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ITSM Integrations

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  • www.bmc.com

    White Paper

    BMC Remedy IT Service Management 7.6.03 Integrations

    September 2010

  • If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected]

    Contacting BMC Software

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    United States and Canada

    Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA

    Telephone 713 918 8800 or800 841 2031

    Fax 713 918 8000

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    Telephone (01) 713 918 8800 Fax (01) 713 918 8000

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  • YoSu

    Su

    Yoht

    Su

    In senSuyo

    Be

    Ha

    Customer Support

    u can obtain technical support by using the Support page on the BMC Software website or by contacting Customer pport by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.

    pport website

    u can obtain technical support from BMC Software 24 hours a day, 7 days a week at tp://www.bmc.com/support. From this website, you can:

    Read overviews about support services and programs that BMC Software offers.Find the most current information about BMC Software products.Search a database for problems similar to yours and possible solutions.Order or download product documentation.Report a problem or ask a question.Subscribe to receive email notices when new product versions are released.Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.

    pport by telephone or email

    the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or d an email message to [email protected] (In the Subject line, enter pID:, such as SupID:12345.) Outside the United States and Canada, contact ur local support center for assistance.

    fore contacting BMC Software

    ve the following information available so that Customer Support can begin working on your issue immediately:

    Product information

    Product name Product version (release number) License number and password (trial or permanent)

    Operating system and environment information

    Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or

    maintenance level

    Sequence of events leading to the problem

    Commands and options that you used

    Messages received (and the time and date that you received them)

    Product error messages Messages from the operating system, such as file system full Messages from related software

  • If yme

    License key and password information

    ou have a question about your license key or password, contact Customer Support through one of the following thods:

    E-mail [email protected] (In the Subject line, enter SupID:, such as SupID:12345.)

    In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

    Submit a new issue at http://www.bmc.com/support.

  • CKnownError_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36KnownError_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39KnownError_Query_Service and KnownError_QueryList_Service Functions . 41

    Solution Database records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

    Solution_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Solution_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Solution_AddKeyword_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Solution_Query_Service and Solution_QueryList_Service Functions. . . . . . . . . . 47ontents

    Preface 7

    Integration methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Using web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Using BMC Remedy APIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Associating entries with configuration items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Work information creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Creating a service request entry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Mapping assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Web service function mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Submit functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Modify functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Query functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Sample Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Chapter 1 Incident Management 15

    HelpDesk_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16HelpDesk_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22HelpDesk_Query_Service and HelpDesk_QueryList_Service Functions . . . . . . . . . . 25

    Chapter 2 Problem Management 27

    Problem Investigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Problem_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Problem_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Problem_Query_Service and Problem_QueryList_Service Functions . . . . . . . . . 34

    Known Error records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Contents 5

  • 6Chapter 3 Change Management 49

    Change_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Change_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Change_Query_Service and Change_QueryList_Service Functions . . . . . . . . . . . . . . 57Release_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Modify and query release operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Create Manifest . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62UpdateManifest . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63RemoveManifest . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Create (release relationships) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

    Chapter 4 Asset Management 65

    AST_PurchaseRequisitionInterface_Create_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Create_PurchaseRequisition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

    AST_PurchaseRequisition_QueryModify_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Query_PurchaseRequisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75AST:PurchaseRequisitionInterface (Query) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Update_PurchaseRequisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

    AST_PurchaseOrder_QueryModify_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Query_PurchaseOrder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Update_PurchaseOrder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

    AST_PurchaseLineItem_QueryModify_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Query_PurchaseLineItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Update_PurchaseLineItem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

    AST_WorkInfoInterface_Create_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Create_WorkInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

    AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDate . . . . . . . . . . . . . . . 102Update_PO_Confirmation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Get_Specific_PO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Get_List_Of_New_POs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

    AST_PurchaseOrderInterface_WS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106PO_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106PO_Query_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107PO_GetListofNewPO_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

    Chapter 5 Task Management 111

    Web service function overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Query operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Modify operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Integrating applications with tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120BMC Remedy IT Service Management 7.6.03 Integrations

  • Preface

    This paper is for people who administer any of the BMC Remedy IT Service Management 7.6.03 (BMC Remedy ITSM 7.6.03) applications or modules and who want to use the associated application interface forms to enable external applications, such as web services, to create, modify, and search for tickets within the BMC Remedy ITSM 7.6.03 applications.

    This paper focuses particularly on web services. For information about other integration types, see the BMC Remedy Action Request System 7.5.00 Integration Guide.

    To take full advantage of the information presented in this paper, you should have a working knowledge of the BMC Remedy Action Request System (BMC Remedy AR System) and the BMC Remedy ITSM 7.6.03 applications common foundation.

    The applications covered by this paper include:

    BMC Remedy Service Desk: Incident Management 7.6.03

    BMC Remedy Service Desk: Problem Management 7.6.03

    BMC Remedy Change Management 7.6.03

    NOTE The Release Management module is also described in the chapter on BMC Remedy Change Management.

    BMC Remedy Asset Management 7.6.03

    A section that discusses integration with the BMCs Task Management System module is also included.Preface 7

  • 8BMC Remedy IT Service Management 7.6.03 Integrations

    In

    UThe information contained in this paper includes:

    Descriptions of inputs and outputs for the interface form.

    Descriptions of the web services inputs and outputs, which provide a real, working example of how to use the interface forms.

    tegration methodsYou can integrate applications with BMC Remedy ITSM 7.6.03 using any of the following methods:

    Web services clientMoves information in and retrieves information from ITSM applications.

    BMC Remedy APIsFor information about this method, see BMC Remedy Action Request System 7.5.00 - C API Reference.

    LDAP IntegrationImports existing user names so you can grant permission to access applications.

    Vendor and View FormsRetrieves and displays data from external data sources in ITSM applications.

    XML Import and ExportUsing XML, data and view definition files can be imported and exported into and out of BMC Remedy AR System. This allows administrators to localize data easily and to share data across databases and applications not related to BMC Remedy applications and their databases.

    ODBC type integrationsFor example: Excel integration based on BMC Remedy AR System that imports user names into the ITSM foundations People form.

    Use the integration forms to create, modify, and query information about BMC Remedy ITSM 7.6.03 through web service clients or through third-party applications that use the standard Remedy API. For more information about how integrations work, see the BMC Remedy Action Request System 7.5.00 Integration Guide.

    sing web servicesWeb services are the most efficient way of integrating with BMC Remedy ITSM 7.6.03, because they eliminate the need to create API applications. With web services, you use a web services client to access the web services functions available in ITSM 7.6.03 (customers, however, can choose to develop their own web service client application).

    For example, an event occurs in an event-based system that causes the web services client to connect to BMC Remedy ITSM 7.6.03 and create an Incident, Problem, Change, or Purchase Order ticket.BMC Remedy IT Service Management 7.6.03 Integrations

  • Associating entries with configuration items

    U

    Asing BMC Remedy APIsUsing various BMC Remedy APIs (JavaTM API, C API, and Plug-ins), you can integrate a third-party application with BMC Remedy ITSM 7.6.03. Using the field reference tables listed later in this paper, you can determine what fields are needed to create, modify, and query Incident, Problem, Change, and Purchase Order tickets.

    For example, if you use a third-party application to identify incidents in a system, but have no way of tracking them, you can access BMC Remedy Incident Manager from the third-party application and create an incident ticket by way of the BMC Remedy APIs.

    ssociating entries with configuration itemsAny time you create an incident or infrastructure change entry, the architecture allows you to associate a configuration item (CI) with the entry.

