HPD_IncidentInterface_Create_WS
You can create incident records through web services or the interface form. The following tables list the values needed to submit an incident through the HPD:IncidentInterface_Create form.
Required input fields to return customer information
This table lists fields that are required to get the customer information from the People form.
DB field on interface form | Displayed on web services |
|---|---|
Last_Name | Last_Name |
First_Name | First_Name |
Middle Initial | Middle_Initial |
Login_ID | Login_ID |
Contact_Company | Customer_Company |
Corporate ID | Corporate_ID |
You can pass all of the fields in this table to the interface to get the customer information from the People form, or one of the following subsets:
- Login_ID (Login_ID is considered a unique identifier on its own.)
- Customer_Company and Corporate_ID (When used together, these fields are consider a unique identifier.)
- First_Name, Middle_Initial, and Last_Name (This subset of fields might not guarantee a unique identification, depending on how data is delimited in your system.)
Required core attribute fields
DB field on interface form | Displayed on web services | Field value | Notes |
|---|---|---|---|
z1D_Action | Action | CREATE | Keyword triggers workflow that initiates the submit operation. |
Status | Status |
|
|
Service_Type | Service_Type |
|
|
Impact | Impact |
|
|
Urgency | Urgency |
|
|
Description | Summary |
| Maps to Summary on the HPD:Help Desk form. |
Reported Source | Reported_Source |
|
|
Optional input field values
DB field on interface form | Displayed on web services | Notes |
|---|---|---|
Detailed_Description | Notes |
|
Status_Reason | Status_Reason |
|
Assigned Support Company | Support_Company | Required when status is set to greater than or equal to Assigned. |
Assigned Support Organization | Support_Organization | Required when status is set to greater than or equal to Assigned. |
Assigned Group | Assigned_Group | Required when status is set to greater than or equal to Assigned. |
Assigned Group Shift Name | Assigned_Group_Shift_Name | Required when status is set to greater than or equal to Assigned. |
Assignee | Assignee | Required when status is set to greater than or equal to Assigned. |
Product Categorization Tier 1 | Product_Categorization_Tier_1 | Displayed under the Product Categorization section on the interface and main forms. |
Product Categorization Tier 2 | Product_Categorization_Tier_2 |
|
Product Categorization Tier 3 | Product_Categorization_Tier_3 |
|
Product Name | Product_Name |
|
Product Model/Version | Product_Model_Version |
|
Manufacturer | Manufacturer |
|
Categorization Tier 1 | Categorization_Tier_1 | Displayed under the Operational Categorization section on the interface and main forms. |
Categorization Tier 2 | Categorization_Tier_2 |
|
Categorization Tier 3 | Categorization_Tier_3 |
|
Closure Product Category Tier1 | Closure_Product_Category_Tier_1 | Displayed under the Resolution Product Categorization section on the interface and main forms. |
Closure Product Category Tier 2 | Closure_Product_Category_Tier_2 |
|
Closure Product Category Tier 3 | Closure_Product_Category_Tier_3 |
|
Closure Product Name | Closure_Product_Name |
|
Closure Product Model/Version | Closure_Product_Model_Version |
|
Closure Manufacturer | Closure_Manufacturer |
|
Resolution Category Tier 1 | Resolution_Category_Tier_1 | Displayed under the Resolution Categorization section on the interface and main forms. |
Resolution Category Tier 2 | Resolution_Category_Tier_2 |
|
Resolution Category Tier 3 | Resolution_Category_Tier_3 |
|
Direct Contact Company | N/A |
|
Direct Contact First Name | Direct_Contact_First_Name |
|
Direct Contact Last Name | Direct_Contact_Last_Name |
|
Direct Contact Phone Number | N/A |
|
Direct Contact Internet E-mail | N/A |
|
Direct Contact Organization | N/A |
|
Direct Contact Department | N/A |
|
Direct Contact Site | N/A |
|
CI Name | CI_Name | For more information about this element, see Associating entries with configuration items. |
