This documentation supports the 9.1 version of Service Request Management.

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


This topic provides a brief overview of the functions. For work orders, web services are available for query functions, but not for submit or modify. 

Submit functions

Submit functions are used to create a record; for example, opening a form in New mode, then saving it as a new record. Each topic that describes submit functions (for example, Request_Submit_Service and HPD_IncidentInterface_Create_WS ) can contain the following tables:

  • Required input field values — These fields are required and a record is not created if they have null values.
  • Optional input field values — These fields are not required to create an entry, but they might need to be populated, depending on the status the entry to be created. (See the Notes column in each table for more information about specific fields).
  • Fields set by workflow — The values in these fields are generated by workflow that is triggered by the input fields (required and optional) only. When using web services, they are not exposed to the user.
    For example, the Priority field value is calculated when you populate the Impact and Urgency fields.
    When a record is created successfully, the newly created record ID is returned.

To make sure that the Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permissions to modify this form.

Modify functions

The creation of work log entries is the only workflow triggered by a modify function. When using web services, if there are populated fields in the main form that you want to modify, specify those values in the corresponding web service fields. See Request_Modify_Service and HelpDesk_Modify_Service .


If you specify a null value, the null value overwrites the value currently in the form.

The application does not return any value to signal that a record has been modified.

Query functions

The query functions are web service-specific operations. See Web services for Work Order Management and Request_Query_Service and Request_QueryList_Service.

When using web service functions, you must specify the ticket number on which to query (module_Query_Service), or a valid AR System qualification — if you query from a list of entries (module_QueryList_service).

The LIKE operator can be used in the qualification of an unlimited character field length, this type of field is stored as a CLOB in the database.

Was this page helpful? Yes No Submitting... Thank you