SOAP web services for BMC Service Request Management
Integrate custom applications with Service Request Management by using the following SOAP web services.
Request_Submit_Service
Use the Request_Submit_Service function to create and submit service requests. The following tables list the values required to submit a service request through the SRM:RequestInterface_Create form.
Service requests generated from the Request_Submit_Service function are validated against On Behalf Of (OBO) rules. To use this function, an administrator must configure an OBO rule so that the Requested By user can submit a service request on behalf of the Requested For user. For information about configuring OBO rules, see Creating on-behalf-of definition rules.
Important
Service request definitions (SRDs) that have questions associated with them are currently not supported because no mechanism exists to gather the responses to questions through the web service interface.
The following table lists the required fields if you are using web services or an interface form. A record is not created if the required field values are NULL.
Web service field | Database field on interface form | Notes |
|---|---|---|
Company | Company | |
TitleInstanceID | TitleInstanceID | Instance ID of the service to be requested. An interface must be built for users to easily obtain this value from the SRD. |
Source_Keyword | Source Keyword | Enter Interface Form or something similar to describe the origin. |
Login_ID | Login ID | |
Add_Request_For | Add Request For: | The interface form has the following attributes for the Requested For field on the interface form:
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Impact | Impact | The interface form has the following attributes for the Impact field on the interface form.
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Urgency | Urgency | The interface form has the following attributes for the Urgency field on the interface form.
|
Status | Status | The interface form has the following attributes for the Status field on the interface form.
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AppRequestSummary | AppRequestSummary | The title of the SRD must be passed through the AppRequestSummary field of the web service. The Summary field on the service request stores this value. |
The following table lists optional input field values. These fields are not required to create an entry.
Web service field | Database field on interface form |
|---|---|
Details | Details |
Status_Reason | Status Reason |
Middle_Name | Middle Name |
Phone_Number | Phone Number |
Internet_E-Mail | Internet E-Mail |
Organization | Organization |
Department | Department |
z1D_WorkInfoDate | z1D_WorkInfoDate |
z1D_WorkInfoCommunicationSource | z1D_WorkInfoCommunicationSource |
z1D_WorkInfoSummary | z1D_WorkInfoSummary |
z1D_WorkInfoDetails | z1D_WorkInfoDetails |
The following table lists the fields set by workflow. Input fields (required and optional) trigger the workflow to generate the values in the fields. When you use web services, these fields are not exposed.
Web service field | Database field on interface form | Field value | Notes |
|---|---|---|---|
Short_Description | Short Description | "." | |
Source Keyword | Web Service | ||
Submitter | $USER$ | ||
Submitter | login_ID | ||
z1D_Action | z1D Action | CREATE | |
Summary | OfferingTitle | Filled in with "SRD Title" | |
Impact | Impact | 3-Moderate/Limited | |
Urgency | Urgency | 3-Medium | |
Status | Status | Draft | |
Requested For | Add Request For: | Individual | |
Login ID | $USER$ | ||
Categorization_Tier_1 | Categorization Tier 1 | Filled in from Navigation Categories - Category 1 field on SRD | |
| Categorization_Tier_2 | Categorization Tier 2 | Filled in from Navigation Categories - Category 2 field on SRD | |
| Categorization_Tier_3 | Categorization Tier 3 | Filled in from Navigation Categories - Category 3 field on SRD | |
Submitter | $USER$ | ||
Request Type | Standard | ||
First_Name | First Name | Filled in from Login ID | |
Last_Name | Last Name | Filled in from Login ID | |
Location_Company | Location Company | Filled in from Company | |
z1D_WorkInfoType | z1D_WorkInfoType | General Information | |
z1D_WorkInfoSecureLog | z1D_WorkInfoSecureLog | Yes | |
z1D_WorkInfoViewAccess | z1D_WorkInfoViewAccess | Public |
When a record is created successfully, the function returns the newly created record ID.
Request_Modify_Service
Use the Request_Modify_Service function to modify service requests.
Important
- You cannot add Work Info entries by using the Modify interface.
- The application does not return any value exists to signal that a record has been modified.
