HelpDesk_Modify_Service

You can modify incident records either through web services or the interface form.

When modifying an incident record through web services, observe the following points:

All fields mapped with values on the Help Desk form must be populated by the interface form, otherwise a null value is sent, and the current values are overwritten.
The Assignee must be set through the HPD:Help Desk form to move past the Assigned status.

The following table indicates the values required to modify an incident through the HPD:IncidentInterface form.

Input fields

DB field on interface form	Displayed on web services	Field value	Notes
z1D Action	Action	MODIFY	Keyword triggers workflow that initiates the modify operation
Incident Number	Incident_Number	ID of Incident to modify	This qualification determines which incident to modify.
Company
Impact	Impact
Urgency	Urgency
Description	Summary		Appears in Summary on the Help Desk form
Detailed Description	Notes		Appears in Notes on the Help Desk form
Status	Status
Service Type	Service_Type
Reported Source	Reported_Source
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
Closure Product Category Tier1	Closure_Product_ Category_Tier1
Closure Product Category Tier2	Closure_Product_ Category_Tier2
Closure Product Category Tier3	Closure_Product_ Category_Tier3
Closure Product Name	Closure_Product_Name
Closure Model/Version	Closure_Product_Model_Version
Closure Manufacturer	Closure_Manufacturer
Resolution	Resolution
Resolution Category	Resolution_Category
Resolution Category Tier 2	Resolution_Category_ Tier_2
Resolution Category Tier 3	Resolution_Category_ Tier_3
Resolution Method	Resolution_Method
z1D_ WorklogDetails	Work_Info_Summary		Required for creating work information
z1D_Activity_Type	Work_Info_Type		Optional for creating work information. Defaults to General Information if left null.
z1D_Secure_Log	Work_Info_Locked		Optional for creating work information. Defaults to No if left null.
z1D_View_Access	Work_Info_View_Access		Optional for creating work information. Defaults to Internal if 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
Status_Reason	Status_Reason
ServiceCI	ServiceCI		For more information about this element, see Associating entries with configuration items.
ServiceCI_ReconID	ServiceCI_ReconID		For more information about this element, see Associating entries with configuration items.
HPD_CI	HPD_CI
HPD_CI_ReconID	HPD_CI_ReconID
HPD_CI_FormName	HPD_CI_FormName
z1D_CI_FormName	z1D_CI_FormName

HelpDesk_Modify_Service

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