Update Incident operation for the CA Service Desk adapter

The Update Incident operation updates an incident record in the CA Service Desk application.

The following table describes the <items> XML elements for the Update Incident operation.

Note

Use the <items> element when you call an adapter from an out-of-the-box process in BMC Atrium Orchestrator Development Studio. Use the adapter request XML when you create a custom process by using the Call Adapter activity in BMC Atrium Orchestrator Development Studio.

Elements for the <items> XML element and adapter request for the Update Incident operation

The following figure illustrates a sample adapter request for the Update Incident operation:

Sample adapter request for the Update Incident operation

<casd-request>
<operation-name>update-incident</operation-name>
<arguments>
   <target>
     <soap-url>https://machine.domain.com:8443/axis/services/USD_R11_WebService?wsdl</soap-url>
     <host>172.11.11.111</host>
     <user-name>username</user-name>
     <password>password</password>
     <port>8443</port>
     <protocol>https</protocol>
     <use-ssl-certificate>true</use-ssl-certificate>
     <allow-unsigned-certificate>true</allow-unsigned-certificate>
     <install-certificate>true</install-certificate>
     <passphrase>changeit</passphrase>
   </target>
   <query-parameters>
     <incident-number>121</incident-number>
     <assignee>l1</assignee>
     <group>Test Group</group>
     <status>Fix In Progress</status>
     <priority>2</priority>
     <is-active>true</is-active>
     <incident-area>Email</incident-area>
     <configuration-item>Test1</configuration-item>
     <reported-by>ServiceDesk</reported-by>
     <affected-end-user>g1</affected-end-user>
     
     <summary>Test summary</summary>
     <description>Test description</description>
     <problem>47</problem>
     <change>271</change>
     <caused-by-change-order>262</caused-by-change-order>
     <incident-priority>5</incident-priority>
     <impact>3-Single Group</impact>
     <urgency>2-Soon</urgency>
     <severity>2-Supervisor Escal.</severity>
     
     <parent/>
     <earliest-resolve-date/>
     <latest-resolve-date/>
     <is-child/>
     <root-cause>B</root-cause>
     <sla-violation/>
     <is-template/>
     <number-of-records>-1</number-of-records>
     <additional-search-arguments/>
   </query-parameters>
   <update-parameters>
     <affected-end-user>ServiceDesk,,</affected-end-user>
     <incident-area>Email</incident-area>
     <status>Acknowledged</status>
     <priority>4</priority>
     <assignee>System_Argis_User</assignee>
     <group>g1</group>
     <configuration-item>Test</configuration-item>
     <severity>1-Escalated</severity>
     <urgency>3-quickly</urgency>
     <impact>4-Small Group</impact>
     <problem>47</problem>
     <call-back-date>11/28/2012 02:25 pm</call-back-date>
     <root-cause>A</root-cause>
     <change>216</change>
     <caused-by-change-order>218</caused-by-change-order>
     <outage-start-time>11/17/2011 03:24 pm</outage-start-time>
     <outage-end-time>11/18/2011 04:24 pm</outage-end-time>
     <summary>Test Incident Updated</summary>
     <description>Test Description Updated</description>
     <parent>85</parent>
     <template-name>Asset Query ITIL Policy Medium</template-name>
   </update-parameters>
</arguments>
</casd-request>

The following figure illustrates the adapter response for the sample request:

Sample adapter response for the Update Incident operation

<casd-response>
<metadata>
   <status>success</status>
   <response-count>1</response-count>
</metadata>
<responses>
   <response>
     <metadata>
       <status>success</status>
       <count>1</count>
     </metadata>
     <items>
       <item>
         <Handle>cr:400052</Handle>
         <description>Test Description Updated</description>
         <is-active>YES</is-active>
         <configuration-item>Test</configuration-item>
         <assignee></assignee>
         <call-back-date>11/28/2012 02:25 PM</call-back-date>
         <call-back-flag>1</call-back-flag>
         <incident-area>Email</incident-area>
         <caused-by-change-order>218</caused-by-change-order>
         <change>216</change>
         <charge-back-id></charge-back-id>
         <close-date></close-date>
         <created-via>3554</created-via>
         <affected-end-user>ServiceDesk,,</affected-end-user>
         <event-token></event-token>
         <group>g1</group>
         <extern-ref></extern-ref>
         <extern-token></extern-token>
         <id>400052</id>
         <impact>4-Small Group</impact>
         <incident-priority>7</incident-priority>
         <last-modified>11/28/2011 03:32 PM</last-modified>
         <reported-by>ServiceDesk,,</reported-by>
         <macro-predicted-violation>0</macro-predicted-violation>
         <open-date>11/22/2011 05:41 PM</open-date>
         <outage-end-time>01/01/1970 05:30 AM</outage-end-time>
         <outage-start-time>01/01/1970 05:30 AM</outage-start-time>
         <parent-change>85</parent-change>
         <persistent-id>cr:400052</persistent-id>
         <predicted-sla-violation>0</predicted-sla-violation>
         <priority>4</priority>
         <problem>47</problem>
         <incident-number>121</incident-number>
         <resolve-date></resolve-date>
         <root-cause>A</root-cause>
         <severity>1-Escalated</severity>
         <sla-violation>0</sla-violation>
         <base-template></base-template>
         <status>Acknowledged</status>
         <string1></string1>
         <string2></string2>
         <string3></string3>
         <string4></string4>
         <string5></string5>
         <string6></string6>
         <summary>Test Incident Updated</summary>
         <template-name>Asset Query ITIL Policy Medium</template-name>
         <support-lev></support-lev>
         <time-spent-sum>00:04:56</time-spent-sum>
         <type>Incident</type>
         <urgency>3-Quickly</urgency>
       </item>
     </items>
   </response>
</responses>
</casd-response>

Update Incident operation for the CA Service Desk adapter

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