Lookup Keyword | Lookup_Keyword | For more information about this element, see Associating entries with configuration items. |
z1D_WorklogDetails | Work_Info_Summary | Required for creating work information. |
z1D_ActivityType | Work_Info_Type | Optional for creating work information. Defaults to General Information if left null. |
z1D_Secure_Log | Work_Info_Locked | Optional for creating work information. Defaults to No if left null. |
z1D_View_Access | Work_Info_View_Access | Optional for creating work information. Defaults to Internal if left null. |
z1D_Details | Work_Info_Notes | Optional for creating work information. |
z1D_ActivityDate_tab | Work_Info_Date | Optional for creating work information. |
z1D_CommunicationSource | Work_Info_Source | Optional for creating work information. |
Flag_Create_Request | Create_Request | A Yes or No selection. When this field is set to Yes, a request entry is automatically created. For more information about the Requester Console, see Incident-Management-interface. |
ServiceCI | ServiceCI | For more information about this element, see Associating entries with configuration items. |
ServiceCI_ReconID | ServiceCI_ReconID | For more information about this element, see Associating entries with configuration items. |
HPD_CI_ReconID | HPD_CI_ReconID |
|
Middle Initial | Middle_Initial | If specified, the Middle Initial can make the customer information more unique. Otherwise, it will get populated automatically, if applicable. |
Status_Reason | Status_Reason |
|
Direct Contact Middle Initial | Direct_Contact_Middle_Initial | If specified, the Middle Initial can make the direct contact information more unique. Otherwise, it will get populated automatically, if applicable. |
TemplateID | TemplateID | Optional for creating an incident by using Incident Templates. Specify the Template InstanceID (FieldID 179), which is on the HPD:Template form. |
Fields set through workflow
DB field on interface form | Notes |
|---|---|
Incident Number |
|
Contact_Company |
|
Company |
|
Client Type |
|
Client Sensitivity |
|
VIP |
|
Middle Initial |
|
Priority | Set from Impact and Urgency values |
Priority Weight | Set from Impact and Urgency values |
Person ID |
|
Site Group |
|
Site |
|
Site ID |
|
Organization |
|
Region |
|
Desk Location |
|
Mail Station |
|
Internet E-mail |
|
Phone_Number |
|
Department |
|
Reported Date |
|
CC Business | Label is Country Code |
Area Business | Label is Area Code |
Local Business | Label is Local Phone |
Extension Business |
|
Incident_Entry_ID |
|
Assignee Login ID | Set from the Assignment workflow |
Schema Name | Set from the CI Association |
HPD_CI | Set from HPD_CI_ReconID value |
HPD_CI_FormName | Set from HPD_CI_ReconID value |
z1D_CI_FormName | Set from HPD_CI_ReconID value |
State Province | Set by the specified customer information |
Street | Set by the specified customer information |
Zip/Postal Code | Set by the specified customer information |
Corporate ID | Set by the specified customer information |
Time Zone | Set by the specified customer information |
Direct Contact Region | Set by the specified direct contact information |
Direct Contact Site Group | Set by the specified direct contact information |
Direct Contact Street | Set by the specified direct contact information |
Direct Contact State/Province | Set by the specified direct contact information |
Direct Contact City | Set by the specified direct contact information |
Direct Contact Zip/Postal Code | Set by the specified direct contact information |
Direct Contact Time Zone | Set by the specified direct contact information |
Direct Contact Desk Location | Set by the specified direct contact information |
Direct Contact Mail Station | Set by the specified direct contact information |
Direct Contact Site ID | Set by the specified direct contact information |
Direct Contact Country Code | Set by the specified direct contact information |
Direct Contact Area Code | Set by the specified direct contact information |
Direct Contact Local Number | Set by the specified direct contact information |
Direct Contact Extension | Set by the specified direct contact information |