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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.
BMC Helix ITSM: Service Desk 21.3 ... Developing Incident Management SOAP web services

HPD_IncidentInterface_Create_WS

You can create incident records through web services or 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

Last_Name

Last_Name

First_Name

First_Name

Middle Initial

Middle_Initial

Login_ID

Login_ID

Contact_Company

Customer_Company

Corporate ID

Corporate_ID

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

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

DB field on interface form

Displayed on web services

Notes

Detailed_Description

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 Open link .

Lookup Keyword

Lookup_Keyword

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

z1D_WorklogDetails

Work_Info_Summary

Required for creating work information.

z1D_ActivityType

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.

Flag_Create_Request

Create_Request

A Yes or No selection. When this field is set to Yes, a request entry is automatically created. For more information about the Requester Console, see Incident Management interface.

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_ReconID

HPD_CI_ReconID


Middle Initial

Middle_Initial

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

TemplateID

TemplateID

Optional for creating an incident by using Incident Templates. Specify the Template InstanceID (FieldID 179), which is on the HPD:Template form.

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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Last modified by Vinoth Kumar Poosapadi Poosapadi Ramasubramanian on Dec 07, 2023
reference pubme helpdesk_submit_service incident_soap

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