    When an association is created, the association information is sent to the following forms:

    AST:CMDB Associations HPD:Associations CHG:Association

    Several methods can be used to associate CIs to incident or infrastructure change entries. One method requires that you provide the following input values in order to create an association in the relationship table:

    CI NameThe name of a CI (as it appears in the Name field of an Asset record). For example, CI Name: Desktop Computer

    Lookup KeywordThe ClassId of a CI (as it appears in the ClassID field of an Asset record). For example, Lookup Keyword: BMC_COMPUTERSYSTEM

    Another method requires that you provide the following input values in order to create the association in the relationship table and populate the CI field found in the incident or infrastructure change forms:

    CI NameThe name of a CI (as it appears in the Name field of an Asset record). Specify this value in the HPD_CIfield. For example, CI Name: Desktop Computer

    CI Reconciliation ID The Reconciliation ID for a CI that uniquely identifies the CI across multiple data sets. Specify this value in the HPD_CI_ReconID field.

    ClassId The ClassId of a CI (as it appears in the ClassID field of an Asset record. Specify this value in the HPD_CI_FormName field. For example, HPD_CI_FormName:BMC_COMPUTERSYSTEM

    CI Form Name The name of the form that stores a CI. For example, z1D_CI_FormName:AST:ComputerSystemPreface 9

  • 10

    BMC Remedy IT Service Management 7.6.03 Integrations

    W

    C

    MWhen associating a service and populating the Service field with an incident or infrastructure change entry, you must provide the following input values:

    ServiceCIThe name of a service (as it appears in the Name field of a Business Service record). For example, ServiceCI: Payroll Service

    ServiceCI Reconciliation ID The Reconciliation ID of a service that uniquely identifies the service across multiple data sets. Specify this value in the ServiceCI_ReconID field.

    ork information creationYou can create work information entries any time you submit or modify a ticket. Do this by placing values in the work information fields. For a list of the work information fields required to do this using an external application integration, see Table 1-2 on page 16 and Table 1-4 on page 22.

    NOTE You cannot add work information entries for the BMC Remedy Asset Management application.

    reating a service request entryRequests for the BMC Remedy Change Management and Incident Management applications are created by the Requester Console in BMC Remedy ITSM 7.6.03. For information about service requests, see the BMC Remedy Service Desk: Incident Management 7.6.03 Users Guide.

    apping assignmentsTo make sure Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form, which you access through BMC Remedy User. You need administrator permissions to modify this form.BMC Remedy IT Service Management 7.6.03 Integrations

  • Web service function mapping

    Web service function mappingThe following table lists the available web services and their corresponding functions.

    Web service name Functions within the web service

    HPD_IncidentInterface_Create_WS HelpDesk_Submit_Service

    HPD_IncidentInterface_WS HelpDesk_Modify_Service

    HelpDesk_Query_Service

    HelpDesk_QueryList_Service

    CHG_ChangeInterface_Create_WS Change_Submit_Service

    CHG_ChangeInterface_WS Change_Modify_Service

    Change_Query_Service

    Change_QueryList_Service

    PBM_ProblemInterface_Create_WS Problem_Submit_Service

    KnownError_Submit_Service

    Solution_Submit_Service

    PBM_ProblemInterface_WS Problem_Modify_Service

    Problem_Query_Service

    Problem_QueryList_Service

    PBM_KnownErrorInterface_WS KnownError_Modify_Service

    KnownError_Query_Service

    KnownError_QueryList_Service

    PBM_SolutionInterfaceWS Solution_Modify_Service

    Solution_Query_Service

    Solution_QueryList_Service

    Solution_AddKeyword_Service

    AST_PurchaseOrder_WS Update_PO_Confirmation

    Get_Specific_PO

    Get_List_Of_New_Pos

    AST_PurchaseOrder_WS_noDate Update_PO_Configuration

    Get_Specific_Confirmation

    Get_List_Of_New_Pos

    AST_PurchaseOrderInterface_WS PO_Modify_Service

    PO_Query_Service

    PO_GetListofNewPO_ServicePreface 11

  • 12

    BMC Remedy IT Service Management 7.6.03 Integrations

    F

    SuunctionsThis section provides a brief overview of the functions described in this paper.

    bmit functionsSubmit functions are used to create a record; for example, opening a form in New mode, then saving it as a new record. Each subsection describing submit functions can contain the following tables:

    Required input field values.

    These fields are required and a record is not created if they have null values.

    Optional input field values.

    These fields are not required to create an entry, but they might need to be populated, depending on the status the entry to be created. (See the Notes column in each table for more information about specific fields).

    Fields set by workflow.

    The values in these fields are generated by workflow that is triggered by the input fields (required and optional) only. When using web services, they are not exposed to the user.

    For example, the Priority field value is calculated when you populate the Impact and Urgency fields.

    When a record is created successfully, the newly created record ID is returned.

    TMS_TaskInterface QueryTaskOnly

    QueryTaskPlusWorkInfo

    QueryTaskPlusRelationships

    QueryTaskPlusRelationshipsAndWorkInfo

    UpdateTaskOnly

    UpdateTaskAndWorkInfo

    Web service name Functions within the web serviceBMC Remedy IT Service Management 7.6.03 Integrations

  • Sample Code

    M

    Q

    Sodify functionsThe creation of work log entries is the only workflow triggered by a modify function. When using web services, if there are populated fields in the main form that you want to modify, specify those values in the corresponding web service fields.

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

    NOTE There is no returned value to signal that a record has been modified.

    uery functionsThe query functions are web service-specific operations.

    When using web service functions, you must specify the ticket number on which to query (_Query_Service), or a valid AR System qualificationif you query from a list of entries (_QueryList_service).

    The "LIKE" operator can be used in the qualification of an unlimited character field length, this type of field is stored as a CLOB in the database. An example of such a field is the 'Justification' field on the Purchase Requisition.

    ample CodeYou can see examples of API code in the following BMC Remedy AR System reference guides:

    BMC Remedy Action Request System 7.5.00 C API Reference

    BMC Remedy Action Request System 7.5.00 Integration GuidePreface 13

  • 14

    BMC Remedy IT Service Management 7.6.03 IntegrationsBMC Remedy IT Service Management 7.6.03 Integrations

  • Chapter

    1 Incident ManagementYou use the interface forms in BMC Remedy Incident Management to:

    Create or modify an incident.

    Query an incident or a list of incidents.

    When creating an incident, if necessary, you can also associate the incident to an existing CI and create a work information entry.

    NOTE You can also create a work information entry during an incident modification.

    The following is a list of the web service functions available for BMC Remedy Incident Management. These functions are described in the rest of this section.

    HelpDesk_Submit_Servicecreates and submits incident tickets with work information and CI associations

    HelpDesk_Modify_Servicemodifies incident tickets with work information

    HelpDesk_Query_Service/ HelpDesk_QueryList_Serviceallows searches for specific incident tickets (using the query service) or a set of incident tickets (using the query list service)Chapter 1 Incident Management 15

  • 16

    BMC Remedy IT Service Management 7.6.03 Integrations

    HelpDesk_Submit_ServiceThe following tables list the values needed to submit an incident through the HPD:IncidentInterface_Create form. You can create incident records either through web services, or through the interface form.

    The following table lists optional input field values.

