E-Bonding Runbook Incident - Use Cases

This chapter describes the available use cases for the Incident Management module.

Incident Ticket

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy ITSM Incident Ticket. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Ticket to ITSM

This use case describes how a partner system can send information from his ticket system via E-Bonding Runbook to a BMC Remedy ITSM Suite. With this information, a new ticket is created in ITSM.
E-Bonding Runbook Message: incCreateTicket
E-Bonding Runbook Message XSDs:

incCreateTicketRequest.xsd
incCreateTicketResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateTicketRequest.xml
incCreateTicketResponse.xml

XML Request Format (Body Part):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketRequest incCreateTicketRequest.xsd ">
<bgi:General>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:Status>0</bgi:Status>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Customer>
<bgi:Contact>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany
</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization
</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup
</bgi:AssignedSupportGroup>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
</bgi:Owner>
Figure 1 incCreateTicket Request XML Sample (Part 1)
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
</bgi:Vendor>
<bgi:Resolution>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EstimatedResolutionDate>0</bgi:EstimatedResolutionDate>
</bgi:Resolution>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Incident>
Figure 2 incCreateTicket Request XML Sample (Part 2)

XML Response Format (Body Part PACK):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketResponse" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketResponse incCreateTicketResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:Escalated>0</bgi:Escalated>
<bgi:SLAResponded>0</bgi:SLAResponded>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Customer>
<bgi:Contact>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 3 incCreateTicket Response XML Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany
</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization
</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup
</bgi:AssignedSupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
<bgi:TotalTimeSpent>0</bgi:TotalTimeSpent>
<bgi:GroupTransfers>0</bgi:GroupTransfers>
<bgi:IndividualTransfers>0</bgi:IndividualTransfers>
<bgi:TotalTransfers>0</bgi:TotalTransfers>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
<bgi:Owner>bgi:Owner</bgi:Owner>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:SatisfactionRating>bgi:SatisfactionRating
</bgi:SatisfactionRating>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EsimatedResolutionDate>0</bgi:EsimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>

Figure 4 incCreateTicket Response XML Sample (Part 2)
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Incident>

Figure 5 incCreateTicket Response XML Sample (Part 3)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Incident Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Incident Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

Status
Impact
Urgency
Incident Type
Reported Source

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values, which can be written, in these fields are defined in a different part of ITSM and cannot be set freely. For those fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

Company
Service CI
HPD CI
Customer*
Contact*
Product Categorization
Operational Categorization
Assignment
Owner
Vendor

* The element blocks <bgi:Customer> and <bgi:Contact> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends new Ticket to ITSM (Template)

This use case describes how a partner system can send information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. The ticket is created with data from the Incident Template, configured in ITSM.
E-Bonding Runbook Message: incCreateTicketByTemplate
E-Bonding Runbook Message XSDs:

incCreateTicketByTemplateRequest.xsd
incCreateTicketByTemplateResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateTicketByTemplateRequest.xml
incCreateTicketByTemplateResponse.xml

XML Request Format (Body Part):
<bgi:Incident
xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketByTemplateRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketByTemplateRequest incCreateTicketByTemplateRequest.xsd ">
<bgi:General>
<bgi:IncidentTemplateName>bgi:IncidentTemplateName
</bgi:IncidentTemplateName>
<bgi:Company>bgi:Company</bgi:Company>
</bgi:General>
<bgi:Customer>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Customer>
<bgi:Contact>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Contact>
</bgi:Incident>
Figure 6 incCreateTicketByTemplate XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketByTemplateResponse" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketByTemplateResponse incCreateTicketByTemplateResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:Escalated>0</bgi:Escalated>
<bgi:SLAResponded>0</bgi:SLAResponded>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Customer>
<bgi:Contact>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 7 incCreateTicketByTemplate Response XML Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany
</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization
</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup
</bgi:AssignedSupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
<bgi:TotalTimeSpent>0</bgi:TotalTimeSpent>
<bgi:GroupTransfers>0</bgi:GroupTransfers>
<bgi:IndividualTransfers>0</bgi:IndividualTransfers>
<bgi:TotalTransfers>0</bgi:TotalTransfers>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
<bgi:Owner>bgi:Owner</bgi:Owner>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:SatisfactionRating>bgi:SatisfactionRating
</bgi:SatisfactionRating>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EsimatedResolutionDate>0</bgi:EsimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>

Figure 8 incCreateTicketByTemplate Response XML Sample (Part 2)
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Incident>

Figure 9 incCreateTicketByTemplate Response XML Sample (Part 3)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Incident Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Incident Excel Sheet.

Note to lookup fields / objects:
Various fields in BMC Remedy ITSM base on so called lookups. That means the values which can be written in these fields are defined in a different part of ITSM and cannot be set freely. For that fields, it is necessary that the E-Bonding Runbook owner and the partner responsible align joint value lists and configure them in their systems. For this operation, the fields/ objects are:

Incident Template Name
Company
Customer*
Contact*

Partner sends Ticket Update to ITSM

This use case describes how a partner system can send updates from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, an existing Incident Ticket is modified in ITSM.
The use case covers also all established requirements e.g. sending status updates.
E-Bonding Runbook Message: incUpdateTicket
E-Bonding Runbook Message XSDs:

incUpdateTicketRequest.xsd
incUpdateTicketResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incUpdateTicketRequest.xml
incUpdateTicketResponse.xml

XML Request Format (Body Part):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incUpdateTicketRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incUpdateTicketRequest incUpdateTicketRequest.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Customer>
<bgi:Contact>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany
</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization
</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup
</bgi:AssignedSupportGroup>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Assignment>

Figure 10 incUpdateTicket XML Request Sample (Part 1)
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EstimatedResolutionDate>0</bgi:EstimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Incident>

Figure 11 incUpdateTicket XML Request Sample (Part 2)
XML Response Format (Body Part PACK):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incUpdateTicketResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incUpdateTicketResponse incUpdateTicketResponse.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
</bgi:General>
</bgi:Incident>
Figure 12 incUpdateTicket XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Incident Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Incident Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.
Updates of field values follow the ITSM rules. E-Bonding Runbook does not validate of the ITSM process is met.

