BMC ITSM7 Incident Work Info Create CE
Version 1
Creates Work Info entries related to a Incident. The relationship is established by placing the Incident ID in the 'Incident ID' field on the 'WOI:WorkInfo' form.
The Include Review Request parameter invokes a method that builds and places a link in the Notes field on the Work Info entry. When this link is clicked, the original service request submission is opened in the read-only Review Request mode.
The Include Question Answers parameter invokes a method which builds a question and answer pair display of the service request submittal. These data elements are placed in the Notes field of the Work Info entry. This provides a quick view of the triggering service request submittal data.
The Work Info entry accommodates up to three file attachments. When configuring the task, this handler expects the value Menu Label of the attachment question. The handler will use this name to locate the attachment file within the Remedy forms of the Kinetic Request application. If more than three attachments are needed, it is recommended to create additional Work Info entries.
This handler is safe to use in a subtree because it does not rely on any @base information to process. All data is passed into the handler as parameters.
This handler allows for a configuration where the ARS system used for Kinetic and the ARS system used for BMC Remedy ITSM7 are different.
The following data is used to create the 'WOI:WorkInfo' record:
Sets the 'Detailed Description' field to a concatenation of the following:
- The URL link to the Review Request view of the triggering Kinetic Request submission (if provided).
- The value of the "Work Info Notes" parameter.
- The formatted string of Question name to full answer pairs (if provided).
Sets the 'Incident Entry ID' field to the result of a lookup to the WOI:WorkOrder form. The lookup is done using the Incident id parameter and the resulting entry's request id is used.
Attaches the files associated to the specified Attachment field menu label parameters to the specified fields:
- 'z2AF Work Log01' => "Attachment Field 1"
- 'z2AF Work Log02' => "Attachment Field 2"
- 'z2AF Work Log03' => "Attachment Field 3"
Sets the following field values to the specified values:
- 'z1D Previous Operation' => "SET"
- 'Status' => "Enabled"
Sets the following field values to the values of the specified parameters:
- 'Incident ID' => "Incident ID"
- 'Description' => "Work Info Summary"
- 'Detailed Description' => "Work Info Notes"
- 'Work Log Date' => "Work Info Submit Date"
- 'Work Log Submitter' => "Submitter"
- 'Secure Work Log' => "No"
- 'View Access' => "Internal"
- 'Communication Source' => "Web"
- 'Work Log Type' => "General Information"
Parameters
| Name |
Description |
| Incident Number: |
The incident number of the Incident to associate the Incident Work Info entry with. |
| Include Review Request: |
Option to prepend the review request URL to the Notes of the Incident Work Info entry. |
| Include Question Answers: |
Option to append the question answer pairs to the Notes of the Incident Work Info entry. |
| Work Info Type: |
Work Info Type. |
| Work Info Summary: |
Sets the Summary of the Incident Work Info entry. |
| Work Info Notes: |
Sets the Notes of the Incident Work Info entry. |
| Work Info Submit Date: |
Sets the Date of the Incident Work Info entry. |
| Attachment Input Type |
Choose Field if the input for the attachment info as a Field Name or choose JSON if the input is an attachment's JSON from the Get Attachment Info handler. Note that if Field is specified, the fields entered should only allow one attachment. |
| Attachment Field 1: |
The Field Name of an attachment question to retrieve an attachment from. |
| Attachment Field 2: |
The Field Name of an attachment question to retrieve an attachment from. |
| Attachment Field 3: |
The Field Name of an attachment question to retrieve an attachment from. |
| Attachment JSON 1: |
The Field Name of an attachment question to retrieve an attachment from. |
| Attachment JSON 2: |
The Field Name of an attachment question to retrieve an attachment from. |
| Attachment JSON 3: |
The Field Name of an attachment question to retrieve an attachment from. |
| Submitter: |
Sets the Submitter of the Incident Work Info entry. |
| Locked: |
Sets the Incident Work Info entry Locked status. |
| View Access: |
Sets the Incident Work Info entry to Public or Internal. |
| Submission ID: |
The id of the CE submission to retrieve answers for. |
| Space Slug: |
Can be used to override the info parameter provided. |
Sample Configuration
| Name |
Description |
| Attachment Input Type |
Field |
| Space Slug: |
|
| Incident Number: |
|
| Include Review Request: |
|
| Include Question Answers: |
|
| Work Info Type: |
|
| Work Info Summary: |
|
| Work Info Notes: |
|
| Work Info Submit Date: |
|
| Attachment Field 1: |
|
| Attachment Field 2: |
|
| Attachment Field 3: |
|
| Attachment JSON 1: |
|
| Attachment JSON 2: |
|
| Attachment JSON 3: |
|
| Submitter: |
|
| Locked: |
|
| View Access: |
|
| Submission ID: |
|
Results
| Name |
Description |
| Entry Id |
The Request Id of the generated Incident Work Info entry. |
Changelog
BMCITSM7IncidentWorkInfoCreateCE (2016-07-19)
- Initial version. Allows for a configuration where Kinetic Request is CE
and the ARS system used for BMC Remedy is ITSM7/ITSM8.
Related Handlers
- BMC ITSM7 Alternate Approver Lookup
- Retrieves the Login IDs for the current alternates for a Login ID
- BMC ITSM7 Approval Approve
- Approves a specific AP:Detail-Signature record.