    Table 1-1: Required input field values

    DB field on interface form

    Displayed on web services

    Field value

    Notes

    z1D_Action Action CREATE Keyword triggers workflow that initiates the submit operation

    Last_Name Last_Name Used to populate the customer information section on the HPD:Help Desk form

    First_Name First_Name Used to populate the customer information section on the HPD:Help Desk form

    Status Status

    Service_Type Service_Type

    Impact Impact

    Urgency Urgency

    Description Summary Maps to Summary on the HPD:Help Desk form

    Reported Source

    Reported_Source

    Table 1-2: Optional input field values

    DB field on interface form Displayed on web services Notes

    Detailed_Description Notes

    Status_Reason Status_Reason

    Assigned Support Company Support_Company Required when status is set to greater than or equal to Assigned

    Assigned Support Organization

    Support_Organization Required when status is set to greater than or equal to Assigned

    Assigned Group Assigned_Group Required when status is set to greater than or equal to Assigned

    Assigned Group Shift Name Assigned_Group_Shift_Name Required when status is set to greater than or equal to AssignedBMC Remedy IT Service Management 7.6.03 Integrations

  • HelpDesk_Submit_ServiceAssignee Assignee Required when status is set to greater than or equal to Assigned

    Product Categorization Tier 1 Product_Categorization_Tier_1

    Displayed under the Product Categorization section on the interface and main forms

    Product Categorization Tier 2 Product_Categorization_Tier_2

    Product Categorization Tier 3 Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1 Displayed under the Operational Categorization section on the interface and main forms

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Closure Product Category Tier1

    Closure_Product_Category_Tier_1

    Displayed under the Resolution Product Categorization Section on the interface and main forms

    Closure Product Category Tier 2

    Closure_Product_Category_Tier_2

    Closure Product Category Tier 3

    Closure_Product_Category_Tier_3

    Closure Product Name Closure_Product_Name

    Closure Product Model/Version

    Closure_Product_Model_Version

    Closure Manufacturer Closure_Manufacturer

    Resolution Category Tier 1 Resolution_Category_Tier_1 Displayed under the Resolution Categorization Section on the interface and main forms

    Resolution Category Tier 2 Resolution_Category_Tier_2

    Resolution Category Tier 3 Resolution_Category_Tier_3

    Direct Contact Company N/A

    Direct Contact First Name Direct_Contact_First_Name

    Direct Contact Last Name Direct_Contact_Last_Name

    Table 1-2: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesChapter 1 Incident Management 17

  • 18

    BMC Remedy IT Service Management 7.6.03 IntegrationsDirect Contact Phone Number

    N/A

    Direct Contact InternetE-mail

    N/A

    Direct Contact Organization N/A

    Direct Contact Department N/A

    Direct Contact Site N/A

    CI Name CI_Name For more information about this element, see Associating entries with configuration items on page 9.

    Lookup Keyword Lookup_Keyword For more information about this element, see Associating entries with configuration items on page 9.

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_ActivityType Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource Work_Info_Source Optional for creating work information

    Flag_Create_Request Create_Request A Yes or No selection. Used to automatically generate a request entry when set to Yes. For more information about this, see Creating a service request entry on page 10.

    Table 1-2: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • HelpDesk_Submit_ServiceThe following table lists the fields set through workflow.

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    HPD_CI_ReconID HPD_CI_ReconID

    Middle Initial Middle_Initial If specified, the Middle Initial can make the customer information more unique. Otherwise, it will get populated automatically, if applicable.

    Status_Reason Status_Reason

    Direct Contact Middle Initial Direct_Contact_Middle_Initial If specified, the Middle Initial can make the direct contact information more unique. Otherwise, it will get populated automatically, if applicable.

    TemplateID TemplateID Optional for creating an incident using Incident Templates. Specify the Template InstanceID (FieldID 179) which can be found on the HPD:Template form.

    Table 1-3: Fields set through workflow

    DB field on interface form Notes

    Incident Number

    Contact_Company

    Company

    Client Type

    Client Sensitivity

    VIP

    Table 1-2: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesChapter 1 Incident Management 19

  • 20

    BMC Remedy IT Service Management 7.6.03 IntegrationsMiddle Initial

    Priority Set from impact and urgency values

    Priority Weight Set from impact and urgency values

    Person ID

    Site Group

    Site

    Site ID

    Organization

    Region

    Desk Location

    Mail Station

    Internet E-mail

    Phone_Number

    Department

    Reported Date

    CC Business Label isCountry Code

    Area Business Label isArea Code

    Local Business Label isLocal Phone

    Extension Business

    Incident_Entry_ID

    Assignee Login ID Set from the Assignment workflow

    Schema Name Set from the CI Association

    HPD_CI Set from HPD_CI_ReconID value

    HPD_CI_FormName Set from HPD_CI_ReconID value

    z1D_CI_FormName Set from HPD_CI_ReconID value

    State Province Set by the specified customer information

    Street Set by the specified customer information

    Zip/Postal Code Set by the specified customer information

    Corporate ID Set by the specified customer information

    Time Zone Set by the specified customer information

    Direct Contact Region Set by the specified direct contact information

    Direct Contact Site Group Set by the specified direct contact information

    Table 1-3: Fields set through workflow (Continued)

    DB field on interface form NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • HelpDesk_Submit_ServiceDirect Contact Street Set by the specified direct contact information

    Direct Contact State/Province Set by the specified direct contact information

    Direct Contact City Set by the specified direct contact information

    Direct Contact Zip/Postal Code Set by the specified direct contact information

    Direct Contact Time Zone Set by the specified direct contact information

    Direct Contact Desk Location Set by the specified direct contact information

    Direct Contact Mail Station Set by the specified direct contact information

    Direct Contact Site ID Set by the specified direct contact information

    Direct Contact Country Code Set by the specified direct contact information

    Direct Contact Area Code Set by the specified direct contact information

    Direct Contact Local Number Set by the specified direct contact information

    Direct Contact Extension Set by the specified direct contact information

    Table 1-3: Fields set through workflow (Continued)

    DB field on interface form NotesChapter 1 Incident Management 21

  • 22

    BMC Remedy IT Service Management 7.6.03 Integrations

    HelpDesk_Modify_ServiceThe following table indicates the values required to modify an incident through the HPD:IncidentInterface form. You can modify incident records either through web services or the interface form.

    When modifying an incident record through web services, observe the following points:

    All fields mapped with values on the Help Desk form must be populated by the interface form, otherwise a null value is sent, and the current values are overwritten.

    The Assignee must be set through the HPD:Help Desk form to move past the Assigned status.

    Table 1-4: Input fields

    DB field on interface form Displayed on web services Field value

    Notes

    z1D Action Action MODIFY Keyword triggers workflow that initiates the modify operation

    Incident Number Incident_Number ID of Incident to modify

    This qualification determines which incident to modify.

    Company

    Impact Impact

    Urgency Urgency

    Description Summary Appears in Summary on the Help Desk form

    Detailed Description Notes Appears in Notes on the Help Desk form

    Status Status

    Service Type Service_Type

    Reported Source Reported_Source

    Product Categorization Tier 1 Product_Categorization_Tier_1

    Product Categorization Tier 2 Product_Categorization_Tier_2

    Product Categorization Tier 3 Product_Categorization_Tier_3BMC Remedy IT Service Management 7.6.03 Integrations

  • HelpDesk_Modify_ServiceProduct Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Closure Product Category Tier1

    Closure_Product_Category_Tier1

    Closure Product Category Tier2

    Closure_Product_Category_Tier2

    Closure Product Category Tier3

    Closure_Product_Category_Tier3

    Closure Product Name Closure_Product_Name

    Closure Model/Version Closure_Product_Model_Version

    Closure Manufacturer Closure_Manufacturer

    Resolution Resolution

    Resolution Category Resolution_Category

    Resolution Category Tier 2 Resolution_Category_Tier_2

    Resolution Category Tier 3 Resolution_Category_Tier_3

    Resolution Method Resolution_Method

    z1D_WorklogDetails

    Work_Info_Summary Required for creating work information

    z1D_Activity_Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    Table 1-4: Input fields (Continued)

    DB field on interface form Displayed on web services Field value

    NotesChapter 1 Incident Management 23

  • 24

    BMC Remedy IT Service Management 7.6.03 Integrationsz1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource Work_Info_Source Optional for creating work information

    Status_Reason Status_Reason

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    HPD_CI HPD_CI

    HPD_CI_ReconID HPD_CI_ReconID

    HPD_CI_FormName HPD_CI_FormName

    z1D_CI_FormName z1D_CI_FormName

    Table 1-4: Input fields (Continued)

    DB field on interface form Displayed on web services Field value

    NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • HelpDesk_Query_Service and HelpDesk_QueryList_Service Functions

    HHelpDesk_Query_Service and elpDesk_QueryList_Service Functions

    The following two functions are web service specific. To perform a search outside of web services, do it directly from the HPD:Help Desk form.

