Find Items process for the BMC Remedy AR System adapter

The Find Item process searches the BMC Remedy Action Request (AR) System schema for records matching the specified criteria.

The following BMC Communities video (3:16) shows how to integrate with TrueSight Orchestration with BMC Remedy ARS using the Out-of-the-Box integration: Find Items. 

YouTube icon-play.png https://www.youtube.com/watch?v=17FMhY_Zbmk&feature=youtu.be

The following table describes the input elements for the <items> XML for the Find Items process:

Input elements for the Find Items process

Input

Description

Required

<adapter name>

Specifies the name of the adapter to be used for the process, as configured in Grid Manager

Default value: ARSadapter

No

<items>

Specifies the XML document containing the elements required to query a BMC Remedy AR System schema, including the search criteria

Note

Specify values for each field required by BMC Remedy AR System to find a complete record.

Yes

<schema>

Specifies the BMC Remedy AR System schema from which the entries are retrieved

Yes

<version>

Specifies the version of the BMC Remedy AR System application

Valid values:

  • v7.0
  • v7.5
  • v7.6
  • v8.0
  • v8.1
  • v9.0
  • v9.1

Yes

<item type>

Indicates the type of record to be obtained

<item type> is used to define the type of values retrieved and is used as a label for the collection returned. The value is user-defined and there is no validation within the process for a specific item type.

Valid values: trouble-ticket, outage

No

<connection parameters>

Contains the metadata required by the adapter to connect to the target

Note

<connection parameters> is not currently being used by the Find Items process.

No

<download attachments>

Specifies whether attachments need to be downloaded with details or only the details are to be returned in the response

Valid values: true, false

  • If <download attachments> is true, the attachments are downloaded on the destination location that is configured in the adapter configuration and the attachment details are returned in the response. The attachment file name gets appended with the current system timestamp and a random number between one thousand to one million. For example, if the file name is input.txt, then the adapter appends the system timestamp and a random number, so the file name can be input_16003309694769963266.txt.
  • If <download attachments> is false, the attachment details are returned in the response without downloading the attachment to the specified directory.

No

<retrieve attachment in response>

Specifies whether the attachment is a Base 64-encoded string

Valid values: true, false (default)

  • If <retrieve attachment in response> is true, <download attachments> is ignored

    The attachment is a Base64-encoded string.
  • If <retrieve attachment in response> and <download attachments> are false, only the attachment details are shown in the response.

No

<max-retrieve>

Specifies the maximum number of records to be retrieved per request

If you do not specify <max-retrieve> or if its value is set to zero, all the matching records are retrieved.

Records are retrieved by using the default sorted order, which is ascending, based on the created date or entry ID. The adapter uses the default order that is used by the BMC Remedy AR System application.

No

<fields>

Contains the fields to be returned by the query

Yes

<field>

Specifies the fields in the BMC Remedy AR System application that must be retrieved

Yes

 

 

The following figure shows the sample <items> XML for the Find Items process:

<items> XML for the Find Items process

<items>
 <item>
 <schema>Alert Events</schema>
 <max-retrieve>4</max-retrieve>
 <query>'2'="Demo"</query>
   <fields>
     <field>User</field>
     <field>Priority</field>
   </fields>
 </item>
</items>

The following table describes the output element for the Find Items process:

Output element for the Find Items process

Output

Description

<adapter response>

Specifies the XML document returned by the adapter request executed on BMC Remedy AR System

Note

The fields returned reflect the fields provided within the <fields> element of the <items> input element.

The following figure illustrates the XML sample of the output elements for the Find Items process:

XML sample of the output elements for the Find Items process

<query-action-result>
 <entries>
   <metadata>
     <entry-count>4</entry-count>
   </metadata>
   <entry id="000000000001578">
     <field name="User">Demo</field>
     <field name="Priority">0</field>
   </entry>
   <entry id="000000000001579">
     <field name="User">Demo</field>
     <field name="Priority">0</field>
   </entry>
   <entry id="000000000001580">
     <field name="User">Demo</field>
     <field name="Priority">0</field>
   </entry>
   <entry id="000000000001581">
     <field name="User">Demo</field>
     <field name="Priority">0</field>
  </entry>
 </entries>
</query-action-result>

The following figure shows a sample <items> XML for the Find Items process using the WorkOrderInterface_Create (Normal) form:

<items> XML for the Find Items process using the WorkOrderInterface_Create (Normal) form