- BMC ITSM7 Approver Alternate Add
- Adds an alternate approver.
- BMC ITSM7 Approver Alternate Cancel
- Cancels an alternate approver.
- BMC ITSM7 Approver Retrieve by Role
- Retrieves a list of approvers for the role provided.
- BMC ITSM7 Change Retrieve
- Retrieves a single ITSM Change entry.
- BMC ITSM7 Update Change Status
- Updates the Change Status
- BMC ITSM7 Change Templated Create
- Creates a BMC ITSM7 Infrastructure Change record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Change Template and data parameters provided.
- BMC ITSM7 Change Work CE
- Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
- BMC ITSM7 Change Work Info Create
- Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
- BMC ITSM7 Change Work Info Create
- Creates a BMC ITSM7 Infrastructure Change Work Info record based upon the parameters provided.
- BMC ITSM7 Functional Role Lookup
- Retrieves the Login IDs associated with a particular Functional Role and Group ID
- BMC ITSM7 Group Membership Lookup
- Retrieves Email Address(es) for the individual or support group, separated by commas.
- Bmc Itsm7 Incident Asset Relate
- Creates an HPD:Associations record to relate a CI to a Incident.
- BMC ITSM7 Incident Close
- Sets an Incidnet Status To closed.
- BMC ITSM7 Incident Create Detail
- Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
- BMC ITSM7 Incident Create
- Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
- BMC ITSM7 Incident Retrieve
- Retrieves a single ITSM Incident entry.
- BMC ITSM7 Update Incident Status
- Updates the Incident Status
- BMC ITSM7 Incident Templated Create Detail
- Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Incident Template and parameters provided.
- BMC ITSM7 Incident Templated Create
- Creates a BMC ITSM7 Incident (Help Desk) record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Incident Template and parameters provided.
- BMC ITSM7 Incident to Incident Relationship Create
- Creates a relationship between two ITSM7 incidents using the HPD:Associations form
- BMC ITSM7 Incident Work Info Create on a Remote AR Server
- Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
- BMC ITSM7 Incident Work Info Create
- Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided.
- BMC ITSM7 Notification Events Find
- Returns an XML listing (enabled) record ids found in the NTE:CFG-Notification Events form.
- BMC ITSM7 Person Create
- Creates an ITSM v7.x CTM People entry with the Remedy Login Id.
- BMC ITSM7 Person Retrieve
- Retrieves a single ITSM v7.x CTM People entry related to the Remedy Login specified.
- BMC ITSM7 Person Update
- Updates an ITSM v7.x CTM People entry given the Remedy Login Id. It only updates the record with the given values if those values are provided (will not null out values). It also creates a WorkLog entry to audit the modification.
- BMC ITSM7 Support Group Membership Add
- Adds the individual to support group.
- BMC ITSM7 Task Templated Create
- Creates a TMS:Task entry that belongs to either a Change or Incident record.
- BMC ITSM7 Work Order Create Detail
- Creates a BMC ITSM7 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
- BMC ITSM7 Work Order Status Update
- Updates the status and status reason if needed for a specific BMC ITSM7 Work Order (WOI:WorkOrder) request.
- BMC ITSM7 Work Order Work Info Create CE
- Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
- BMC ITSM7 Work Order Work Info Create
- Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
- BMC ITSM7 Work Order Work Info Create
- Creates a BMC ITSM7 Work Order Work Info record based upon the parameters provided.
- BMC ITSM8 Asset to Contract Assoc Create
- Attaches a contract to an asset. (A second handler is needed to attach the contract to the asset.)
- BMC ITSM8 Associations to Asset Create
- Attaches a items to an asset on the AST:CMDB Associations. (Second handlers are needed to attach the asset to the related item.)
- BMC ITSM8 Assoc to Change Request Create
- Attaches an item to a Change Request. (A second handler is needed to attach the change request to related item.)
- BMC ITSM8 Assoc to Incident Create
- Attaches an item to a Incident. (A second handler is needed to attach the incident to related item.)
- BMC ITSM9 Change Templated Create
- Creates a BMC ITSM9 Infrastructure Change record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the specified Change Template and data parameters provided.
- BMC ITSM9 Incident Create
- Creates an Incident record.
- BMC ITSM9 Incident Templated_Create
- Creates an Incident record.
- BMC ITSM9 Person Create
- Create an entry in the People Form
- BMC ITSM9 Person Retrieve
- Retrieves a single ITSM v9.x CTM People entry related to the Remedy Login specified.
- BMC ITSM9 Person Update
- Updates an entry in the People form based on the Remedy Login ID. Use the key word nil to clear a value.
- BMC ITSM9 Support Group Membership Add
- Adds the individual to support group.
- BMC ITSM9 Support Group Member Functional Role Add
- Adds the individual to support group.
- BMC ITSM9 Support Group Membership Remove
- Removes the individual from the support group.
- BMC ITSM9 Work Order Create Detail
- Creates a BMC ITSM9 SRM Work Order record that contains the Id of the triggering Kinetic Request submission and the task instance deferral token using the parameters provided.
- BMC People Work Info Create
- Create an entry in the People Worklog Form
- BMC SRM Templated Work Order Create
- Creates a BMC ITSM7 Work Order record based on a given a Work Order Template.
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