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HPD_IncidentServiceInterface operations

The HPD_IncidentServiceInterface web service enables you to create an incident and add the incident work information. The following operations are supported:

Create_Incident

Use the Create_Incident operation to create an incident using the HPD:ServiceInterface web service. The following table lists the input fields used in the Create_Incident operation. These fields are also available on the HPD:ServiceInterface form.

Input fieldValueDescription
ActionCREATE_INCIDENT

A keyword triggers a workflow that initiates the create operation.

Summary Required field. This field maps to the Description field on the HPD:ServiceInterface form.
Incident_Type 

 

Required fields. Default values for these fields are populated by the workflow.

Reported_Source 
Impact 
Urgency 
Notes This field maps to the Notes field on HPD:ServiceInterface form.
Status This field maps to the Status field.
Status_Reason This field maps to the incident Status Reason.
Customer_FirstName 

 

 

Required fields. You can pass either these field values or the Person Instance ID. For infrastructure event type incidents, these fields are not required.

Customer_LastName 
Customer_MiddleInitial 
Customer_Company 
Customer_LoginID 
Customer_CorporateID 
Person_InstanceID 
Direct_Contact_FirstName 

 

 

Optional fields used for incident contact information. Passing in a combination of these fields returns matching contact(s).

Direct_Contact_LastName 
Direct_Contact_MiddleInitial 
Direct_Contact_Company 
Direct_Contact_LoginID 
Direct_Contact_CorporateID 
Service_CI Service CI name. This field maps to the Service CI field.
ServiceCI_ReconID Service CI Reconciliation ID. This field is used to look up a Service CI to relate to the incident.
HPD_CI CI Name. This field maps to the CI+ field.
HPD_CI_ReconID CI Reconciliation ID. This field is used to look up a CI to add in the CI+ field on Incident.
CI_Name CI Name. This field is used to create a CI relationship in the table only (Not in the CI+ field).
ReconciliationIdentity CI Reconciliation ID. This field is used to look up a CI and  create a CI relationship in the table only (Not in the CI+ field).
Product_Categorization_Tier_1 

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the Service_CI field if a valid service is passed in.

Product_Categorization_Tier_2 
Product_Categorization_Tier_3 
Product_Model_Version 
Product_Name 
Manufacturer 
Categorization_Tier_1 

 

These fields represent the operational categorization structure.

Categorization_Tier_2 
Categorization_Tier_3 
Resolution 

 

These fields represent the resolution categorization structure.

Resolution_Category_Tier_1 
Resolution_Category_Tier_2 
Resolution_Category_Tier_3 
Closure_Product_Category_Tier1 

 

 

These fields represent the product categorization structure. Values in these fields can be manually populated using correct values, or derived from the HPD_CI field if a valid CI is passed in.

Closure_Product_Category_Tier2 
Closure_Product_Category_Tier3 
Closure_Product_Model_Version 
Closure_Product_Name 
Closure_Manufacturer 
Assigned_Support_Company 

 

These fields represent the assignment information structure.  If no value is provided, assignment routing is used.

Assigned_Support_Organization 
Assigned_Group 
Assignee 
Work_Info_Source 

 

 

 

These fields are used to populate a work information record on incident creation. You need to set the value only in the Work_Info_Details field. The other fields contain default values, which can be set later.

Work_Info_SecureLog 
Work_Info_SecureLog 
Work_Info_Details 
Work_Info_Type 
Work_Info_ViewAccess 
WorkInfoAttachment1Name 
WorkInfoAttachment1Data 
WorkInfoAttachment1OrigSize 
TemplateID Incident template Instance ID.
Create_Request A flag to create a Service Request from the interface record. The default value is No. This flag can be set in the Incident Rules form.

Add_WorkInfo

The following table lists the input fields used in the Add_WorkInfo operation.

Input fieldValueDescription
ActionADD_WORKINFOA keyword triggers a workflow that initiates the add work information operation.
Incident Number An incident ID with which to update the work information.
Details Details of the work information.
Communication Source Optional field.
View access Optional field.

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