- If you specify a null value, the null value overwrites the value currently in the form.
To modify a service request through the Request_Modify_Service function, the InstanceID field must include the Instance ID of the entry that is to be modified.
You can modify service request records only through web services (not through interface forms).
The following values can be modified through the Request_Modify_Service function:
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Request_Query_Service and Request_QueryList_Service
The query functions are web service-specific operations. If you want to search outside of web services, search the SRM:Request form directly.
When using web service query functions, you must specify one of the values listed in the following table:
Web service field | Field value | Notes |
|---|---|---|
Request_Number | The request number of the item to query | Used only by the Request_Query_Service function |
Qualification | A valid Action Request System qualification | Used only by the Request_QueryList_Service function |
The following table lists the output values:
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WorkOrder_GetList_WorkInfo
Use the WorkOrder_GetList_WorkInfo function to return a list of work info records for a list of work order entries. The web service call is made on the WOI:WorkInfo form.
For example, you can provide a list of work orders where the Email Service configuration item (CI) has been related to the work order records. Or, you might provide a list of work orders where a specific server is related to the work order records. The query uses the Reconciliation ID of the CI to obtain the list of work orders.
The following table lists the input values:
Web service field | Field value | Required | Notes |
|---|---|---|---|
Qualification | AR System qualification | Yes | For example: 'WorkInfoType' = "General Information" AND 'Submitter' != "Remedy Application Service" |
| startRecord | NA | Optional | |
| maxLimit | NA | Optional | The maximum number of entries to return |
The following table lists the output values:
Web service field | Field on form | Notes |
|---|---|---|
WorkInfoInstanceID | InstanceID | |
WorkInfoStatus | Status | |
WorkInfoType | Work Log Type | |
WorkInfoCommSource | Communication Source | |
WorkInfoSummary | Description | |
WorkInfoNotes | Detailed Description | |
WorkOrderNumber | Work Order ID | Work order number to which the 'work info' belongs |
WorkInfoSecureLog | Secure Work Log | |
WorkLogSubmitDate | Work Log Submit Date | |
WorkLogDate | Work Log Date | |
LastModifiedDate | Last Modified Date |
GetListOfWorkOrders
The following table lists the values needed to retrieve a list of work orders and their associations:
Web service field | Field value | Required | Notes |
|---|---|---|---|
Qualification | AR System qualification | Yes | For example:'Status' = "Pending" AND 'Priority' = "Critical" |
| startRecord | NA | Optional | |
| maxLimit | NA | Optional | The maximum number of entries to return |
The following table lists the values the output values:
Web service field | Field on form | Notes |
|---|---|---|
Request_ID | Request ID | Unique identifier on WOI:WorkOrder RelationshipInterface form, which is a join form of the WOI:Association and WOI:WorkOrderInterface forms |
Request_ID01 | Request ID01 | Unique identifier on the WOI:Association form |
Association_Type01 | Association Type01 | |
Lookup_Keyword | Lookup Keyword | |
Request_Type01 | Request Type01 | |
Business_Service | Business Service | |
CI_DatasetId | CI_DatasetId | |
CI_ReconId | CI_ReconId | |
InstanceId | InstanceId | |
Product_Cat_Tier_1 | Product Cat Tier 1(2) | |
Product_Cat_Tier_2 | Product Cat Tier 2 (2) | |
Product_Cat_Tier_3 | Product Cat Tier 3 (2) | |
Product_Model_Version | Product Model/Version | |
Product_Name_2_ | Product Name (2) | |
Work_Order_ID | Work Order ID | Unique identifier on the WOI:WorkOrderInterface form |
Status | Status | |
Status_Reason | Status Reason | |
Actual_End_Date | Actual End Date | |
Actual_Start_Date | Actual Start Date | |
Completed_Date | Completed Date | |
Last_Modified_Date | Last Modified Date | |
Scheduled_End_Date | Scheduled End Date | |
Scheduled_Start_Date | Scheduled Start Date | |
Submit_Date | Submit Date | |
Summary | Description | |
Priority | ||
RequestAssignee | ASCHG |
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