    This table lists the output values.

    Table 1-5: Input values

    Web service field Field value Notes

    Incident_Number This is used only by the HelpDesk_Query_Service operation.

    Qualification AR System qualification This is used only by the HelpDesk_QueryList_Service operation.

    Table 1-6: Output values

    Web service field Notes

    Incident_Number Returned only in the HelpDesk_QueryList_Service

    Status

    Status_Reason

    Summary

    Notes

    Service_Type

    Reported_Source

    Impact

    Urgency

    Priority

    Priority_Weight

    First_Name

    Contact_Company

    Last_Name

    Middle_Initial

    VIP

    Contact_Sensitivity

    Phone_Number

    Internet_Email

    Company

    Organization

    DepartmentChapter 1 Incident Management 25

  • 26

    BMC Remedy IT Service Management 7.6.03 IntegrationsSite

    Country

    Region

    City

    Site Group

    Assigned_Support_Company

    Assigned_Support_Organization

    Assigned_Support_Shift_Name

    Assigned_Group

    Assignee

    Product_Categorization_Tier_1

    Product_Categorization_Tier_2

    Product_Categorization_Tier_3

    Product_Name

    Product_Model_Version

    Manufacturer

    Categorization_Tier_1

    Categorization_Tier_2

    Categorization_Tier_3

    Closure_Product_Category_Tier1

    Closure_Product_Category_Tier2

    Closure_Product_Category_Tier3

    Closure_Product_Name

    Closure_Product_Model_Version

    Closure _Manufacturer

    Resolution

    Resolution_Category

    Resolution_Category_Tier_2

    Resolution_Category_Tier_3

    ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    HPD_CI

    HPD_CI_ReconID

    HPD_CI_FormName

    z1D_CI_FormName

    Table 1-6: Output values (Continued)

    Web service field NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Solution_AddKeyword_Service

    Solution_Query_Service and Solution_QueryList_ServiceYou thesereco

    Whe

    syscan also add a work information entry at the time you create or modify any of records. In the Solution module, you can also add keywords to a Solution

    rd.

    n using web services, you can query one, or a set of records from each sub-Chapter

    2 Problem ManagementThis section describes the functions associated with the following BMC Remedy Problem Management sub-systems:

    Problem Investigation

    Known Error

    Solution Database

    The following table provides a list of the available web services for each BMC Remedy Problem Management sub-system.Table 2-1: Available web services

    Sub-system Available web services

    Problem Investigation Problem_Submit_Service

    Problem_Modify_Service

    Problem_Query_Service and Problem_QueryList_Service

    Known Error KnownError_Submit_Service

    KnownError_Modify_Service

    KnownError_Query_Service and KnownError_QueryList_Service

    Solution Database Solution_Submit_Service

    Solution_Modify_ServiceChapter 2 Problem Management 27

    tem.

  • 28

    BMC Remedy IT Service Management 7.6.03 Integrations

    P

    PrNOTE The mappings on the PBM:ProblemInterface_Create form are shared among the Problem Management sub-systems, and therefore you should be cautious about which keywords you send into the action field.

    The following is a list of the web service functions available for BMC Remedy Problem Management. These functions are described in the sections that follow.

    Submit (submit with work information, add a keyword in solution database)

    Modify (modify with work information, add a keyword in solution database)

    Query/Query List

    Add Keyword Service (Solution database sub-system only)

    roblem InvestigationThis section describes how to:

    Make and modify problem investigation records.

    Query a problem investigation.

    Query a list of problem investigations.

    You submit Problem Investigation entries through the PBM:ProblemInterface_Create form.

    oblem_Submit_ServiceThis interface form uses shared fields between Problem Investigation, Known Error, and Solution Database.

    Successfully creating a Problem Investigation entry through web services returns the newly created Problem Investigation ID.

    The following tables describe the values needed to create a Problem Investigation entry.Table 2-2: Required input field values

    DB field on interface form

    Displayed on web services Field value Notes

    z1D_Action Action PROBLEM Keyword triggers workflow that initiates the submit operation

    First Name First_Name

    Last Name Last_Name

    Description SummaryBMC Remedy IT Service Management 7.6.03 Integrations

  • Problem InvestigationThe following table lists the optional input field values.

    Status Status

    Impact Impact

    Urgency Urgency

    Investigation Driver

    Investigation_Driver

    Assigned Group Pblm Mgr

    Problem_Coordinator_Assigned_Group If Assignment engine is configured, you may not need to specify the Problem Coordinator values

    Support Company Pblm Mgr

    Problem_Coordinator_Support_Company

    Support Organization Pblm Mgr

    Problem_Coordinator_Support_Organization

    Table 2-3: Optional input field values

    DB field on interface form Displayed on web services Notes

    Detailed Description Notes

    Investigation Justification Investigation_Justification

    Product Categorization Tier 1 Product_Categorization_Tier_1

    Product Categorization Tier 2 Product_Categorization_Tier_2

    Product Categorization Tier 3 Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Temporary Workaround Workaround

    Generic Categorization Tier 1 Generic_Categorization_Tier_1

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorizaton_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Table 2-2: Required input field values (Continued)

    DB field on interface form

    Displayed on web services Field value NotesChapter 2 Problem Management 29

  • 30

    BMC Remedy IT Service Management 7.6.03 IntegrationsAssigned Support Company Problem_Manager_Support_Company

    Assigned Support Organization

    Problem_Manager_Support_Organization

    Assigned Group Problem_Manager_Assigned_Group

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_Problem_Activity_Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_Activity_Date_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource

    Work_Info_Source Optional for creating work information

    Target Resolution Date Target_Date Target Date is required when Status is not at Draft stage

    Table 2-3: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Problem InvestigationThe following table lists the fields set by workflow.

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI_ReconID PBM_CI_ReconID

    Table 2-4: Fields set by workflow

    DB field on interface form Notes

    Sys-Problem Investigation ID

    Company

    Contact Company

    Requestor Company

    Support Organization Requester

    Support Group Name Requester

    Priority

    Priority Weight

    Requestor ID

    Problem Manager Login

    Site ID

    Site

    Region

    Site Group

    Phone Number Business

    Person ID

    Corporate ID

    Table 2-3: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesChapter 2 Problem Management 31

  • 32

    BMC Remedy IT Service Management 7.6.03 Integrations

    Problem_Modify_ServiceYou search for, then modify, a specific problem using the problem investigation ID as the search criteria. Problem modifications are made through the PBM:ProblemInterface form.

    NOTE When using web services, you must use the interface form to populate all fields mapped to the Problem Investigation form, otherwise a null value is sent, and the current values are overwritten.

    Support Group ID Requester

    PBM Location Address

    PBM_CI Set from PBM_CI_ReconID value

    z1D_CI_FormName Set from PBM_CI_ReconID value

    Table 2-4: Fields set by workflow (Continued)

    DB field on interface form Notes

    Table 2-5: Input field values

    DB field on interface form

    Displayed on web services

    Field value Notes

    z1D_Action Action MODIFY Keyword triggers workflow that initiates the modify operation

    Problem Investigation ID

    Problem_Investigation_ID

    Used as the search criteria

    Description Summary

    Detailed_Description Notes Appears in Notes on the PBM:Problem Investigation form

    Investigation Status Investigation_Status

    Investigation Status Reason

    Investigation_Status_Reason

    Investigation Justification

    Investigation_Justification

    Investigation Driver Investigation_Driver

    Impact Impact

    Urgency Urgency

    Product Categorization Tier 1

    Product_Categorization_Tier_1

    Product Categorization Tier 2

    Product_Categorization_Tier_2BMC Remedy IT Service Management 7.6.03 Integrations

  • Problem InvestigationProduct Categorization Tier 3

    Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version

    Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Generic Categorization Tier 1

    Generic_Categorization_Tier_1

    Temporary Workaround

    Temporary_Workaround

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_Activity Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_ActivityDate_tab

    Work_Info_Date Optional for creating work information

    z1D_CommunicationSource

    Work_Info_Source Optional for creating work information

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    Z1D_View_Access Work_Info_View_Access

    Optional for creating work information. Defaults to Internal if left null.

