This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.

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

HelpDesk_Modify_Service

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

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

  • The interface form must populate all fields mapped with values on the Help Desk 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.

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

Related topic

Publishing the AR System functionality as a web service Open link

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 the 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. The default value is General Information if the field is left null.

z1D_Secure_Log

Work_Info_Locked


Optional for creating work information. The default value is No if the field is left null.

z1D_View_Access

Work_Info_View_Access


Optional for creating work information. The default value is Internal if the field is 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 Open link .

ServiceCI_ReconID

ServiceCI_ReconID


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

HPD_CI

HPD_CI



HPD_CI_ReconID

HPD_CI_ReconID



HPD_CI_FormName

HPD_CI_FormName



z1D_CI_FormName

z1D_CI_FormName



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

Comments