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.

KnownError_Modify_Service

Known Error modifications are made through the PBM:KnownErrorInterface form. To search for and modify a specific known error, use the Known Error ID as the search criteria.

When using web services, all fields mapped with values on the Known Error form must be populated by the interface form; otherwise, a null value is sent and the current values are overwritten.

Input field values

DB field on interface form

Displayed on web services

Field value

Notes

z1D_Action

Action

MODIFY

Keyword triggers workflow that initiates the modify operation.

Known Error ID

Known_Error_ID



Know Error Status

Known_Error_Status



Status_Reason

Status_Reason



Description

Summary



Detailed Description

Notes



Impact

Impact



Urgency

Urgency



View Access

View_Access



Searchable

Searchable



Category

Category



Company

Company



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



Generic Categorization Tier 1

Generic_Categorization_Tier_1



Temporary Workaround

Temporary_ Workaround



Resolution

Resolution



Assigned Support Company

Assigned_Support_Company



Assigned Support Organization

Assigned_Support_Organization



Assigned Group

Assigned_Group



Assignee

Assignee



z1D_ WorklogDetails

Work_Info_Summary


Required for creating work information

z1D_Details

Work_Info_Notes


Optional for creating work information

z1D_Activity Type

Work_Info_Type


Optional for creating work information. If the field is left null, the default value General Information is used.

z1D_ActivityDate_tab

Work_Info_Date


Optional for creating work information

z1D_CommunicationSource

Work_Info_Source


Optional for creating work information

z1D_Secure_Log

Work_Info_Locked


Optional for creating work information. If the field is left null, the default value No is used.

z1D_View_Access

Work_Info_View_Access


Optional for creating work information. If the field is left null, the default value Internal is used.

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 .

PBM_CI

PBM_CI



PBM_CI_ReconID

PBM_CI_ReconID



z1D_CI_FormName

z1D_CI_FormName



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