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI PBM_CI

    Table 2-5: Input field values (Continued)

    DB field on interface form

    Displayed on web services

    Field value NotesChapter 2 Problem Management 33

  • 34

    BMC Remedy IT Service Management 7.6.03 Integrations

    Problem_Query_Service and Problem_QueryList_Service FunctionsBoth of these functions are web service specific. To perform a search, do it directly from the PBM:Problem Investigation form.

    The following table lists the output values.

    PBM_CI_ReconID PBM_CI_ReconID

    z1D_CI_FormName z1D_CI_FormName

    Table 2-5: Input field values (Continued)

    DB field on interface form

    Displayed on web services

    Field value Notes

    Table 2-6: Input values

    Web service field Field value Notes

    Problem_Investigation_ID This is used only by the Problem_Query_Serviceoperation.

    Qualification AR System qualification This is used only by the Problem_QueryList_Serviceoperation.

    Table 2-7: Output values

    Web service field Notes

    Problem_Investigation_ID Returned only in the Problem_QueryList_Service operation

    Investigation_Status

    Investigation_Status_Reason

    Investigation_Justification

    Investigation_Driver

    Summary

    Notes

    Impact

    Urgency

    Priority

    Priority_Weight

    First_Name

    Last_Name

    Company

    Contact_Company

    RegionBMC Remedy IT Service Management 7.6.03 Integrations

  • Problem InvestigationSite_Group

    Site

    Organization

    PBM_Location_Address

    Assigned_Support_Company

    Assigned_Support_Organization

    Assigned_Group

    Assignee

    Support_Group_Name_Requester

    Support_Organization_Requester

    Product_Categorization_Tier_1

    Product_Categorization_Tier_2

    Product_Categorization_Tier_3

    Product_Name

    Product_Model_Version

    Manufacturer

    Categorization_Tier_1

    Categorization_Tier_2

    Categorization_Tier_3

    Ceneric_Categorization_Tier_1

    Temporary_Workaround

    Target_Date

    ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI

    PBM_CI_ReconID

    PBM_CI_FormName

    Problem_Coordinator_Support_Company

    Problem_Coordinator_Support_Organization

    Problem_Coordinator_Assigned_Group

    Problem_Coordinator

    Table 2-7: Output values (Continued)

    Web service field NotesChapter 2 Problem Management 35

  • 36

    BMC Remedy IT Service Management 7.6.03 Integrations

    K

    Known Error recordsThis section describes how to make and modify known error records. It also describes how to create a work information entry when creating or modifying a Known Error record.

    Successfully creating a Known Error entry through web services returns the newly created Known Error ID.

    nownError_Submit_ServiceKnown Error entries are submitted through the PBM:ProblemInterface_Create form.

    NOTE This interface form uses shared fields between Problem Investigation, Known Error, and Solution Database.

    The following tables describe the values needed to create a Known Error entry.Table 2-8: Required input field values

    DB field on interface form

    Displayed on web services Field value Notes

    z1D_Action Action KNOWNERROR Keyword triggers workflow that initiates the submit operation

    Known Error Status

    Status

    Impact Impact

    Urgency Urgency

    Description Summary

    Detailed Description

    Notes

    View Access View_Access

    Assigned Group Pblm Mgr

    Problem_Coordinator_Assigned_Group

    If Assignment engine is configured, you may not need to specify the Problem Coordinator values

    Support Company Pblm Mgr

    Problem_Coordinator_Support_CompanyBMC Remedy IT Service Management 7.6.03 Integrations

  • Known Error recordsThe following table lists optional input field values.

    Support Organization Pblm Mgr

    Problem_Coordinator_Support_Organization

    Target Resolution Date

    Target_Date

    Table 2-9: Optional input field values

    DB field on interface form Displayed on web services

    Notes

    Company Company

    Searchable

    Category Category

    Product Categorization Tier 1 Product_Categorization_Tier_1

    Product Categorization Tier 2 Product_Categorization_Tier_2

    Product Categorization Tier 3 Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Generic Categorization Tier 1 Generic_Categorization_Tier_1

    Temporary Workaround Temporary_Workaround

    Resolution Resolution

    Assigned Support Company Assigned_Support_Company

    Assigned Support Organization

    Assigned_Support_Organization

    Table 2-8: Required input field values (Continued)

    DB field on interface form

    Displayed on web services Field value NotesChapter 2 Problem Management 37

  • 38

    BMC Remedy IT Service Management 7.6.03 IntegrationsThe following table lists fields set through workflow.

    Assigned Group Assigned_Group

    Assignee Assignee

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_Activity Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access

    Optional for creating work information. Defaults to Internal if left null.

    z1D_Details Work_Info_Notes Optional for creating work information

    Z1D_ActivityDate_tab

    Work_Info_Date Optional for creating work information

    z1D_CommunicationSource

    Work_Info_Source Optional for creating work information

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI_ReconID PBM_CI_ReconID

    Table 2-10: Fields set through workflow

    DB field on interface form

    Notes

    Known Error ID

    Priority

    Priority Weight

    PBM_CI Set from PBM_CI_ReconID value

    z1D_CI_FormName Set from PBM_CI_ReconID value

    Table 2-9: Optional input field values (Continued)

    DB field on interface form Displayed on web services

    NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Known Error records

    KnownError_Modify_ServiceKnown Error modifications are done through the PBM:KnownErrorInterface form. To search for and then modify a specific Known Error, use the Known Error ID as the search criteria.

    When using web services, all fields mapped with values on the Known Error form must be populated by the interface form, otherwise a null value is sent and the current values are overwritten.Table 2-11: Input field values

    DB field on interface form Displayed on web services

    Field value Notes

    z1D_Action Action MODIFY Keyword triggers workflow that initiates the modify operation

    Known Error ID Known_Error_ID

    Know Error Status Known_Error_Status

    Status_Reason Status_Reason

    Description Summary

    Detailed Description Notes

    Impact Impact

    Urgency Urgency

    View Access View_Access

    Searchable Searchable

    Category Category

    Company Company

    Product CategorizationTier 1

    Product_Categorization_Tier_1

    Product CategorizationTier 2

    Product_Categorization_Tier_2

    Product Categorization Tier 3

    Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2Chapter 2 Problem Management 39

  • 40

    BMC Remedy IT Service Management 7.6.03 IntegrationsCategorization Tier 3 Categorization_Tier_3

    Generic Categorization Tier 1 Generic_Categorization_Tier_1

    Temporary Workaround Temporary_Workaround

    Resolution Resolution

    Assigned Support Company Assigned_Support_Company

    Assigned Support Organization

    Assigned_Support_Organization

    Assigned Group Assigned_Group

    Assignee Assignee

    z1D_WorklogDetails

    Work_Info_Summary

    Required for creating work information

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_Activity Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource Work_Info_Source

    Optional for creating work information

    z1D_Secure_Log Work_Info_Locked

    Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access

    Optional for creating work information. Defaults to Internal if left null.

