Using HPD_ IncidentOutboundEvent web service
Using the HPD_ IncidentOutboundEvent web service, you can poll against Remedy IT Service Management (Remedy ITSM) to retrieve information about incidents generated from an event management system.
After an incident record is created in the outbound form, an external system can access the record using the HPD_IncidentOutboundEvent web service. This web service provides the capability to query Remedy ITSM for changes throughout the lifecycle of an incident.
Accessing the web service
Access this web service using the following URL format:
Web service operations
The following operations are available in the HPD_IncidentOutboundEvent web service:
Operation | Description |
|---|---|
Returns a list of incident events that match the qualification. | |
Updates the last polled timestamp of the matching records. |
GetEvents
Use the GetEvents operation to retrieve information about incident events that have been created and updated.
Input field | Value | Description |
|---|---|---|
Qualification | A valid AR System qualification | A keyword triggers a workflow that initiates the create operation. An example of a typical qualification would be: ‘LastPollTimeStamp’ <= “current timestamp” And ‘instance_name’ = “<outbound identifier value>” The above example returns all records that are updated since the last time the update timestamp operation was run. Note: The field ‘Outbound Identifier’ on the HPD:ServiceInterface and HPD:HelpDesk forms maps to the ‘instance_name’ field on the HPD:IncidentOutboundEvent form. |
The following table lists the fields of each incident event record returned:
Output field | Description |
|---|---|
IncidentNumber | ID of incident created from the event |
msg | Incident Summary |
incident_notes | Incident Notes |
incident_status | Incident Status |
status_reason | Incident Status Reason |
Company | Company incident was created on |
Assigned_Group | Assigned group of incident |
incident_assignee | Assignee of incident |
incident_priority | Incident priority |
EventId | ID of event that generated the incident |
component_id | Reconciliation ID of the CI the incident was created against |
Temp Fields 1-10 | There are 10 temporary fields that can be used to return additional information about the incident. |
incident_submitter | Used internally |
component_name | Used internally |
component_status | Used internally |
original_priority | Used internally |
cell_name | Used internally |
original_Cell_name | Used internally |
impact_roots | Used internally |
bOrphanedRoot | Used internally |
use_case | Used internally |
submitDate | Used internally |
manually_created_incident | Used internally |
prop_destination | Used internally |
modified_Date | Used internally |
date_time | Used internally |
UpdateTimestamp
The following table lists the input fields used in the UpdateTimestamp operation. All that is required is the instance_name. If no LastPollTimeStamp value is passed, the current date/time will be used.
Input field | value | Description |
|---|---|---|
instance_name | Unique identifier | A unique identifier to identify what external source created the incident. If there are multiple event management systems, this value enables you to query and update only records created by the specific system. Note: The field ‘Outbound Identifier’ on the HPD:ServiceInterface and HPD:HelpDesk forms maps to the ‘instance_name’ field on the HPD:IncidentOutboundEvent form. |
Action | UPDATETIMESTAMP | Keyword used to trigger workflow. |
LastPollTimeStamp | Timestamp of last polled | If no value is provided, the current Date/time is used. |