Status
Impact
Urgency
Incident Type
Reported Source
Closure Source

Company
Incident Template Name
Company
Service CI
HPD CI
Customer*
Contact*
Product Categorization
Operational Categorization
Assignment
Owner
Vendor
Resolution Operational Categorization
Closure Product Categorization

Partner Request – Search for Ticket IDs

This use case describes how a partner system can request a certain Incident Ticket via E-Bonding Runbook message. As result a list of ITSM Incident IDs is delivered back to the partner.
E-Bonding Runbook Message: incGetListOfIDs
E-Bonding Runbook Message XSDs:

incGetListOfIDsRequest.xsd
incGetListOfIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetListOfIDsRequest.xml
incGetListOfIDsResponse.xml

XML Request Format (Body Part):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfIDsRequest incGetListOfIDsRequest.xsd ">
<bgi:General>
<bgi:ARSQuery>bgi:ARSQuery</bgi:ARSQuery>
</bgi:General>
</bgi:Incident>
Figure 13 incGetListOfIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfIDsResponse incGetListOfIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:IncidentsList>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
</bgi:IncidentsList>
</bgi:Incident>
Figure 14 incGetListOfIDs XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
The value for "bgi:ARSQuery" should be aligned per E-Bonding Runbook partner. The format for a query string follows the Remedy ARS format:
- e.g. 'FELD ID' = "SEARCHVALUE"
- Allowed logical operators can be gathered from the Remedy ARS documentation.

Partner Request – Ticket Details

This use case describes how a partner system can request detailed information for an Incident Ticket. For the request, the ITSM Ticket ID is needed. As a result, all available ITSM Incident information is delivered back to the partner.
E-Bonding Runbook Message: incGetTicketDetails
E-Bonding Runbook Message XSDs:

incGetTicketDetailsRequest.xsd
incGetTicketDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetTicketDetailsRequest.xml
incGetTicketDetailsResponse.xml

XML Request Format (Body Part):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incGetTicketDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetTicketDetailsRequest incGetTicketDetailsRequest.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
</bgi:General>
</bgi:Incident>
Figure 15 incGetTicketDetails XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incGetTicketDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetTicketDetailsResponse incGetTicketDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:Escalated>0</bgi:Escalated>
<bgi:SLAResponded>0</bgi:SLAResponded>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Customer>
<bgi:Contact>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 16 incGetTicketDetails XML Response Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany
</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization
</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup
</bgi:AssignedSupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
<bgi:TotalTimeSpent>0</bgi:TotalTimeSpent>
<bgi:GroupTransfers>0</bgi:GroupTransfers>
<bgi:IndividualTransfers>0</bgi:IndividualTransfers>
<bgi:TotalTransfers>0</bgi:TotalTransfers>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany
</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization
</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
<bgi:Owner>bgi:Owner</bgi:Owner>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization
</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber
</bgi:VendorTicketNumber>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:SatisfactionRating>bgi:SatisfactionRating
</bgi:SatisfactionRating>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EsimatedResolutionDate>0</bgi:EsimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>

Figure 17 incGetTicketDetails XML Response Sample (Part 2)
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Incident>

Figure 18 incGetTicketDetails XML Response Sample (Part 3)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Incident Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Incident Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Partner Ticket Unsubscribe

In certain cases, it can be necessary to delete the link between a partner system and E-Bonding Runbook and therefor ITSM for certain Incidents.
Once E-Bonding Runbook has sent a ticket to a partner system the partner system is kept synchronous for the respective Incident Ticket via the E-Bonding Runbook Event Engine.
This use case describes how a partner system can delete the ticket link actively. This can be necessary e.g. in case of a routing error.
E-Bonding Runbook Message: incUnsubscribeTicket
E-Bonding Runbook Message Sample XMLs: incUnsubscribeTicketRequest.xml
Remarks:

The request incUnsubscribeTicket does not contain a E-Bonding Runbook Body Content. The known E-Bonding Runbook header is used.
The operation incUnsubscribeTicket works synchronous in difference to other E-Bonding Runbook operations. That means that a partner receives a synchronous response in the form of a DACK back. No PACK Request is generated.

ITSM sends new Ticket to Partner

This use case describes how an Incident Ticket created in ITSM can be sent via E-Bonding Runbook to a partner system. Details to E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: incSendCreateTicket
E-Bonding Runbook Message XSD: incSendCreateTicket.xsd
E-Bonding Runbook Message Sample XML: incSendCreateTicket.xml

XML Request Format:
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incSendCreateTicket"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incSendCreateTicket incSendCreateTicket.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription</bgi:DetailedDescription>
<bgi:Escalated>0</bgi:Escalated>
<bgi:SLAResponded>0</bgi:SLAResponded>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Customer>
<bgi:Contact>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 19 incSendCreateTicket XML Request Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup</bgi:AssignedSupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
<bgi:TotalTimeSpent>0</bgi:TotalTimeSpent>
<bgi:GroupTransfers>0</bgi:GroupTransfers>
<bgi:IndividualTransfers>0</bgi:IndividualTransfers>
<bgi:TotalTransfers>0</bgi:TotalTransfers>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
<bgi:Owner>bgi:Owner</bgi:Owner>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber</bgi:VendorTicketNumber>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:SatisfactionRating>bgi:SatisfactionRating</bgi:SatisfactionRating>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EstimatedResolutionDate>0</bgi:EstimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:Tasks Count="0">
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:Tasks>
<bgi:WorkInfos Count="0">
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:WorkInfos>
<bgi:TicketRelations Count="0">
<bgi:TicketRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:TicketRelation>
</bgi:TicketRelations>
<bgi:CIRelations Count="0">
<bgi:CIRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:CIRelation>
</bgi:CIRelations>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
</bgi:Incident>

Figure 20 incSendCreateTicket XML Request Sample (Part 2)
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:Tasks Count="0">
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:Tasks>
<bgi:WorkInfos Count="0">
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:WorkInfos>
<bgi:TicketRelations Count="0">
<bgi:TicketRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:TicketRelation>
</bgi:TicketRelations>

Figure 21 incSendCreateTicket XML Request Sample (Part 3)
<bgi:CIRelations Count="0">
<bgi:CIRelation>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:CIRelation>
</bgi:CIRelations>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
</bgi:Incident>

Figure 22 incSendCreateTicket XML Request Sample (Part 4)
Remarks:

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Incident Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Incident Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Escalated
SLA Response
Status
Status Reason
Impact
Urgency
Priority
Incident Type
Reported Source

Company
Service CI
HPD CI
Customer
Contact
Product Categorization
Operational Categorization
Assignment
Owner
Vendor
Resolution Operational Categorization
Closure Product Categorization

Note to lists:
The E-Bonding Runbook message incSendCreateTicket sends a complete extract of the ITSM Incident at the time of the triggering event. Therein also all relations are contained which can be processed by E-Bonding Runbook:

List of related Work Info IDs
List of related Task IDs
List of related CI Relations (IDs)
List of related Incident Ticket Relations (IDs)

A partner system can use the ID lists to request details for the respective ITSM objects. For that the get… messages described here can be used.