    ServiceCI ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    Table 2-11: Input field values (Continued)

    DB field on interface form Displayed on web services

    Field value NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Known Error records

    KFunownError_Query_Service and KnownError_QueryList_Service nctions

    These two functions are web service specific. To perform a search outside of web services, use the PBM:Known Error form.

    The following table lists the output values.

    ServiceCI_ReconID ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI PBM_CI

    PBM_CI_ReconID PBM_CI_ReconID

    z1D_CI_FormName z1D_CI_FormName

    Table 2-11: Input field values (Continued)

    DB field on interface form Displayed on web services

    Field value Notes

    Table 2-12: Input values

    Web service field Field value Notes

    Known_Error_ID This is used only in the KnownError_Query_Service Operation.

    Qualification AR System qualification

    This is only used in the KnownError_QueryList_Service operation.

    Table 2-13: Output values

    Web service field Notes

    Known_Error_ID Returned only in the KnownError_QueryList_Service operation

    Summary

    Notes

    Known_Error_Status

    Status_Reason

    Impact

    Urgency

    Priority

    Priority_Weight

    Searchable

    CategoryChapter 2 Problem Management 41

  • 42

    BMC Remedy IT Service Management 7.6.03 IntegrationsView_Access

    Company

    Product_Categorization_Tier_1

    Product_Categorization_Tier_2

    Product_Categorization_Tier_3

    Product_Name

    Product_Model_Version

    Manufacturer

    Categorization_Tier_1

    Categorization_Tier_2

    Categorization_Tier_3

    Generic_Categorization_Tier_1

    Temporary_Workaround

    Resolution

    Assigned_Support_Company

    Assigned_Support_Organization

    Assigned_Group

    Assignee

    Support_Company_Pblm_Mgr

    Support_Organization_Pblm_Mgr

    Target_Date

    ServiceCI For more information about this element, see Associating entries with configuration items on page 9.

    ServiceCI_ReconID For more information about this element, see Associating entries with configuration items on page 9.

    PBM_CI

    PBM_CI_ReconID

    PBM_CI_FormName

    Problem_Coordinator_Support_Company

    Problem_Coordinator_Support_Organization

    Problem_Coordinator_Assigned_Group

    Problem_Coordinator

    Table 2-13: Output values (Continued)

    Web service field NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Solution Database records

    S

    Soolution Database recordsThis section describes how to make and modify Solution Database records. It also describes how to query and add key words to a solution database.

    Successfully creating a Solution Database entry through web services returns the newly created Solution Database ID.

    lution_Submit_ServiceYou submit Solution Database entries through the PBM:ProblemInterface_Create form.

    NOTE This interface form uses shared fields between Problem Investigation, Known Error, and Solution Database.

    The following tables describe the values needed to create a Solution Database entry.

    This table lists the optional input field values.

    Table 2-14: Required input field values

    DB field on interface form

    Displayed on web services

    Field value Notes

    z1D_Action Action SOLUTION Keyword triggers workflow that initiates the submit operation

    Solution Status Solution_Status

    Solution Description Summary

    Description Abstract This appears as Abstract on the Solution form.

    Solution Solution

    View Access View_Access

    Company Company

    Contact Company Contact_Company

    Table 2-15: Optional input field values

    DB field on interface form Displayed on web services Notes

    Status_Reason Status_Reason

    Searchable Searchable

    Solution_Type Solution_Type

    Contact Company Contact_Company

    Organization Organization

    Department DepartmentChapter 2 Problem Management 43

  • 44

    BMC Remedy IT Service Management 7.6.03 IntegrationsSite Group Site_Group

    Site Site

    Region Region

    Product Categorization Tier 1

    Product_Categorization_Tier_1

    Product Categorization Tier 2

    Product_Categorization_Tier_2

    Product Categorization Tier 3

    Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Assigned Support Company Assigned_Support_Company

    Assigned Support Organization

    Assigned_Support_Organization

    Assigned Group Assigned_Group

    z1D Solution Keyword Solution_Keyword Starts workflow to create a keyword for the new solution record

    z1D_WorklogDetails

    Work_Info_Summary Required for creating work information

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_Solution_Activity_Type

    Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_Communication_Source

    Work_Info_Source Optional for creating work information

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    Table 2-15: Optional input field values (Continued)

    DB field on interface form Displayed on web services NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Solution Database records

    SoThis table lists the fields set by workflow.

    lution_Modify_ServiceYou make modifications through the PBM:SolutionInterface form. To find, then modify a specific solution, use the Solution Database ID as the search criteria.

    NOTE When using web services, you must use the interface form to populate all fields mapped to the Solution Database form, otherwise a null value is sent, and the current values are overwritten.

    Table 2-16: Fields set by workflow

    DB field on interface form Notes

    Solution Database ID

    Support Group ID Only set if Assigned, Support Company, Organization, and Group are not null

    Table 2-17: Input field values

    DB field on interface form Displayed on web services Field value

    Notes

    z1D_Action Action MODIFY Keyword triggers workflow that initiates the modify operation

    Solution_Database_ID This is a search qualification.

    Solution Status Solution_Status

    Status_Reason Status_Reason

    Solution Description Solution_Summary

    Abstract Abstract

    Solution Solution

    View Access View_Access

    Searchable Searchable

    Solution_Type Solution_Type

    Company Company

    Contact Company Contact_Company

    Department Department

    Organization Organization

    Region Region

    Site Group Site_Group

    Site SiteChapter 2 Problem Management 45

  • 46

    BMC Remedy IT Service Management 7.6.03 IntegrationsProduct Categorization Tier 1 Product_Categorization_Tier_1

    Product Categorization Tier 2 Product_Categorization_Tier_2

    Product Categorization Tier 3 Product_Categorization_Tier_3

    Product Name Product_Name

    Product Model/Version Product_Model_Version

    Manufacturer Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Assigned Support Company Assigned_Support_Company

    Assigned Support Organization

    Assigned_Support_Organization

    Assigned Group Assigned_Group

    Assignee Assignee

    z1D Solution Keyword Solution_Keyword Used to create a keyword for the newly created solution record

    z1D_Worklog_Details Work_Info_Summary Required for creating work information

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_Activity_Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_ActicityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource Work_Info_Source Optional for creating work information

    Table 2-17: Input field values (Continued)

    DB field on interface form Displayed on web services Field value

    NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Solution Database records

    So

    Solution_AddKeyword_ServiceThis function adds a keyword to the specified solution entry. Use a keyword when you want to search the database for a solution entry with a particular subject.

    lution_Query_Service and Solution_QueryList_Service FunctionsThese two functions are web service specific. To perform a search outside of web services, use the PBM:Solution Database form.

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    Table 2-17: Input field values (Continued)

    DB field on interface form Displayed on web services Field value

    Notes

    Table 2-18: Input field values

    DB field on interface form

    Displayed on web services

    Field value Notes

    z1D_Action Action ADDKEYWORD Keyword triggers workflow that initiates the add keyword operation

    Solution Database ID Solution_Database_ID

    z1D Solution Keyword

    Solution_Keyword

    Table 2-19: Input values

    Web service field Field value Notes

    Solution_Database_ID This field is used only in the Solution_Query_Service operation.

    Qualification AR System qualification

    This field is used only in the Solution_QueryList_Service operation.Chapter 2 Problem Management 47

  • 48

    BMC Remedy IT Service Management 7.6.03 IntegrationsThis table lists the output values.Table 2-20: Output values

    Web service field Notes

    Solution_Database_ID Returned only in the Solution_QueryList_Service operation

    Solution_Summary

    Solution_Status

    Solution_Type

    Searchable

    View_Access

    Abstract

    Solution

    Company

    Contact_Company

    Organization

    Department

    Region

    Site_Group

    Site

    Product_Categorization_Tier_1

    Product_Categorization_Tier_2

    Product_Categorization_Tier_3

    Product_Name

    Product_Model_Version

    Manufacturer

    Categorization_Tier_1

    Categorization_Tier_2

    Categorization_Tier_3

    Assigned_Support_Company

    Assigned_Support_Organization

    Assigned_Group

    AssigneeBMC Remedy IT Service Management 7.6.03 Integrations

  • Relate the release with an existing CI entry.

    eate a work information entry.

    se an existing release template.

    can also manage Manifest Relationships using the Cr

    U

    You ReleremoaseManifestInterface form, which enables you to create, update, and ve these associations.Chapter

    3 Change ManagementYou create and modify infrastructure change records using the BMC Remedy Change Management interface forms.

