Overview of SOAP web services for integrating custom applications with BMC Service Request Management

BMC Service Request Management provides a set of web services to integrate with custom applications. For integrating Service Request Management with a custom application, you must also use custom interface forms, web services, application templates, and so on.

Functions

You can use the submit, modify, and query functions to perform various tasks on service requests. For work orders, web services are available for query functions, but not for submit or modify functions.

Submit functions

Use the submit functions to create a record. For example, use the submit function to open a form in New mode, and then save it as a new record. Submit functions can contain the following fields:

Required input field values — These fields are required and a record is not created if they have null values.
Optional input field values — These fields are not required to create an entry, but they might need to be populated, depending on the status of the entry to be created.
Fields set by workflow — The values in these fields are generated by workflow that is triggered by the input fields (required and optional) only. These fields are not exposed to the users through the web services usage.
For example, the Priority field value is calculated when you populate the Impact and Urgency fields.
When a record is created successfully, the newly created record ID is returned.

For more information about submit functions, see SOAP web services for BMC Service Request Management and HPD_IncidentInterface_Create_WS.

To make sure that the Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permissions to modify this form.

Modify functions

The modify function triggers the workflow to create work log entries. To modify any value in the main form, specify those values in the corresponding web service fields. For more information, see SOAP web services for BMC Service Request Management and HelpDesk_Modify_Service.

Warning

If you specify a null value, the null value overwrites the value currently in the form.

The application does not return any value to signal that a record has been modified.

Query functions

The query functions are web service-specific operations. For more information about query functions, see SOAP web services for BMC Service Request Management.
When using web service functions, you must specify the ticket number on which to query (module_Query_Service), or a valid AR System qualification.

Service Request Management interface forms

The following interface forms for Service Request Management support basic submit, modify, and create operations:

SRM:RequestInterface_Create form — Interfaces with the primary form, SRM:Request. This interface form is the integration point for external systems to create new service requests.
SRM:RequestInterface form — Belongs to the primary form, SRM:Request. This self-join, interface form is the integration point for external systems to query or modify service requests.

These interface forms contain the necessary fields from the base form, SRM:Request. The command field, z1D_Action, is used to invoke the necessary action (for example, submit, modify, and create). You can invoke these operations by accessing these interface forms directly.

Work order management interface forms

The following interface forms for Work Order Management support basic create, modify, and query operations:

WOI:WorkOrderInterface_Create form — Interfaces with the primary Work Order Management form, WOI:WorkOrder. This interface form is the integration point for external systems to create new work order requests.
WOI:WorkOrderInterface form — Belongs to the primary Work Order Management form, WOI:WorkOrder. This self-join, interface form is the integration point for external systems to query or modify work order requests.

These interface forms contain the necessary fields from the base work order form, WOI:WorkOrder. The command field, z1D_Action, is used to invoke the necessary action (for example, submit, modify, and create). You can invoke these operations by accessing these interface forms directly.

Important

You cannot create or modify work orders by using web services. For these operations, you can use the BMC Helix ITSM API. For more information about creating a work order by using REST API, see Knowledge Article number 000330022 (Support logon ID required).