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.

Problem_Submit_Service

The Problem_Submit_Service interface form uses shared fields between problem investigations and known errors.

When you successfully create a Problem Investigation entry, the web services returns a newly created Problem Investigation ID.

Required input values to create a problem investigation entry

DB field on interface form

Displayed on web services

Field value

Notes

z1D_Action

Action

PROBLEM

Keyword triggers workflow that initiates the submit operation.

First Name

First_Name



Last Name

Last_Name



Description

Summary



Status

Status



Impact

Impact



Urgency

Urgency



Investigation Driver

Investigation_Driver



Assigned Group Pblm Mgr

Problem_Coordinator_Assigned_Group


If Assignment engine is configured, you might not need to specify the Problem Coordinator values.

Support Company Pblm Mgr

Problem_Coordinator_Support_Company



Support Organization Pblm Mgr

Problem_Coordinator_Support_Organization



 Optional input field values

DB field on interface form

Displayed on web services

Notes

Detailed Description

Notes


Investigation Justification

Investigation_Justification


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


Temporary Workaround

Workaround


Generic Categorization Tier 1

Generic_Categorization_Tier_1


Categorization Tier 1

Categorization_Tier_1


Categorization Tier 2

Categorizaton_Tier_2


Categorization Tier 3

Categorization_Tier_3


Assigned Support Company

Problem_Manager_Support_Company


Assigned Support Organization

Problem_Manager_Support_Organization


Assigned Group

Problem_Manager_Assigned_Group


z1D_WorklogDetails

Work_Info_Summary

Required for creating work information.

z1D_Problem_Activity_Type

Work_Info_Type

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

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.

z1D_Details

Work_Info_Notes

Optional for creating work information.

z1D_Activity_Date_tab

Work_Info_Date

Optional for creating work information.

z1D_CommunicationSource

Work_Info_Source

Optional for creating work information.

Target Resolution Date

Target_Date

Target Date is required when Status is not at Draft stage.

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_ReconID

PBM_CI_ReconID


Fields set by workflow

DB field on interface form

Notes

Sys-Problem Investigation ID


Company


Contact Company


Requestor Company


Support Organization Requester


Support Group Name Requester


Priority


Priority Weight


Requestor ID


Problem Manager Login


Site ID


Site


Region


Site Group


Phone Number Business


Person ID


Corporate ID


Support Group ID Requester


PBM Location Address


PBM_CI

Set from PBM_CI_ReconID value

z1D_CI_FormName

Set from PBM_CI_ReconID value

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