    When you create an infrastructure change, you can:

    Relate the change with an existing CI entry.

    Create a work information entry.

    When you modify an infrastructure change, you can also create a work information record.

    The following is a list of the web service functions available for BMC Remedy Change Management. These functions are described in the sections that follow.

    Change_Submit_Servicesubmits change requests with work information and associates the change with an existing CI

    Change_Modify_Servicemodifies change requests with work information

    Change_Query_Service/Change_QueryList_Servicesearches for a specific change ticket (the Change_Query_Service) or set of change tickets (the Change_QueryList_Service)

    You create, modify, and query release records using the Release Management interface forms.

    When you create a release, you can:Chapter 3 Change Management 49

  • 50

    BMC Remedy IT Service Management 7.6.03 Integrations

    CThe following is a list of the web service functions available for Release Management. These functions are described in the sections that follow.

    Release_Submit_Servicesubmits release requests

    Modify and query release operations

    Create Manifestcreates Manifest Associations

    UpdateManifestupdates Manifest Associations

    RemoveManifestremoves Manifest Associations

    Createcreates Release Relationship

    hange_Submit_ServiceTo create an Infrastructure Change record, use either web services or use the interface form.

    The following tables describe the values required to create an Infrastructure Change record using the CHG:ChangeInterface_Create form. These tables list the interface field value and its corresponding web service value.Table 3-1: Required input field values

    DB field on interface form

    Displayed on web services

    Field value

    Notes

    z1D_Action Action CREATE Keyword triggers workflow that initiates the submit operation

    Description Summary

    Status Status

    Impact Impact

    Urgency Urgency

    Change Type Change_Type

    Timing Class

    Risk Level Risk_Level

    Company Company

    Location Company

    Location_Company

    First Name First_Name

    Last Name Last_NameBMC Remedy IT Service Management 7.6.03 Integrations

  • Change_Submit_ServiceThis table lists the optional field values.Table 3-2: Optional input field values

    DB field on interface form

    Displayed on web services

    Notes

    Detailed Description Notes Displayed on the main form as Notes

    Environment

    Reason For Change Reason_For_Change

    Lead Time Lead_Time

    Performance Rating Performance_Rating

    Business Justification Business_Justification

    Product Cat Tier 1 (2) Product_Categ_Tier_1

    Product Cat Tier 2 (2) Product_Categ_Tier_2

    Product Cat Tier 3 (2) Product_Categ_Tier_3

    Product Name (2) Product_Name

    Product Model/Version (2)

    Product_Model_Version

    Manufacturer (2) Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Requested Start Date Requested_Start_Date

    Request End Date Requested_End_Date

    Scheduled Start Date Scheduled_Start_Date

    Scheduled End Date Scheduled_End_Date

    Actual Start Date Actual_Start_Date

    Actual End Date Actual_End_Date

    In Production In_Production_Date

    Company3 Chg_Manager_Support_Company

    Used for assignment on the CHG:Infrastructure Change form

    Support Organization Chg_Manager_Support_Organization

    Used for assignment on the CHG:Infrastructure Change form

    Support Group Name Chg_Manager_Support_Group

    Used for assignment on the CHG:Infrastructure Change form

    CAB Manager (Change Co-ord)

    Change_Manager Used for assignment on the CHG:Infrastructure Change form

    ChgImpCpy Chg_Implementer_Support_Company

    Used for assignment on the CHG:Infrastructure Change formChapter 3 Change Management 51

  • 52

    BMC Remedy IT Service Management 7.6.03 IntegrationsChgImpOrg Chg_Implementer_Support_Organization

    Used for assignment on the CHG:Infrastructure Change form

    ChgImpGrp Chg_Implementer_Support_Group

    Used for assignment on the CHG:Infrastructure Change form

    ChgImp Change_Implementer Used for assignment on the CHG:Infrastructure Change form

    ASCPY Chg_Assignee_Support_Company

    Used for assignment on the CHG:Infrastructure Change form

    ASORG Chg_Assignee_Support_Organization

    Used for assignment on the CHG:Infrastructure Change form

    ASGRP Chg_Assignee_Support_Group

    Used for assignment on the CHG:Infrastructure Change form

    ASCHG Change_Coordinator Used for assignment on the CHG:Infrastructure Change form

    Change Target Date Change_Target_Date Used for tracking the approximate target date for completion of a change request

    CI Name CI_Name For more information see Associating entries with configuration items on page 9.

    Lookup Keyword Lookup_Keyword For more information see Associating entries with configuration items on page 9.

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_Activity Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    Secure Work Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    Table 3-2: Optional input field values (Continued)

    DB field on interface form

    Displayed on web services

    NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Change_Submit_ServiceThis table lists the fields set through workflow.

    View Access Work_Info_View_Access

    Optional for creating work information. Defaults to Internal if left null.

    z1D_Details Work_Info_Notes Optional for creating work information

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource

    Work_Info_Source Optional for creating work information

    Phone Number Req_by_Phone_Number

    Organization Req_By_Organization

    Department Req_By_Department

    Support Group Name2 Req_By_Group

    Table 3-3: Fields set through workflow

    DB field on interface form Notes

    Infrastructure Change ID

    Priority

    RequesterLoginID This is set to $USER$ by default (currently not a web service input).

    Submitter Set to $USER$

    Table 3-2: Optional input field values (Continued)

    DB field on interface form

    Displayed on web services

    NotesChapter 3 Change Management 53

  • 54

    BMC Remedy IT Service Management 7.6.03 Integrations

    Change_Modify_ServiceUse the Infrastructure Change ID as the search criteria to find, then modify, a specific change. You perform modifications through the CHG:ChangeInterface form.

    NOTE When using web services, you must use the interface form to populate all fields mapped to the CHG:ChangeInterface form, otherwise a null value is sent, and the current values are overwritten.

    Table 3-4: Input field values

    DB field on interface form

    Displayed on web services Field value Notes

    z1D_Action Action MODIFY Keyword triggers workflow that initiates the modify operation

    Infrastructure Change ID

    Infrastructure_Change_ID Used as the qualification to search against the main form

    Change Type Change_Type

    Description Summary

    Detailed Description Notes

    Change Request Status Change_Request_Status

    Status Reason Status_Reason

    Impact Impact

    Urgency Urgency

    Priority Priority

    Risk Level Risk_Level

    Class Class

    Timing_Reason Timing_Reason

    Lead Time Lead_Time

    Reason For Change Reason_For_Change

    Business Justification Business_Justification

    Environment Environment

    Performance Rating Performance_Rating

    Company Company

    First_Name First_Name

    Last_Name Last_Name

    Phone_Number Phone_Number

    Organization OrganizationBMC Remedy IT Service Management 7.6.03 Integrations

  • Change_Modify_ServiceDepartment Department

    Support Organization2 Req_By_Support_Organization

    Support Group Name2 Req_By_Support_Group

    Location Company Location_Company

    Region Region

    Site Group Site_Group

    Site Site

    Chg Location Address Chg_Location_Address

    Product Cat Tier 1(2) Product_Cat_Tier_1

    Product Cat Tier 2(2) Product_Cat_Tier_2

    Product Cat Tier 3(2) Product_Cat_Tier_3

    Product Model/Version(2)

