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Developing

Incident Managementand 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. 

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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

HPD_IncidentInterface_Create_WS

HelpDesk_Modify_Service

HelpDesk_Query_Service and HelpDesk_QueryList_Service functions

HelpDesk_GetWorkInfoList function

GetListOfRelatedIncidents function

HPD_IncidentServiceInterface operations

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.

Error
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

GetListOfRelatedProblems function

Problem_GetWorkInfoList function

Problem_Modify_Service

Problem_Submit_Service

Problem_Query_Service and Problem_QueryList_Service functions

SOAP web services for known errors

GetListOfRelatedKnownErrors function

KnownError_Submit_Service

KnownError_Modify_Service

KnownError_Query_Service and KnownError_QueryList_Service functions

KnownError_GetWorkInfoList function

 

 

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BMC Helix ITSM: Service Desk 25.3