ITSM sends Ticket Update to Partner

This use case describes how an Incident Ticket modified in ITSM can be sent via E-Bonding Runbook to a partner system. Details about E-Bonding Runbook Events can be gathered from chapter 3 . The use case covers also all established requirements e.g. sending status updates. For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: incSendUpdateTicket
E-Bonding Runbook Message XSD: incSendUpdateTicket.xsd
E-Bonding Runbook Message Sample XML: incSendUpdateTicket.xml

XML Request Format:
<bgi:Incident xmlns:bgi="http://www.vipcon.com/BGI/incSendUpdateTicket"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incSendUpdateTicket incSendUpdateTicket.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription</bgi:DetailedDescription>
<bgi:Escalated>0</bgi:Escalated>
<bgi:SLAResponded>0</bgi:SLAResponded>
<bgi:Status>0</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:Impact>1000</bgi:Impact>
<bgi:Urgency>1000</bgi:Urgency>
<bgi:Priority>0</bgi:Priority>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:IncidentType>0</bgi:IncidentType>
<bgi:ServiceCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:ServiceCI>
<bgi:HPDCI>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ReconID>bgi:ReconID</bgi:ReconID>
</bgi:HPDCI>
<bgi:ReportedDate>0</bgi:ReportedDate>
<bgi:ReportedSource>1000</bgi:ReportedSource>
</bgi:General>
<bgi:Customer>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Customer>
<bgi:Contact>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
<bgi:InternetEmail>bgi:InternetEmail</bgi:InternetEmail>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:Contact>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>

Figure 23 incSendUpdateTicket XML Request Sample (Part 1)
<bgi:Assignment>
<bgi:AssignedSupportCompany>bgi:AssignedSupportCompany</bgi:AssignedSupportCompany>
<bgi:AssignedSupportOrganization>bgi:AssignedSupportOrganization</bgi:AssignedSupportOrganization>
<bgi:AssignedSupportGroup>bgi:AssignedSupportGroup</bgi:AssignedSupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
<bgi:TotalTimeSpent>0</bgi:TotalTimeSpent>
<bgi:GroupTransfers>0</bgi:GroupTransfers>
<bgi:IndividualTransfers>0</bgi:IndividualTransfers>
<bgi:TotalTransfers>0</bgi:TotalTransfers>
</bgi:Assignment>
<bgi:Owner>
<bgi:OwnerSupportCompany>bgi:OwnerSupportCompany</bgi:OwnerSupportCompany>
<bgi:OwnerSupportOrganization>bgi:OwnerSupportOrganization</bgi:OwnerSupportOrganization>
<bgi:OwnerSupportGroup>bgi:OwnerSupportGroup</bgi:OwnerSupportGroup>
<bgi:Owner>bgi:Owner</bgi:Owner>
</bgi:Owner>
<bgi:Vendor>
<bgi:VendorCompany>bgi:VendorCompany</bgi:VendorCompany>
<bgi:VendorOrganization>bgi:VendorOrganization</bgi:VendorOrganization>
<bgi:VendorGroup>bgi:VendorGroup</bgi:VendorGroup>
<bgi:VendorFirstName>bgi:VendorFirstName</bgi:VendorFirstName>
<bgi:VendorLastName>bgi:VendorLastName</bgi:VendorLastName>
<bgi:VendorPhone>bgi:VendorPhone</bgi:VendorPhone>
<bgi:VendorEmail>bgi:VendorEmail</bgi:VendorEmail>
<bgi:VendorLoginID>bgi:VendorLoginID</bgi:VendorLoginID>
<bgi:VendorAssignmentStatus>0</bgi:VendorAssignmentStatus>
<bgi:VendorTicketNumber>bgi:VendorTicketNumber</bgi:VendorTicketNumber>
<bgi:VendorReportedTo>0</bgi:VendorReportedTo>
<bgi:VendorResolvedDate>0</bgi:VendorResolvedDate>
<bgi:VendorRespondedOn>0</bgi:VendorRespondedOn>
</bgi:Vendor>
<bgi:Resolution>
<bgi:Resolution>bgi:Resolution</bgi:Resolution>
<bgi:ResolutionMethod>bgi:ResolutionMethod</bgi:ResolutionMethod>
<bgi:ClosureSource>1000</bgi:ClosureSource>
<bgi:Cause>bgi:Cause</bgi:Cause>
<bgi:SatisfactionRating>bgi:SatisfactionRating</bgi:SatisfactionRating>
<bgi:RequiredResolutionDate>0</bgi:RequiredResolutionDate>
<bgi:EsimatedResolutionDate>0</bgi:EsimatedResolutionDate>
<bgi:ResolutionOpCat>
<bgi:OpCategorizationTier1>bgi:OpCatTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCatTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCatTier3</bgi:OpCategorizationTier3>
</bgi:ResolutionOpCat>
<bgi:ClosureProdCat>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ClosureProdCat>
</bgi:Resolution>

Figure 24 incSendUpdateTicket XML Request Sample (Part 2)
<bgi:Date>
<bgi:RespondedDate>0</bgi:RespondedDate>
<bgi:LastAcknowledgedDate>0</bgi:LastAcknowledgedDate>
<bgi:LastResolvedDate>0</bgi:LastResolvedDate>
<bgi:ClosedDate>0</bgi:ClosedDate>
<bgi:ReOpenedDate>0</bgi:ReOpenedDate>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifiedBy>bgi:LastModifiedBy</bgi:LastModifiedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifiedDate>0</bgi:LastModifiedDate>
<bgi:EntryID>bgi:EntryID</bgi:EntryID>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:SRID>bgi:SRID</bgi:SRID>
</bgi:System>
</bgi:Incident>
Figure 25 incSendUpdateTicket XML Request Sample (Part 3)
Note to enum fields:
Various fields in BMC Remedy ITSM are so called enumeration (enum) fields. That means that the readable value of the field is represented by an integer value internally. The values are hard coded in ITSM and cannot be set freely. Lists of possible enum values can be gathered from the E-Bonding Runbook XSDs. For this operation, the fields are:

