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_Query_Service and KnownError_QueryList_Service functions

With the query service, the KnownError_Query_Service and KnownError_QueryList_Service functions allow searches for specific known error tickets or a set of known error tickets. These two functions are web-service specific.

To perform a search outside of web services, use the PBM:Known Error form.

Input values

Web service field

Field value

Notes

Known_Error_ID

Only the KnownError_Query_Service operation uses this field.

Qualification

AR System qualification

Only the KnownError_QueryList_Service and KnownError_GetWorkInfoList operations use this field.

Output values

Web service field

Notes

Known_Error_ID

Returned only in the KnownError_QueryList_Service operation.

Summary

Notes

Known_Error_Status

Status_Reason

Impact

Urgency

Priority

Priority_Weight

Searchable

Category

View_Access

Company

Product_Categorization_Tier_1

Product_Categorization_Tier_2

Product_Categorization_Tier_3

Product_Name

Product_Model_Version

Manufacturer

Categorization_Tier_1

Categorization_Tier_2

Categorization_Tier_3

Generic_Categorization_Tier_1

Temporary_Workaround

Resolution

Assigned_Support_Company

Assigned_Support_Organization

Assigned_Group

Assignee

Support_Company_Pblm_Mgr

Support_Organization_Pblm_Mgr

Target_Date

ServiceCI

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

ServiceCI_ReconID

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

PBM_CI

PBM_CI_ReconID

PBM_CI_FormName

Problem_Coordinator_Support_Company

Problem_Coordinator_Support_Organization

Problem_Coordinator_Assigned_Group

Problem_Coordinator

Corrective_Action_Determined

Last_Corrected_Date

Submit_Date

Target_Resolution_Date

Vendor_Responded_On

Workaround_Determined_On


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