    Product_Model_Version

    Product Name(2) Product_Name

    Manufacturer(2) Manufacturer

    Categorization Tier 1 Categorization_Tier_1

    Categorization Tier 2 Categorization_Tier_2

    Categorization Tier 3 Categorization_Tier_3

    Company3 Chg_Manager_Support_Company

    Support Organization Chg_Manager_Support_Organization

    Support Group Name Chg_Manager_Support_Group

    CAB Manager (Change Co-ord)

    Change_Manager

    ASCPY Chg_Assignee_Support_Company

    ASORG Chg_Assignee_Support_Organization

    ASGRP Chg_Assignee_Support_Organization

    ASCHG Change_Coordinator

    ChgImpCpy Chg_Implementer_Support_Company

    ChgImpOrg Chg_Implementer_Support_Organization

    ChgImpGrp Chg_Implementer_Support_Group

    Table 3-4: Input field values (Continued)

    DB field on interface form

    Displayed on web services Field value NotesChapter 3 Change Management 55

  • 56

    BMC Remedy IT Service Management 7.6.03 IntegrationsChgImp Change_Implementer

    Approval Phase Name Approval_Phase_Name

    Earliest Start Date Earliest_Start_Date

    Requested Start Date Requested_Start_Date

    Requested End Date Requested_End_Date

    Scheduled Start Date Scheduled_Start_Date

    Scheduled End Date Scheduled_End_Date

    Actual Start Date Actual_Start_Date

    Actual End Date Actual_End_Date

    In Production In_Production

    z1D_WorklogDetails Work_Info_Summary Required for creating work information

    z1D_Details Work_Info_Details Optional for creating work information

    z1D_Activity Type Work_Info_Type Optional for creating work information. Defaults to General Information if left null.

    z1D_ActivityDate_tab Work_Info_Date Optional for creating work information

    z1D_CommunicationSource

    Work_Info_Source Optional for creating work information

    z1D_Secure_Log Work_Info_Locked Optional for creating work information. Defaults to No if left null.

    z1D_View_Access Work_Info_View_Access Optional for creating work information. Defaults to Internal if left null.

    Change Target Date Change_Target_Date Used for tracking the approximate target date for completion of a change request

    Table 3-4: Input field values (Continued)

    DB field on interface form

    Displayed on web services Field value NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Change_Query_Service and Change_QueryList_Service Functions

    CChange_Query_Service and hange_QueryList_Service Functions

    The Change_Query_Service and Change_QueryList_Service functions are specific to web services. To perform a search outside of web services, use the CHG:Infrastructure Change form.

    This table lists the output values.

    Table 3-5: Input values

    Web service field Field value Notes

    Infrastructure_Change_ID This is used only by the Change_Query_Service Operation.

    Qualification Valid AR System qualification

    This is used only by the Change_QueryList_Service operation.

    Change Target Date Change_Target_Date This is used for tracking the approximate target date for completion of a change request.

    Table 3-6: Output values

    Web service field Notes

    Infrastructure_Change_ID Returned only by the Change_QueryList_Service operation

    Summary

    Notes

    Change_Type

    Change_Request_Status

    Status_Reason

    Risk_Level

    Impact

    Urgency

    Priority

    Company

    First_Name

    Last_Name

    Phone_Number

    Organization

    Department

    Req_By_Support_Organization

    Req_By_Support_Group_NameChapter 3 Change Management 57

  • 58

    BMC Remedy IT Service Management 7.6.03 IntegrationsCustomer_First_Name

    Customer_Middle_Name

    Customer_Last_Name

    Customer_Phone_Number

    Customer_Organization

    Customer_Department

    Location_Company

    Region

    Site_Group

    Site

    Chg_Location_Address

    Class

    Timing_Reason

    Lead_Time

    Reason_For_Change

    Business_Justification

    Environment

    Performance_Rating

    Product_Cat_Tier_1

    Product_Cat_Tier_2

    Product_Cat_Tier_3

    Product_Name

    Product_Model_Version

    Manufacturer

    Categorization_Tier_1

    Categorization_Tier_2

    Categorization_Tier_3

    Chg_Manager_Support_Company

    Chg_Manager_Support_Organization

    Chg_Manager_Support_Group

    Change_Manager

    Chg_Assignee_Support_Company

    Chg_Assignee_Support_Organization

    Chg_Assignee_Support_Group

    Change_Coordinator

    Chg_Implementer_Support_Company

    Chg_Implementer_Support_Organization

    Table 3-6: Output values (Continued)

    Web service field NotesBMC Remedy IT Service Management 7.6.03 Integrations

  • Release_Submit_Service

    Release_Submit_ServiceTo create a Release Request, use either web services or use the RMS:ReleaseInterface_Create form.

    The following table describes the values required to submit a Release Request using the RMS:ReleaseInterface_Create form.

    Table 3-7: Required input field values

    Chg_Implementer_Support_Group

    Change_Implementer

    Approval_Phase_Name

    Earliest_Start_Date

    Requested_Start_Date

    Requested_End_Date

    Scheduled_Start_Date

    Scheduled_End_Date

    Actual_Start_Date

    Actual_End_Date

    In_Production

    Table 3-6: Output values (Continued)

    Web service field Notes

    DB field on interface form

    Displayed on web services

    Field value

    Notes

    z1D Action Action CREATE Keyword triggers workflow that initiates the create operation

    Description Description

    First Name First_Name

    Impact Impact

    Last Name Last_Name

    Location Company

    Location_Company

    Release Status Release_Status

    Risk Level Risk_Level

    Urgency Urgency

    Company Company The Requesters Support Company

    Business Justification

    Business_Justification

    Target Date Target_DateChapter 3 Change Management 59

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    BMC Remedy IT Service Management 7.6.03 Integrations

    MWhile you are using this web service, and if you are not using auto assignment, you should type the Release Manager Login ID instead of the Release Managers full name into the Release_Manager_LoginID field.

    odify and query release operationsTo modify and query releases along with multiple relationships and work information entries, use either web services or use the RMS:ReleaseInterface, RMS:Associations, and RMS:WorkLog forms.

    These forms and web services support the following operations:

    UpdateReleaseOnly updates release only

    QueryReleaseOnly queries release only

    UpdateReleaseAndRelationships updates release and relationships

    QueryReleasePlusRelationships queries release and relationships

    UpdateReleaseAndWorkInfo updates release and work information entries

    QueryReleaseAndWorkInfo queries release and work information entries

    UpdateReleaseAndRelationshipsAndWorkInfo updates release, relationships, and work information entries

    QueryReleasePlusRelationshipsAndWorkInfo queries release, relationships, and work information entries

    NOTE You cannot create multiple relationships or work information entries using the interface forms. Use web services to create multiple relationships or work information entries.

    The following table describes the values required to update releases using the RMS:ReleaseInterface form. Table 3-8: Required input field values for updating Release

    DB field on interface form

    Displayed on web services Field value

    Notes

    ReleaseID ReleaseID

    First Name FirstName

    Last Name LastName

    Location Company LocationCompany

    Impact Impact

    Urgency Urgency

    Description Description

    Release Status ReleaseStatus

    Company RequesterSupportCompanyBMC Remedy IT Service Management 7.6.03 Integrations

  • Modify and query release operationsThe following table describes the values required to update relationships using the RMS:Associations form.

    Table 3-9: Required input field values for updating Relationships

    The following table describes the values required to add work information entries using the RMS:WorkLog form.

    Table 3-10: Required input field values for adding work information entries

    DB field on interface form

    Displayed on web services

    Field value Notes

    Status RelationshipsStatus Enabled

    Request ID01 RelatedItemID Reconcilation ID for the CI that relates to the Release Request

    Form Name01 RelatedItemSource CI form name that relates to the Release Reque

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