BMC ITSM7 Work Order Work Info Create
Version 2
Creates Work Info entries related to a Work Order. The relationship is established by placing the Work Order ID in the 'Work Order 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.
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 'Work Order Entry ID' field to the result of a lookup to the WOI:WorkOrder form. The lookup is done using the work order 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 Question Menu Label 1"
- 'z2AF Work Log02' => "Attachment Question Menu Label 2"
- 'z2AF Work Log03' => "Attachment Question Menu Label 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:
- 'Work Order ID' => "Work Order 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 |
| Work Order ID: |
The work order id number of the work order to associate the Work Order Work Info entry with. |
| Include Review Request: |
Option to prepend the review request URL to the Notes of the Work Order Work Info entry. |
| Include Question Answers: |
Option to append the question answer pairs to the Notes of the Work Order Work Info entry. |
| Work Info Summary: |
Sets the Summary of the Work Order Work Info entry. |
| Work Info Notes: |
Sets the Notes of the Work Order Work Info entry. |
| Work Info Submit Date: |
Sets the Date of the Work Order Work Info entry. |
| Attachment Question Menu Label 1: |
The menu label of an attachment question to retrieve an attachment from. |
| Attachment Question Menu Label 2: |
The menu label of an attachment question to retrieve an attachment from. |
| Attachment Question Menu Label 3: |
The menu label of an attachment question to retrieve an attachment from. |
| Submitter: |
Sets the Submitter of the Work Order Work Info entry. |
| Locked: |
Sets the Work Order Work Info entry Locked status. |
| View Access: |
Sets the Work Order Work Info entry to Public or Internal. |
| Work Info Source: |
Sets the Work Order Work Info Communication Source value. Options include to Email, Fax, Phone, Voice Mail, Walk In, Pager, System Assignment, Web, and Other. |
| Work Info Type: |
Sets the Work Order Work Info Type value. Many options exist for this field. The most commonly used is 'General Information' |
| Source Instance ID: |
The instance id of the submission you want data returned from. Typically the originating service item in a parent/child scenario. |
| Source Survey Template ID: |
The instance id of the survey template you want data returned from. |
| Default Web Server: |
Instance ID of the submission that should be used to retrieve answers. |
Sample Configuration
| Name |
Description |
| Work Order ID: |
|
| Include Review Request: |
|
| Include Question Answers: |
|
| Work Info Summary: |
|
| Work Info Notes: |
|
| Work Info Submit Date: |
|
| Attachment Question Menu Label 1: |
|
| Attachment Question Menu Label 2: |
|
| Attachment Question Menu Label 3: |
|
| Submitter: |
|
| Locked: |
|
| View Access: |
|
| Work Info Source: |
|
| Work Info Type: |
|
| Source Instance ID: |
|
| Source Survey Template ID: |
|
| Default Web Server: |
|
Results
| Name |
Description |
| Entry Id |
The Request Id of the generated Work Order Work Info entry. |
Changelog
BMCITSM7WorkOrderWorkInfoCreate_V2 (2014-02-01)
- 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.
BMCITSM7WorkOrderWorkInfoCreate_V1 (2012-10-25)
- Initial version. See README for details.
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 Retrieve by Role
- Retrieves a list of approvers for the role provided.
- BMC ITSM7 Change 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 parameters 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 Work Info Create CE
- Creates a BMC ITSM7 Incident (Help Desk) Work Info record based upon the parameters provided. Meant for use with Request CE.
- 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 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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