Escalated
SLA Response
Status
Status Reason
Impact
Urgency
Priority
Incident Type
Reported Source

Company
Service CI
HPD CI
Customer
Contact
Product Categorization
Operational Categorization
Assignment
Owner
Vendor
Resolution Operational Categorization
Closure Product Categorization

Incident Task

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy ITSM Tasks. Within the E-Bonding Runbook Incident module Tasks can be processed only in combination with Incident Tickets. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Task to ITSM

This use case describes how a partner system can send task information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, a new task is created und related to an existing Incident Ticket.
E-Bonding Runbook Message: incCreateTask
E-Bonding Runbook Message XSDs:

incCreateTaskRequest.xsd
incCreateTaskResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateTaskRequest.xml

incCreateTaskResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incCreateTaskRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTaskRequest incCreateTaskRequest.xsd ">
<bgi:General>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
</bgi:Assignment>
<bgi:DateInfo>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
</bgi:DateInfo>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 26 incCreateTask XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incCreateTaskResponse" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTaskResponse incCreateTaskResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 27 incCreateTask XML Response Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 28 incCreateTask XML Response Sample (Part 2)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Priority
Task Type
Status

RootRequestID
Location Company
Region
Site Group
Site
Requester *
Requested for *
Product Categorization
Operational Categorization
Assignment

* The element blocks <bgi:Requester> and <bgi:RequestedFor> have been implemented as XSD Choice. Either
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
(equates to the ITSM People Remedy Login ID) or
<bgi:CorporateID>bgi:CorporateID</bgi:CorporateID>
(equates to the ITSM People Corporate ID) can be handed over.

Partner sends new Task to ITSM (Template)

This use case describes how a partner system can send task information from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. The task is created with data from the Task Template, configured in ITSM. The task is related to the delivered Incident automatically.

E-Bonding Runbook Message: incCreateTaskByTemplate
E-Bonding Runbook Message XSDs:

incCreateByTemplateTaskRequest.xsd
incCreateTaskByTemplateResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateTaskByTemplateRequest.xml
incCreateTaskByTemplateResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incCreateTaskByTemplateRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTaskByTemplateRequest incCreateTaskByTemplateRequest.xsd ">
<bgi:General>
<bgi:TaskTemplateName>bgi:TaskTemplateName</bgi:TaskTemplateName>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
</bgi:Task>
Figure 29 incCreateTaskByTemplate XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incCreateTaskByTemplateResponse" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTaskByTemplateResponse incCreateTaskByTemplateResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 30 incCreateTaskByTemplate XML Response Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 31 incCreateTaskByTemplate XML Response Sample (Part 1)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The creation of Tasks is limited within the ITSM Incident Management depending on the Incident Status. E-Bonding Runbook does not change the ITSM process.

Task Template Name
Location Company
Requester *
Requested for *

Partner sends Task Update to ITSM

This use case describes how a partner system can send Task updates from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, an existing Incident Task is modified in ITSM.
The use case covers also all established requirements e.g. sending status updates.
E-Bonding Runbook Message: incUpdateTask
E-Bonding Runbook Message XSDs:

incUpdateTaskRequest.xsd
incUpdateTaskResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incUpdateTaskRequest.xml
incUpdateTaskResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incUpdateTaskRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incUpdateTaskRequest incUpdateTaskRequest.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
</bgi:General>
<bgi:Requester>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:LoginID>bgi:LoginID</bgi:LoginID>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1
</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2
</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3
</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCategorizationTier1
</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCategorizationTier2
</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCategorizationTier3
</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion
</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization
</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
</bgi:Assignment>
<bgi:DateInfo>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
</bgi:DateInfo>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 32 incUpdateTask XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incUpdateTaskResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incUpdateTaskResponse incUpdateTaskResponse.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
</bgi:General>
</bgi:Task>
Figure 33 incUpdateTask XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.
Updates of field values follow the ITSM rules. E-Bonding Runbook does not validate if the ITSM process is met.

Priority
Task Type
Status

RootRequestID
Location Company
Region
Site Group
Site
Requester *
Requested for *
Product Categorization
Operational Categorization
Assignment

Partner Request – Search for Tasks per Ticket

This use case describes how a partner system can request a list of related Tasks to a certain Incident via E-Bonding Runbook message. As result a list of ITSM Task IDs is delivered back to the partner.
E-Bonding Runbook Message: incGetListOfRelatedTaskIDs
E-Bonding Runbook Message XSDs:

incGetListOfRelatedTaskIDsRequest.xsd
incGetListOfRelatedTaskIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetListOfRelatedTaskIDsRequest.xml
incGetListOfRelatedTaskIDsResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedTaskIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedTaskIDsRequest incGetListOfRelatedTaskIDsRequest.xsd ">
<bgi:General>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
</bgi:General>
</bgi:Task>
Figure 34 incGetListOfRelatedTaskIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedTaskIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedTaskIDsResponse incGetListOfRelatedTaskIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:TaskIDs>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:TaskIDs>
</bgi:General>
</bgi:Task>
Figure 35 incGetListOfRelatedTaskIDs XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
The value for "bgi:RootRequestID" must be an existing ITSM Incident Number.

Partner Request – Task Details

This use case describes how a partner system can request details for an ITSM Incident Task. For the request, the ITSM Task ID is needed. As result all available ITSM Task information is delivered back to the partner.
E-Bonding Runbook Message: incGetTaskDetails
E-Bonding Runbook Message XSDs:

incGetTaskDetailsRequest.xsd
incGetTaskDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetTaskDetailsRequest.xml
incGetTaskDetailsResponse.xml

XML Request Format (Body Part):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incGetTaskDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetTaskDetailsRequest incGetTaskDetailsRequest.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
</bgi:General>
</bgi:Task>
Figure 36 incGetTaskDetails XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incGetTaskDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetTaskDetailsResponse incGetTaskDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 37 incGetTaskDetails XML Response Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:Task>
Figure 38 incGetTaskDetails XML Response Sample (Part 2)
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

