This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Developing

Incident Management and Problem Management in Mid Tier provide a set of interfaces that other applications can use to integrate with them. These interfaces include a set of AR System forms that you can use to define, query, and modify incidents. Additionally, web services interfaces are built on these forms to enable interaction of web services with Incident Management and Problem Management.

One design requirement for Mid Tier is that all applications and modules must provide defined interfaces for integration purposes. These interfaces abstract the third-party applications that integrate with the Mid Tier applications and modules. 

Related topic

Developing (BMC Helix ITSM documentation)

As a developer, use the Incident Management interface forms to:

  • Create or modify an incident
    When creating an incident, you can associate the incident to an existing CI and create a work information entry. You can also create a work information entry during an incident modification.
  • Query an incident or a list of incidents

The following panel lists the available Incident-Management-SOAP-web-services:
As a developer, you can use the web services listed below to integrate BMC Helix ITSM: Service Desk with custom applications.

SOAP web services for Incident Management

Use the Problem Management interface forms to:

  • Create or modify problem investigations or known errors.
    You can also add a work information entry at the time you create or modify any of these records. In the Solution module, you can also add keywords to a solution record. 
  • Query a record or list of records associated with the Problem Management subsystems. 

When using web services, you can query one record or a set of records from each subsystem.

Warning

The mappings on the PBM:ProblemInterface_Create form are shared among the Problem Management subsystems. Therefore, be cautious about which keywords you send into the action field.

The following web service functions are available for Problem Management:

  • Submit (submit with work information, add a keyword)
  • Modify (modify with work information, add a keyword)
  • Query or Query List

The following panels list the available Problem-investigation-SOAP-web-services and Known-Error-SOAP-web-services:

SOAP web services for problem investigations

SOAP web services for known errors

 

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