<items>
   <item>
<schema>WOI:WorkOrderInterface_Create</schema>
<key>Summary</key>
<value>MyWorkorder3</value>
<fields>
 <field>Work Order Type</field>
 <field>Manager Support Organization</field>
 <field>Manager Support Group Name</field>
 <field>Company</field>
 <field>Request Manager Company</field>
 <field>Customer Organization</field>
 <field>Customer First Name</field>
 <field>Customer Last Name</field>
 <field>Last Name</field>
 <field>First Name</field>
 <field>Location Company</field>
 <field>Summary</field>
 <field>Customer Company</field>
</fields>
 </item>
</items>

The following figure illustrates the output elements for the Find Items process using the WorkOrderInterface_Create (Normal) form:

Output elements for the Find Items process using the WorkOrderInterface_Create (Normal) form

<query-action-result>
 <entries>
   <metadata>
     <entry-count>4</entry-count>
   </metadata>
   <entry id="000000000000004">
     <field name="Work Order Type">2000</field>
     <field name="Company">Global</field>
     <field name="Summary">My_Workorder_summar1</field>
     <field name="Status">2</field>
   </entry>
   <entry id="000000000000003">
     <field name="Work Order Type">2000</field>
     <field name="Company">Calbro Services</field>
     <field name="Summary">My_Workorder_summary2</field>
     <field name="Status">0</field>
   </entry>
   <entry id="000000000000002">
     <field name="Work Order Type">2000</field>
     <field name="Company">Global</field>
     <field name="Summary">My_Workorder_summary3</field>
     <field name="Status">2</field>
   </entry>
   <entry id="000000000000001">
     <field name="Work Order Type">2000</field>
     <field name="Company">Calbro Services</field>
     <field name="Summary">My_Workorder_summary4</field>
     <field name="Status">5</field>
   </entry>
 </entries>
</query-action-result>

The following figure shows a sample <items> XML for the Find Items process using the WorkOrderInterface (Self-Join) form:

<items> XML for the Find Items process using the WorkOrderInterface (Self-Join) form

<items>
 <item>
 <schema>WOI:WorkOrder</schema>
 <key>Summary</key>
 <value>My_Workorder3</value>
 <fields>
   <field>Customer Organization</field>
   <field>Customer First Name</field>
   <field>Customer Last Name</field>
   <field>Last Name</field>
   <field>First Name</field>
   <field>Location Company</field>
   <field>Summary</field>
   <field>Customer Company</field>
 </fields>
 </item>
</items>

The following figure illustrates the output elements for the Find Items process using the WorkOrderInterface (Self-Join) form:

Output elements for the Find Items process using the WorkOrderInterface (Self-Join) form

<query-action-result>
 <entries>
   <metadata>
     <entry-count>4</entry-count>
   </metadata>
   <entry id="WO0000000000105">
     <field name="Customer Organization" />
     <field name="Customer First Name">John</field>
     <field name="Customer Last Name">Smith</field>
     <field name="Last Name">Smith</field>
     <field name="First Name">John</field>
     <field name="Location Company">Calbro Services</field>
     <field name="Summary">Workorder3</field>
     <field name="Customer Company">Global</field>
   </entry>
   <entry id="WO0000000000102">
     <field name="Customer Organization" />
     <field name="Customer First Name">John</field>
     <field name="Customer Last Name">Smith</field>
     <field name="Last Name">Smith</field>
     <field name="First Name">John</field>
     <field name="Location Company">Calbro Services</field>
     <field name="Summary">Workorder2</field>
     <field name="Customer Company">Global</field>
   </entry>
   <entry id="WO0000000000101">
     <field name="Customer Organization" />
     <field name="Customer First Name">John</field>
     <field name="Customer Last Name">Smith</field>
     <field name="Last Name">Smith</field>
     <field name="First Name">John</field>
     <field name="Location Company">Calbro Services</field>
     <field name="Summary">Workorder1</field>
     <field name="Customer Company">Global</field>
   </entry>
   <entry id="WO0000000000004">
     <field name="Customer Organization" />
     <field name="Customer First Name">John</field>
     <field name="Customer Last Name">Smith</field>
     <field name="Last Name">Smith</field>
     <field name="First Name">John</field>
     <field name="Location Company">Calbro Services</field>
     <field name="Summary">Workorder0</field>
     <field name="Customer Company">Global</field>
   </entry>
 </entries>
</query-action-result>

 

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