ITSM sends new Task to Partner

This use case describes how an Incident Task created in ITSM can be sent via E-Bonding Runbook to a partner system. Details to the E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: incSendCreateTask
E-Bonding Runbook Message XSD: incSendCreateTask.xsd
E-Bonding Runbook Message Sample XML: incSendCreateTask.xml

XML Request Format:
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incSendCreateTask"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incSendCreateTask incSendCreateTask.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>

Figure 39 incSendCreateTask XML Request Sample (Part 1)
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
</bgi:Task>
Figure 40 incSendCreateTask XML Request Sample (Part 2)
Remarks:

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Priority
Task Type
Status
Status Reason

RootRequestID
Location Company
Region
Site Group
Site
Location Address
Requester
Requested for
Product Categorization
Operational Categorization
Assignment

ITSM sends Task Update to Partner

This use case describes how an Incident Task modified in ITSM can be sent via E-Bonding Runbook to a partner system. This message is created only if an incSendCreateTicket and an incSendCreateTask have been sent before. Details to the E-Bonding Runbook Events can be gathered from chapter 3 . The use case covers also all established requirements e.g. sending status updates. For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

This chapter provides information about the standard outbound format, which is generated by E-Bonding Runbook and delivered to the partner specific outbound "enabler".
E-Bonding Runbook Message: incSendUpdateTask
E-Bonding Runbook Message XSD: incSendUpdateTask.xsd
E-Bonding Runbook Message Sample XML: incSendUpdateTask.xml
XML Request Format:
<bgi:Task xmlns:bgi="http://www.vipcon.com/BGI/incSendUpdateTask"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incSendUpdateTask incSendUpdateTask.xsd ">
<bgi:General>
<bgi:TaskID>bgi:TaskID</bgi:TaskID>
<bgi:TaskName>bgi:TaskName</bgi:TaskName>
<bgi:Summary>bgi:Summary</bgi:Summary>
<bgi:Notes>bgi:Notes</bgi:Notes>
<bgi:Priority>0</bgi:Priority>
<bgi:TaskType>2000</bgi:TaskType>
<bgi:Status>1000</bgi:Status>
<bgi:StatusReason>1000</bgi:StatusReason>
<bgi:RootRequestID>bgi:RootRequestID</bgi:RootRequestID>
<bgi:LocationCompany>bgi:LocationCompany</bgi:LocationCompany>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:LocationAddress>bgi:LocationAddress</bgi:LocationAddress>
</bgi:General>
<bgi:Requester>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:Requester>
<bgi:RequestedFor>
<bgi:Company>bgi:Company</bgi:Company>
<bgi:Organization>bgi:Organization</bgi:Organization>
<bgi:Department>bgi:Department</bgi:Department>
<bgi:FirstName>bgi:FirstName</bgi:FirstName>
<bgi:MiddleName>bgi:MiddleName</bgi:MiddleName>
<bgi:LastName>bgi:LastName</bgi:LastName>
<bgi:PhoneNumber>bgi:PhoneNumber</bgi:PhoneNumber>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroupName>bgi:SupportGroupName</bgi:SupportGroupName>
</bgi:RequestedFor>
<bgi:OperationalCategorization>
<bgi:OpCategorizationTier1>bgi:OpCategorizationTier1</bgi:OpCategorizationTier1>
<bgi:OpCategorizationTier2>bgi:OpCategorizationTier2</bgi:OpCategorizationTier2>
<bgi:OpCategorizationTier3>bgi:OpCategorizationTier3</bgi:OpCategorizationTier3>
</bgi:OperationalCategorization>
<bgi:ProductCategorization>
<bgi:ProdCategorizationTier1>bgi:ProdCatTier1</bgi:ProdCategorizationTier1>
<bgi:ProdCategorizationTier2>bgi:ProdCatTier2</bgi:ProdCategorizationTier2>
<bgi:ProdCategorizationTier3>bgi:ProdCatTier3</bgi:ProdCategorizationTier3>
<bgi:ProductModelVersion>bgi:ProductModelVersion</bgi:ProductModelVersion>
<bgi:ProductName>bgi:ProductName</bgi:ProductName>
<bgi:Manufacturer>bgi:Manufacturer</bgi:Manufacturer>
</bgi:ProductCategorization>
<bgi:Assignment>
<bgi:SupportCompany>bgi:SupportCompany</bgi:SupportCompany>
<bgi:SupportOrganization>bgi:SupportOrganization</bgi:SupportOrganization>
<bgi:SupportGroup>bgi:SupportGroup</bgi:SupportGroup>
<bgi:Assignee>bgi:Assignee</bgi:Assignee>
</bgi:Assignment>

Figure 41 incSendUpdateTask XML Request Sample (Part 1)
<bgi:Tracking>
<bgi:TotalTimeSpendHours>0</bgi:TotalTimeSpendHours>
<bgi:TotalTimeSpendMinutes>0</bgi:TotalTimeSpendMinutes>
</bgi:Tracking>
<bgi:Date>
<bgi:ScheduledStartDate>0</bgi:ScheduledStartDate>
<bgi:ScheduledEndDate>0</bgi:ScheduledEndDate>
<bgi:ActualStartDate>0</bgi:ActualStartDate>
<bgi:ActualEndDate>0</bgi:ActualEndDate>
<bgi:ActiveTime>0</bgi:ActiveTime>
<bgi:AssignTime>0</bgi:AssignTime>
<bgi:DurationInMinutes>0</bgi:DurationInMinutes>
<bgi:StartTime>0</bgi:StartTime>
<bgi:EndTime>0</bgi:EndTime>
</bgi:Date>
<bgi:System>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:LastModifedBy>bgi:LastModifedBy</bgi:LastModifedBy>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:LastModifedDate>0</bgi:LastModifedDate>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
</bgi:Task>
Figure 42 incSendUpdateTask XML Request Sample (Part 2)
Remarks:

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Task Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Task Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Priority
Task Type
Status
Status Reason

RootRequestID
Location Company
Region
Site Group
Site
Location Address
Requester
Requested for
Product Categorization
Operational Categorization
Assignment

Incident Work Info

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy Work Infos. Within the E-Bonding Runbook Incident module Work Infos can be processed only in combination with Incident Tickets. Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Work Info to ITSM

