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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.

Problem Management integrations

You use the interface forms in Problem Management to create or modify problem investigations, known errors, or solution databases. Using these interface forms, you can also query a record or list of records associated with the following Problem Management sub-systems.

Available web services

The following list displays the available web services for each sub-system.

Problem Investigation

  • Problem_Submit_Service
  • Problem_Modify_Service
  • Problem_Query_Service and Problem_QueryList_Service
  • GetListOfRelatedProblems function
  • Problem _GetWorkInfoList function

Known Error

  • KnownError_Submit_Service
  • KnownError_Modify_Service
  • KnownError_Query_Service and KnownError_QueryList_Service
  • KnownError_GetWorkInfoList function
  • GetListOfRelatedKnownErrors function

Solution Database

  • Solution_Submit_Service
  • Solution_Modify_Service
  • Solution_AddKeyword_Service
  • Solution_Query_Service and Solution_QueryList_Service

You can also add a work information entry at the time you create or modify any of these records. In the Solution module, you can also add keywords to a Solution record.

When using web services, you can query one, or a set of records from each sub-system.

The mappings on the PBM:ProblemInterface_Create form are shared among the Problem Management sub-systems, and therefore you should be cautious about which keywords you send into the action field.

The following is a list of the web service functions available for Problem Management. 

  • Submit (submit with work information, add a keyword in solution database)
  • Modify (modify with work information, add a keyword in solution database)
  • Query/Query List
  • Add Keyword Service (Solution database sub-system only)
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