This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

HelpDesk_Query_Service and HelpDesk_QueryList_Service functions

The HelpDesk_Query_Service and HelpDesk_QueryList_Service functions allow searches for specific incident tickets (using the query service) or a set of incident tickets (using the query list service).These functions are web service specific. To perform a search outside of web services, you must search directly from the HPD:Help Desk form.

 The following table lists the input values:

Input values

Web service field

Field value

Notes

Incident_Number

This is used only by the HelpDesk_Query_Service operation.

Qualification

AR System qualification

This is used only by the HelpDesk_QueryList_ Service and HelpDesk_GetWorkInfoList operation. For more information, see Obtaining entry details with the Get operation type .

 The following table lists the output values:

Output values

Web service field

Notes

Incident_Number

Returned only in the HelpDesk_QueryList_Service

Status

Status_Reason

Summary

Notes

Service_Type

Reported_Source

Impact

Urgency

Priority

Priority_Weight

First_Name

Contact_Company

Last_Name

Middle_Initial

VIP

Contact_Sensitivity

Phone_Number

Internet_Email

Company

Organization

Department

Site

Country

Region

City

Site Group

Assigned_Support_Company

Assigned_Support_Organization

Assigned_Support_Shift_Name

Assigned_Group

Assignee

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

Closure_Product_Category_Tier1

Closure_Product_Category_Tier2

Closure_Product_Category_Tier3

Closure_Product_Name

Closure_Product_Model_Version

Closure _Manufacturer

Resolution

Resolution_Category

Resolution_Category_Tier_2

Resolution_Category_Tier_3

Closed_Date

Estimated_Resolution_Date

Reported_Date

Required_Resolution_DateTime

Submit_Date

ServiceCI

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

ServiceCI_ReconID

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

HPD_CI

HPD_CI_ReconID

HPD_CI_FormName

z1D_CI_FormName

Related topic

Testing web services using soapUI

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Comments

  1. Rohit Bhushan

    Thanks for above information. This is really very helpful.

     

    I need some more detailed information as i want to make some webservice call to Remedy to query incident on certain criteria.

    I tried using URL given to generate WSDL to consume in our application but not sure if those are correct as i am getting error

    http://<mid-tier server>:<port>/arsys/WSDL/public/<AR Servername>/HPD_IncidentServiceInterface

    I need to understand what should be mid-tier server , port , AR ServerName etc. Could someone help me with WSDL to fetch data from BMC Remedy?

     

    Regards

    Rohit Bhushan

    rb.rohitbhushan@gmail.com

     

     

    May 28, 2017 03:49
    1. Nidhi Das

      Hello Rohit,

      I will discuss this with the concerned SME and will write back to you.

      Thanks,
      Nidhi

      May 29, 2017 12:53
    1. Mokshada Shivarekar

      Hello Rohit,

      Please contact BMC Support to confirm that you have entered correct values in the URL.

      Regards,

      Mokshada

      Jun 28, 2017 06:04