This use case describes how a partner system can send current Work Infos from his ticket system via E-Bonding Runbook to the BMC Remedy ITSM Suite. With the information, a new ITSM Work Info is created und related to an existing Incident Ticket.
E-Bonding Runbook Message: incCreateWorkInfo
E-Bonding Runbook Message XSDs:

incCreateWorkInfoRequest.xsd
incCreateWorkInfoResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateWorkInfoRequest.xml
incCreateWorkInfoResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/incCreateWorkInfoRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateWorkInfoRequest incCreateWorkInfoRequest.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:WorkInfoType>1000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:Attachments>
<bgi:Attachment>
<bgi:FilenameInRemedy>test1.txt</bgi:FilenameInRemedy>
<bgi:FileLocation>/opt/test1.txt</bgi:FileLocation>
</bgi:Attachment>
<bgi:Attachment>
<bgi:FilenameInRemedy>test2.txt</bgi:FilenameInRemedy>
<bgi:FileLocation>/opt/test2.txt</bgi:FileLocation>
</bgi:Attachment>
<bgi:Attachment>
<bgi:FilenameInRemedy>test3.txt</bgi:FilenameInRemedy>
<bgi:FileLocation>/opt/test3.txt</bgi:FileLocation>
</bgi:Attachment>
</bgi:Attachments>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>
Figure 43 incCreateWorkInfo XML Request Sample

XML Response Format (Body Part PACK):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/incCreateWorkInfoResponse" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateWorkInfoResponse incCreateWorkInfoResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:WorkInfoType>1000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:System>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>
Figure 44 incCreateWorkInfo XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Work Info Type
Communication Source
Secure Work Info
View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered. Per partner, an attachment root path can be configured in the E-Bonding Runbook Partner Configuration Console.
The partner system must implement the following steps to send attachments via E-Bonding Runbook incCreateWorkInfo to ITSM:

Physical storage of the attachment/s on the E-Bonding Runbook Share
Delivery of the complete file path per attachment within the tag <bgi:FileLocation> (is concatenated with the partner specific attachment root path)
Delivery of the original file name within the tag <bgi:FileNameInRemedy>

Partner Request – Search for Work Infos per Ticket

This use case describes how a partner system can request a list of related Work Infos for a certain Incident per E-Bonding Runbook message. As result a list of ITSM Work Info IDs is delivered back to the partner.
E-Bonding Runbook Message: incGetListOfWorkInfoIDs
E-Bonding Runbook Message XSDs:

incGetListOfWorkInfoIDsRequest.xsd
incGetListOfWorkInfoIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetListOfWorkInfoIDsRequest.xml
incGetListOfWorkInfoIDsResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfWorkInfoIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfWorkInfoIDsRequest incGetListOfWorkInfoIDsRequest.xsd ">
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
</bgi:General>
</bgi:WorkInfo>
Figure 45 incGetListOfWorkInfoIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:WorkInfo
xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfWorkInfoIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfWorkInfoIDsResponse incGetListOfWorkInfoIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:WorkInfoIDs>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:WorkInfoIDs>
</bgi:General>
</bgi:WorkInfo>
Figure 46 incGetListOfWorkInfoIDs XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
The value for "bgi:IncidentNumber" must be an existing ITSM Incident Number.

Partner Request – Work Info Details

This use case describes how a partner system can request details for ITSM Incident Work Infos. For the request, the ITSM Work Info ID is needed. As result all available ITSM Work Info information is delivered back to the partner.
E-Bonding Runbook Message: incGetWorkInfosDetails
E-Bonding Runbook Message XSDs:

incGetWorkInfosDetailsRequest.xsd
incGetWorkInfosDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetWorkInfosDetailsRequest.xml
incGetWorkInfosDetailsResponse.xml

XML Request Format (Body Part):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/incGetWorkInfoDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetWorkInfoDetailsRequest incGetWorkInfoDetailsRequest.xsd ">
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
</bgi:General>
</bgi:WorkInfo>
Figure 47 incGetWorkInfosDetails XML Request Sample

XML Response Format (Body Part PACK):
<bgi:WorkInfo xmlns:bgi="http://www.vipcon.com/BGI/incGetWorkInfoDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetWorkInfoDetailsResponse incGetWorkInfoDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:WorkInfoID>bgi:WorkInfoID</bgi:WorkInfoID>
<bgi:IncidentNumber>bgi:IncidentNumber</bgi:IncidentNumber>
<bgi:WorkInfoType>1000</bgi:WorkInfoType>
<bgi:WorkInfoDate>0</bgi:WorkInfoDate>
<bgi:CommunicationSource>1000</bgi:CommunicationSource>
<bgi:Description>bgi:Description</bgi:Description>
<bgi:DetailedDescription>bgi:DetailedDescription
</bgi:DetailedDescription>
<bgi:SecureWorkInfo>0</bgi:SecureWorkInfo>
<bgi:ViewAccess>0</bgi:ViewAccess>
</bgi:General>
<bgi:Attachments>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
<bgi:Attachment>
<bgi:FilenameInRemedy>bgi:FilenameInRemedy</bgi:FilenameInRemedy>
<bgi:FileLocation>bgi:FileLocation</bgi:FileLocation>
</bgi:Attachment>
<bgi:NumberOfAttachments>0</bgi:NumberOfAttachments>
</bgi:Attachments>
<bgi:System>
<bgi:SubmitDate>0</bgi:SubmitDate>
<bgi:Submitter>bgi:Submitter</bgi:Submitter>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
</bgi:System>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:WorkInfo>
Figure 48 incGetWorkInfosDetails XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Work Info Type
Communication Source
Secure Work Info
View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered.
The partner system must implement the following steps to use attachments, which are shown in the response:

Extract the complete file path per attachment from the tag <bgi:FileLocation>
Physical reading of the attachment/s from the E-Bonding Runbook Share
Optional: take over the original file name from the tag <bgi:FileNameInRemedy>

ITSM sends new Work Info to Partner

This use case describes how an Incident Work Info created in ITSM can be sent via E-Bonding Runbook to a partner system. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_WorkInfo Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Work Info Type
Communication Source
Secure Work Info
View Access

Note to attachment references:
E-Bonding Runbook handles the delivery of attachments using path references. Within a request to create a new Work Info up to three attachment references can be delivered.
The partner system must implement the following steps to use attachments, which are shown in the response:

Extract the complete file path per attachment from the tag <bgi:FileLocation>
Physical reading of the attachment/s from the E-Bonding Runbook Share
Optional: take over the original file name from the tag <bgi:FileNameInRemedy>

Incident Associations

This chapter describes different use cases and therefore operations, which are possible with E-Bonding Runbook and the BMC Remedy Incident Relations. There are two basic types of relations to ticket, which can be handled via E-Bonding Runbook Associations messages:

Incident Relations to Atrium CMDB CI's
Incident Relations to other Incidents

Additionally, E-Bonding Runbook offers the option to request basic information for related CI's. Technically the CMDB super class BMC.CORE:BMC_BaseElement limits the scope of the possible basic information.
Not all operations have to be implemented for a E-Bonding Runbook partner.

