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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.

HPD_IncidentInterface_Create_WS

You can create incident records either through web services, or through the interface form. The following tables list the values needed to submit an incident through the HPD:IncidentInterface_Create form. 

Required input fields to return customer information

This table lists fields that are required to get the customer information from the People form:

DB field on interface form

Displayed on web services

Field value

Notes

Last_Name

Last_Name

Used to populate the customer information section on the HPD:Help Desk form

First_Name

First_Name

Used to populate the customer information section on the HPD:Help Desk form

Middle Initial

Middle_Initial

Used to populate the customer information section on the HPD:Help Desk form

Login_ID

Login_ID

Used to populate the customer information section on the HPD:Help Desk form

Contact_ Company

Customer_Company

Used to populate the customer information section on the HPD:Help Desk form

Corporate ID

Corporate_ID

Used to populate the customer information section on the HPD:Help Desk form

You can pass all of the fields in this table to the interface to get the customer information from the People form, or just one of the following subsets:

  • Login_ID (Login_ID is considered a unique identifier on its own)
  • Customer_Company and Corporate_ID (when used together, these two fields are consider a unique identifier)
  • First_Name, Middle_Initial, and Last_Name (this subset of fields might not guarantee a unique identification, depending on how data is delimited in your system)

Required core attribute fields
This table lists the required core attribute fields.

DB field on interface form

Displayed on web services

Field value

Notes

z1D_Action

Action

CREATE

Keyword triggers workflow that initiates the submit operation

Status

Status

Service_Type

Service_Type

Impact

Impact

Urgency

Urgency

Description

Summary

Maps to Summary on the HPD:Help Desk form

Reported Source

Reported_Source


Optional input field values
The following table lists optional input field values:
 

DB field on interface form

Displayed on web services

Notes

Detailed_Decription

Notes

Status_Reason

Status_Reason

Assigned Support Company

Support_Company

Required when status is set to greater than or equal to Assigned

Assigned Support Organization

Support_Organization

Required when status is set to greater than or equal to Assigned

Assigned Group

Assigned_Group

Required when status is set to greater than or equal to Assigned

Assigned Group Shift Name

Assigned_Group_Shift_Name

Required when status is set to greater than or equal to Assigned

Assignee

Assignee

Required when status is set to greater than or equal to Assigned

Product Categorization Tier 1

Product_Categorization_ Tier_1

Displayed under the Product Categorization section on the interface and main forms

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

Displayed under the Operational Categorization section on the interface and main forms

Categorization Tier 2

Categorization_Tier_2

Categorization Tier 3

Categorization_Tier_3

Closure Product Category Tier1

Closure_Product_Category_ Tier_1

Displayed under the Resolution Product Categorization Section on the interface and main forms

Closure Product Category Tier 2

Closure_Product_Category_ Tier_2

Closure Product Category Tier 3

Closure_Product_Category_ Tier_3

Closure Product Name

Closure_Product_Name

Closure Product Model/Version

Closure_Product_Model_ Version

Closure Manufacturer

Closure_Manufacturer

Resolution Category Tier 1

Resolution_Category_Tier_1

Displayed under the Resolution Categorization Section on the interface and main forms

Resolution Category Tier 2

Resolution_Category_Tier_2

Resolution Category Tier 3

Resolution_Category_Tier_3

Direct Contact Company

N/A

Direct Contact First Name

Direct_Contact_First_Name

Direct Contact Last Name

Direct_Contact_Last_Name

Direct Contact Phone Number

N/A

Direct Contact Internet E-mail

N/A

Direct Contact Organization

N/A

Direct Contact Department

N/A

Direct Contact Site

N/A

CI Name

CI_Name

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

Lookup Keyword

Lookup_Keyword

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

z1D_WorklogDetails

Work_Info_Summary

Required for creating work information

z1D_ActivityType

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

Flag_Create_Request

Create_Request

A Yes or No selection. Used to automatically generate a request entry when set to Yes. For more information about this, see Creating a service request entry.

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_ReconID

HPD_CI_ReconID

Middle Initial

Middle_Initial

If specified, the Middle Initial can make the customer information more unique. Otherwise, it will get populated automatically, if applicable.

Status_Reason

Status_Reason

Direct Contact Middle Initial

Direct_Contact_Middle_Initial

If specified, the Middle Initial can make the direct contact information more unique. Otherwise, it will get populated automatically, if applicable.

TemplateID

TemplateID

Optional for creating an incident using Incident Templates. Specify the Template InstanceID (FieldID 179) which can be found on the HPD:Template form.

Fields set through workflow

The following table lists the fields set through workflow:

DB field on interface form

Notes

Incident Number

Contact_Company

Company

Client Type

Client Sensitivity

VIP

Middle Initial

Priority

Set from impact and urgency values

Priority Weight

Set from impact and urgency values

Person ID

Site Group

Site

Site ID

Organization

Region

Desk Location

Mail Station

Internet E-mail

Phone_Number

Department

Reported Date

CC Business

Label is--Country Code

Area Business

Label is--Area Code

Local Business

Label is--Local Phone

Extension Business

Incident_Entry_ID

Assignee Login ID

Set from the Assignment workflow

Schema Name

Set from the CI Association

HPD_CI

Set from HPD_CI_ReconID value

HPD_CI_FormName

Set from HPD_CI_ReconID value

z1D_CI_FormName

Set from HPD_CI_ReconID value

State Province

Set by the specified customer information

Street

Set by the specified customer information

Zip/Postal Code

Set by the specified customer information

Corporate ID

Set by the specified customer information

Time Zone

Set by the specified customer information

Direct Contact Region

Set by the specified direct contact information

Direct Contact Site Group

Set by the specified direct contact information

Direct Contact Street

Set by the specified direct contact information

Direct Contact State/Province

Set by the specified direct contact information

Direct Contact City

Set by the specified direct contact information

Direct Contact Zip/Postal Code

Set by the specified direct contact information

Direct Contact Time Zone

Set by the specified direct contact information

Direct Contact Desk Location

Set by the specified direct contact information

Direct Contact Mail Station

Set by the specified direct contact information

Direct Contact Site ID

Set by the specified direct contact information

Direct Contact Country Code

Set by the specified direct contact information

Direct Contact Area Code

Set by the specified direct contact information

Direct Contact Local Number

Set by the specified direct contact information

Direct Contact Extension

Set by the specified direct contact information

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