This documentation supports the 9.1 version of Service Desk.

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

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 field Value Description
Action CREATE_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_Suport_Company  

 

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

Assigned_Suport_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  
TemplateInstanceID   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 field Value Description
Action ADD_WORKINFO A 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.

Process_Event

Using the Process_Event operation, you can create or update an incident, relate an event to an incident, and consolidate related incidents.

For information about using the Process_Event operation, see Creating incidents and Updating incidents.

Input Field

Value

Description

Action

PROCESS_EVENT

Keyword to trigger the event workflow.

mc_ueid

Event ID

Event ID of the external system.

Summary

Incident Summary

Summary of incident.

CompoentID

ReconID of CI

Used in level 2 incident creation.

HPD_CI

Name of CI

Name of CI used in level 2 creation.

Company

Company used in the incident

If no company name is provided, it is derived from BMC Remedy ITSM.

outboundidentifier

A unique source identifier

Represents the third-party source that created the incident.

Incident_Type

 

 

Not applicable for Process_Event function.

Reported_Source

 

ServiceCI

 

ServiceCI_ReconID

 

CI_Name

 

ReconciliationIdentity

 

HPD_CI_ReconID

 

PersonInstanceID

 

Flag_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.

IncidentTemplateID

 

Incident template instance ID

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

 

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_Details

 

 

 

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_Source

 

Work_Info_SecureLog

 

Work_Info_Type

 

Work_Info_ViewAccess

 

WorkInfoAttachment1Name

 

WorkInfoAttachment1Data

 

WorkInfoAttachment1OrigSize

 

policy_type

 

For BMC internal use only.

policy_name

 

For BMC internal use only.

use_case

 

For BMC internal use only.

Impact_OR_Root

 

For BMC internal use only.

root_component_id_list

 

For BMC internal use only.

cell_name

 

For BMC internal use only.

Created_By

 

For BMC internal use only.

Status_Event

 

For BMC internal use only.

Component_SubStatus

 

For BMC internal use only.

isSubStatusEnabled

 

For BMC internal use only.

TMP_StatusReason

 

For BMC internal use only.

TMP_Status

 

For BMC internal use only.

bOrphanedRoot

 

For BMC internal use only.

prop_destination

 

For BMC internal use only.

Incident_For

 

For BMC internal use only.

TimeOfEvent

 

For BMC internal use only.

Resolution

 

For BMC internal use only.

EventData

 

For BMC internal use only.

EventMOM

 

For BMC internal use only.

EventSource

 

For BMC internal use only.

EventPriority

 

For BMC internal use only.

EventSeverity

 

For BMC internal use only.

EventURL1

 

For BMC internal use only.

EventURL2

 

For BMC internal use only.

EventDetectedAt

 

For BMC internal use only.

EventArrivedAtServer

 

For BMC internal use only.

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Comments

  1. Pedro Menchero garcia olias

    Hi,

    You have a mistake in your documentation, for "Action" you should use "CREATE" instead of "CREATE_INCIDENT" in order to work propperly.

    Regards,

    Jul 08, 2016 07:26
    1. Pallavi Tayde

      Hello Pedro,

      Thank you for your comment. I shall check this with the SME and revert back to you.

      Regards,

      Pallavi

      Jul 12, 2016 04:44
  2. Pallavi Tayde

    Hello Pedro,

    I checked it with the SMEs. As per web service, we tested using SOAP UI and the action is correct.

    This is a new service interface designed for automation systems and is currently being consumed by TrueSight as part of BSR (Business Service Resolution) integration. The new service interface expects the value CREATE_INCIDENT in the action field.

    The CREATE keyword was used in older interface and the form used was HPD:IncidentInterface_Create.

    Regards,

    Pallavi

    Jul 12, 2016 05:53
  3. Rajesh Kushwaha

    Hi Pallavi ,

    I gone through above paragraph , but issue is that your xml file is no readable so we cant understand it properly ,can you please publish same content in proper manner .

    Thanks

    Rajeh Kushwaha

    Oct 13, 2016 01:37
    1. Aditya Kirloskar

      Hello Rajesh,

      Sorry for the delay in responding. Attaching the XML file again.



      Regards,

      Aditya

      Mar 13, 2019 02:48
  4. Todd Lucas

    Can anyone from BMC provide some sample code that utilizes REST services to create a new Incident? I am developing in C# .NET, but can understand many languages. Anything to get me started would help!

    Jan 30, 2018 10:37
    1. Aditya Kirloskar

      Hello Todd,

      Thank you for your comment. Below is the code sample you can use to create the Incident.

      {

        "values": {

          "First_Name": "Allen",

          "Last_Name": "Allbrook",

          "Description": "REST API: Incident Creation",

          "Impact": "1-Extensive/Widespread",

          "Urgency": "1-Critical",

          "Status": "Assigned",

          "Reported Source": "Direct Input",

          "Short Description": "testing 123",

          "Service_Type": "User Service Restoration",

          "z1D_Action": "CREATE"

      }

      }

      Regards,

      Aditya


      Feb 07, 2019 12:58