Partner sends new Ticket-to-CI Relation to ITSM

This use case describes how a partner system can create a new relation between an ITSM Incident and an Atrium CMDB CI. Prerequisite for a successful use of the operation is that both Incident and CI already exist in ITSM and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: incCreateCiRelation
E-Bonding Runbook Message XSDs:

04_Associations/incCreateCIRelationRequest.xsd
incCreateCIRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateCIRelationRequest.xml
incCreateCIRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations xmlns:bgi="http://www.vipcon.com/BGI/incCreateCIRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateCIRelationRequest incCreateCIRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Associations>
Figure 50 incCreateCIRelation XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/BGIincCreateCIRelationResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGIincCreateCIRelationResponse incCreateCIRelationResponse.xsd ">
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 51 incCreateCIRelation XML Response Sample

Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Source Association Type

Partner deletes Ticket-to-CI Relation to ITSM

This use case describes how a partner system can delete a relation between an ITSM Incident and an Atrium CMDB CI. Prerequisite for a successful use of the operation is that both, Incident and CI, already exist in ITSM, that the relation exists and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: incDeleteCIRelation
E-Bonding Runbook Message XSDs:

incDeleteCIRelationRequest.xsd
incDeleteCIRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incDeleteCIRelationRequest.xml
incDeleteCIRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations xmlns:bgi="http://www.vipcon.com/BGI/incDeleteCIRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incDeleteCIRelationRequest incDeleteCIRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 52 incDeleteTicketRelation XML Request Sample
XML Response Format (Body Part PACK):
The PACK response does not contain a Body element. The known PACK format is sent to the partner system.
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Partner sends new Ticket-to-Ticket Relation to ITSM

This use case describes how a partner system can create a new relation between two ITSM Incidents. Prerequisite for a successful use of the operation is that both Incidents already exist in ITSM and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: incCreateTicketRelation
E-Bonding Runbook Message XSDs:

incCreateTicketRelationRequest.xsd
incCreateTicketRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incCreateTicketRelationRequest.xml
incCreateTicketRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketRelationRequest incCreateTicketRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Associations>
Figure 53 incCreateTicketRelation XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incCreateTicketRelationResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incCreateTicketRelationResponse incCreateTicketRelationResponse.xsd ">
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 54 incCreateTicketRelation XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Source Association Type

Partner deletes Ticket-to-Ticket Relation to ITSM

This use case describes how a partner system can delete a relation between two ITSM Incidents. Prerequisite for a successful use of the operation is that both Incidents already exist in ITSM that the relation exists and the correct IDs are delivered from the partner.
E-Bonding Runbook Message: incDeleteTicketRelation
E-Bonding Runbook Message XSDs:

incDeleteTicketRelationRequest.xsd
incDeleteTicketRelationResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incDeleteTicketRelationRequest.xml
incDeleteTicketRelationResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incDeleteTicketRelationRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incDeleteTicketRelationRequest incDeleteTicketRelationRequest.xsd ">
<bgi:Destination>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 55 incDeleteTicketRelation XML Response Sample
XML Response Format (Body Part PACK):
The PACK response does not contain a Body element. The known PACK format is sent to the partner system.

Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Partner Request – Search for CI Relations per Ticket

This use case describes how a partner system can request a list of related CIs for a certain Incident per E-Bonding Runbook message. As result a list of CI IDs is delivered back to the partner.
E-Bonding Runbook Message: incGetListOfRelatedCiIDs
E-Bonding Runbook Message XSDs:

incGetListOfRelatedCIIDsRequest.xsd
incGetListOfRelatedCIIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetListOfRelatedCIIDsRequest.xml
incGetListOfRelatedCIIDsResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedCIIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedCIIDsRequest incGetListOfRelatedCIIDsRequest.xsd ">
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 56 incGetListOfRelatedCIIDs XML Request Sample

XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedCIIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedCIIDsResponse incGetListOfRelatedCIIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 57 incGetListOfRelatedCIIDs XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
The value for "bgi:SourceRequestID" must be an existing ITSM Incident Number.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Source Association Type

Partner Request – Search for Ticket Relations per Ticket

This use case describes how a partner system can request a list of related Incident Tickets for a certain Incident via E-Bonding Runbook message. As result a list of Incident IDs is delivered back to the partner.
E-Bonding Runbook Message: incGetListOfRelatedTicketIDs

E-Bonding Runbook Message XSDs:

incGetListOfRelatedTicketIDsRequest.xsd
incGetListOfRelatedTicketIDsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetListOfRelatedTicketIDsRequest.xml
incGetListOfRelatedTicketIDsResponse.xml

XML Request Format (Body Part):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedTicketIDsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedTicketIDsRequest incGetListOfRelatedTicketIDsRequest.xsd ">
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
</bgi:Source>
</bgi:Associations>
Figure 58 incGetListOfRelatedTicketIDs XML Request Sample
XML Response Format (Body Part PACK):
<bgi:Associations
xmlns:bgi="http://www.vipcon.com/BGI/incGetListOfRelatedTicketIDsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetListOfRelatedTicketIDsResponse incGetListOfRelatedTicketIDsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:Association>
<bgi:General>
<bgi:AssociationsID>bgi:AssociationsID</bgi:AssociationsID>
</bgi:General>
<bgi:Destination>
<bgi:DestFormName>bgi:DestFormName</bgi:DestFormName>
<bgi:DestRequestID>bgi:DestRequestID</bgi:DestRequestID>
</bgi:Destination>
<bgi:Source>
<bgi:SourceRequestID>bgi:SourceRequestID</bgi:SourceRequestID>
<bgi:SourceAssociationType>1000</bgi:SourceAssociationType>
</bgi:Source>
</bgi:Association>
</bgi:Associations>
Figure 59 incGetListOfRelatedTicketIDs XML Response Sample

Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
The value for "bgi:SourceRequestID" must be an existing ITSM Incident Number.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.

