific incident tickets (using the query service) or a set of incident tickets (using the query list service).

These functions are web service specific. To perform a search outside of web services, you must search directly from the HPD:Help Desk form.

Related topic

Testing web services using soapUI

 The following table lists the input values:

Web service field

Field value

Notes

Incident_Number

This is used only by the HelpDesk_Query_Service operation.

Qualification

AR System qualification

This is used only by the HelpDesk_QueryList_ Service and HelpDesk_GetWorkInfoList operation. For more information, see Obtaining entry details with the Get operation type .


 The following table lists the output values:

Web service field

Notes

Incident_Number

Returned only in the HelpDesk_QueryList_Service

Status

Status_Reason

Summary

Notes

Service_Type

Reported_Source

Impact

Urgency

Priority

Priority_Weight

First_Name

Contact_Company

Last_Name

Middle_Initial

VIP

Contact_Sensitivity

Phone_Number

Internet_Email

Company

Organization

Department

Site

Country

Region

City

Site Group

Assigned_Support_Company

Assigned_Support_Organization

Assigned_Support_Shift_Name

Assigned_Group

Assignee

Product_Categorization_Tier_1

Product_Categorization_Tier_2

Product_Categorization_Tier_3

Product_Name

Product_Model_Version

Manufacturer

Categorization_Tier_1

Categorization_Tier_2

Categorization_Tier_3

Closure_Product_Category_Tier1

Closure_Product_Category_Tier2

Closure_Product_Category_Tier3

Closure_Product_Name

Closure_Product_Model_Version

Closure _Manufacturer

Resolution

Resolution_Category

Resolution_Category_Tier_2

Resolution_Category_Tier_3

Closed_Date

Estimated_Resolution_Date

Reported_Date

Required_Resolution_DateTime

Submit_Date

ServiceCI

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

ServiceCI_ReconID

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

HPD_CI

HPD_CI_ReconID

HPD_CI_FormName

z1D_CI_FormName

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