Create Remedy Incident

arsCreateIncident(uri, userid, password, firstName, lastName, summary [, additionalProperties])

You can create a BMC Remedy ITSM Incident using the Console Automation Server. This function connects to the BMC Remedy server using the uri parameter using the userid and password for authentication. An incident is created using the firstName, lastName and summary. You can also create an incident through the rule-based form. Additional properties may be specified as well. The recognized properties are:

Assigned_Group
Assigned_Group_Shift_Name
Assigned_Support_Company
Assigned_Support_Organization
Assignee
Categorization_Tier_1
Categorization_Tier_2
Categorization_Tier_3
CI_Name
Closure_Manufacturer
Closure_Product_Category_Tier1
Closure_Product_Category_Tier2
Closure_Product_Category_Tier3
Closure_Product_Model_Version
Closure_Product_Name
Department
Impact	One of 1-Extensive 2-Significant/Large 3-Moderate/Limited 4-Minor/Localized
Lookup_Keyword<</p>/td>
Manufacturer
Product_Categorization_Tier_1
Product_Categorization_Tier_2
Product_Categorization_Tier_3
Product_Model_Version
Reported_Source	One of: Direct Input Product_Name Email External Escalation Fax Self Service Systems Management Phone Voice Mail Walk In Web Other BMC Impact Manager Event
Resolution
Resolution_Category_Tier_1
Resolution_Category_Tier_2
Resolution_Category_Tier_3
Service_Type	One of: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event
Status	One of: New Assigned In Progress Pending Resolved Closed Cancelled
Action
Create_Request
Summary
Notes
Urgency	One of: 1-Critical 2-High 3-Medium 4-Low
Work_Info_Summary
Work_Info_Notes
Work_Info_Type	One of: ----- Customer Inbound ----- Customer Communication Customer Follow-up Customer Status Update ----- Customer Outbound ----- Closure Follow Up Detail Clarification General Information Resolution Communications Satisfaction Survey Status Update ----- General ----- Incident Task / Action Problem Script Working Log Email System Paging System BMC Impact Manager Update Chat
Work_Info_Date
Work_Info_Source	One of: Email Fax Phone Voice Mail Walk In Pager System Assignment Web Other BMC Impact Manager Event
Work_Info_Locked
Work_Info_View_Access	One of: Internal Public
Middle_Initial
Status_Reason	One of: Infrastructure Change Created Local Site Action Required Purchase Order Approval Registration Approval Supplier Delivery Support Contact Hold Third Party Vendor Action Reqd Client Action Required Infrastructure Change Request Future Enhancement Pending Original Incident Client Hold Monitoring Incident Customer Follow-Up Required Temporary Corrective Action No Further Action Required Resolved by Original Incident Automated Resolution Reported No longer a Causal CI
Direct_Contact_First_Name
Direct_Contact_Middle_Initial
Direct_Contact_Last_Name
TemplateID
ServiceCI
ServiceCI_ReconID
HPD_CI
HPD_CI_ReconID
HPD_CI_FormName
WorkInfoAttachment1Name
WorkInfoAttachment1Data
WorkInfoAttachment1OrigSize
Customer_Company
Corporate_ID

Parameters:

uri	The URI of the web service including the protocol, hostname and port. For example: https://u-42.ioconcepts.com:9443/arsys/services/ARService?server=mwbppm9a&webService=HPD_IncidentInterface_Create_WS
userid	The User ID for authentication.
password	The password for authentication.
summary	The summary for the incident.
additionalProperties	Additional properties for the incident record. See the description above

Returns:

The incident number as a string if the function succeeded, false otherwise.

Example

trigger on message.COLOR == WHITE

uri = "http://172.21.46.96:9090/arsys/..."

userid = "Allen"

password= "password"

firstName = "Allen"

lastName = "Allbrook"

summary = "A WTO/WTOR was received: [" + message.SESSION_NAME + "]" + message.TEXT

arsCreateIncident(uri, userid, password, firstName, lastName, summary)

Create Remedy Incident

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