Source Association Type

Partner Request – CI Details (Basic Information)

This use case describes how a partner system can request detailed information for an Atrium CMDB CI. For the request, the Reconciliation ID of the CIs is needed. As result all available CI information is delivered back to the partner.
E-Bonding Runbook Message: incGetCIBasicDetails
E-Bonding Runbook Message XSDs:

incGetCIBasicDetailsRequest.xsd
incGetCIBasicDetailsResponse.xsd

E-Bonding Runbook Message Sample XMLs:

incGetCIBasicDetailsRequest.xml
incGetCIBasicDetailsRequest.xml

XML Request Format (Body Part):
<bgi:ConfigurationItem
xmlns:bgi="http://www.vipcon.com/BGI/incGetCIBasicDetailsRequest"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetCIBasicDetailsRequest incGetCIBasicDetailsRequest.xsd ">
<bgi:General>
<bgi:ReconciliationID>bgi:ReconciliationID</bgi:ReconciliationID>
</bgi:General>
</bgi:ConfigurationItem>
Figure 60 incGetCIBasicDetails XML Request Sample
XML Response Format (Body Part PACK):
<bgi:ConfigurationItem
xmlns:bgi="http://www.vipcon.com/BGI/incGetCIBasicDetailsResponse"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.vipcon.com/BGI/incGetCIBasicDetailsResponse incGetCIBasicDetailsResponse.xsd ">
<bgi:Count>0</bgi:Count>
<bgi:General>
<bgi:Name>bgi:Name</bgi:Name>
<bgi:ShortDescription>bgi:ShortDescription</bgi:ShortDescription>
<bgi:InstanceID>bgi:InstanceID</bgi:InstanceID>
<bgi:ReconciliationID>bgi:ReconciliationID</bgi:ReconciliationID>
<bgi:ClassId>bgi:ClassId</bgi:ClassId>
<bgi:DatasetId>bgi:DatasetId</bgi:DatasetId>
<bgi:SerialNumber>bgi:SerialNumber</bgi:SerialNumber>
<bgi:Company>bgi:Company</bgi:Company>
</bgi:General>
<bgi:Category>
<bgi:Category>bgi:Category</bgi:Category>
<bgi:Type>bgi:Type</bgi:Type>
<bgi:Item>bgi:Item</bgi:Item>
<bgi:Model>bgi:Model</bgi:Model>
<bgi:ManufacturerName>bgi:ManufacturerName</bgi:ManufacturerName>
<bgi:VersionNumber>bgi:VersionNumber</bgi:VersionNumber>
</bgi:Category>
<bgi:Location>
<bgi:Region>bgi:Region</bgi:Region>
<bgi:SiteGroup>bgi:SiteGroup</bgi:SiteGroup>
<bgi:Site>bgi:Site</bgi:Site>
<bgi:Room>bgi:Room</bgi:Room>
</bgi:Location>
<bgi:CustomAttributes>
<bgi:CustomAttribute ARID="0" Name="">bgi:CustomAttribute
</bgi:CustomAttribute>
</bgi:CustomAttributes>
</bgi:ConfigurationItem>
Figure 61 incGetCIBasicDetails XML Response Sample
Remarks:

Warning
The macro unmigrated-wiki-markup from Confluence is no longer available.
Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes. Only extensions by Atrium CMDB attributes of the super class BMC.CORE:BMC_BaseElement are possible.

ITSM sends CI Relations to Partner

This use case describes how a relation between an Incident Ticket and an Atrium CMDB CI created in ITSM can be sent via E-Bonding Runbook to a partner system. When this event is created in ITSM a complete list of all related CIs (IDs) to the Incident is delivered. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Status
Source Association Type

ITSM sends Ticket Relations to Partner

This use case describes how a relation between two Incident Tickets created in ITSM can be sent via E-Bonding Runbook to a partner system. When this event is created in ITSM a complete list of all related Incident Tickets (IDs) to the Incident is delivered. Details for E-Bonding Runbook Events can be gathered from chapter 3 . For that process, a special outbound "partner enabler" is needed.
The outbound "partner enabler" serves the following purposes:

From a technical point of view, it ensures the outbound way of communication to a certain partner system.
With regards to content the messages can be tailored to the partner:
- The E-Bonding Runbook XML structure can be transformed in any other structure (e.g. complete new format of the XML structure).
- The E-Bonding Runbook attributes can be mapped to partner attributes already during delivery (e.g. summary tag is mapped to partner description tag).
- The attribute values can be transformed for the partner (e.g. transformation of enumerations into string values).

Information about optional and mandatory attributes can be gathered from the E-Bonding Runbook_Object_Association Excel Sheet.
Explanations of single ITSM fields and the E-Bonding Runbook to ITSM mapping can be gathered from the BMC documentation or the E-Bonding Runbook_Object_Association Excel Sheet.
The attributes displayed here can be extended from case to case by customer specific ("custom") attributes.

Source Association Type

E-Bonding Runbook Incident - Use Cases

Incident Ticket

Partner sends new Ticket to ITSM

Partner sends new Ticket to ITSM (Template)

Partner sends Ticket Update to ITSM

Partner Request – Search for Ticket IDs

Partner Request – Ticket Details

Partner Ticket Unsubscribe

ITSM sends new Ticket to Partner

ITSM sends Ticket Update to Partner

Incident Task

Partner sends new Task to ITSM

Partner sends new Task to ITSM (Template)

Partner sends Task Update to ITSM

Partner Request – Search for Tasks per Ticket

Partner Request – Task Details

ITSM sends new Task to Partner

ITSM sends Task Update to Partner

Incident Work Info

Partner sends new Work Info to ITSM

Partner Request – Search for Work Infos per Ticket

Partner Request – Work Info Details

ITSM sends new Work Info to Partner

Incident Associations

Partner sends new Ticket-to-CI Relation to ITSM

Partner deletes Ticket-to-CI Relation to ITSM

Partner sends new Ticket-to-Ticket Relation to ITSM

Partner deletes Ticket-to-Ticket Relation to ITSM

Partner Request – Search for CI Relations per Ticket

Partner Request – Search for Ticket Relations per Ticket

Partner Request – CI Details (Basic Information)

ITSM sends CI Relations to Partner

ITSM sends Ticket Relations to Partner

VIPCON E-Bonding Run Book for BMC Atrium Orchestrator version 2.0

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