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BMC Remedy IT Service Management 7.6.03 Integrations
September 2010
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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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