BMC Remedy IT Service Management 7.6.03 Integrations · Preface 7 Preface This paper is for people who administer any of the BMC Remedy IT Service Management 7.6.03 (BMC Remedy ITSM

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BMC Remedy IT Service Management 7.6.03 Integrations

September 2010

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Contents

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36KnownError_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36KnownError_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39KnownError_Query_Service and KnownError_QueryList_Service Functions . 41

Solution Database records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Solution_Submit_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Solution_Modify_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Solution_AddKeyword_Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Solution_Query_Service and Solution_QueryList_Service Functions. . . . . . . . . . 47

Contents 5

Chapter 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

6 BMC 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 BMC’s Task Management System module is also included.

Preface 7


The 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.

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

Web services client—Moves information in and retrieves information from ITSM applications.

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

LDAP Integration—Imports existing user names so you can grant permission to access applications.

Vendor and View Forms—Retrieves and displays data from external data sources in ITSM applications.

XML Import and Export—Using 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 integrations—For example: Excel integration based on BMC Remedy AR System that imports user names into the ITSM foundation’s 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.

Using 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.


Associating entries with configuration items

Using 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.

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

Lookup Keyword—The 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 Name—The 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:ComputerSystem

Preface 9


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

ServiceCI—The 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.

Work 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.

Creating 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 User’s Guide.

Mapping 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.


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_Service

Preface 11


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

Submit 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 service


Sample Code

Modify 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.

Query functionsThe query functions are web service-specific operations.

When using web service functions, you must specify the ticket number on which to query (<module>_Query_Service), or a valid AR System qualification—if you query from a list of entries (<module>_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.

Sample 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 Guide

Preface 13



Chapter

1
Incident Management
You 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_Service—creates and submits incident tickets with work information and CI associations

HelpDesk_Modify_Service—modifies incident tickets with work information

HelpDesk_Query_Service/ HelpDesk_QueryList_Service—allows searches for specific incident tickets (using the query service) or a set of incident tickets (using the query list service)



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 Assigned


HelpDesk_Submit_Service

Assignee 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 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


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 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


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)




Direct 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.





The 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.


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





Middle 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 is—Country Code

Area Business Label is—Area Code

Local Business Label is—Local 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)




Direct 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)




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





HelpDesk_Modify_Service








Closure_Product_Category_Tier1





Closure Product Name Closure_Product_Name

Closure Model/Version Closure_Product_Model_Version

Closure Manufacturer Closure_Manufacturer

Resolution Resolution

Resolution Category Resolution_Category



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.


Table 1-4: Input fields (Continued)


Notes










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)


Notes


HelpDesk_Query_Service and HelpDesk_QueryList_Service Functions

HelpDesk_Query_Service and HelpDesk_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

Department



Site

Country

Region

City

Site Group

Assigned_Support_Company

Assigned_Support_Organization

Assigned_Support_Shift_Name

Assigned_Group

Assignee

Product_Categorization_Tier_1



Product_Name

Product_Model_Version

Manufacturer

Categorization_Tier_1






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)



Chapter

2
Problem Management
This 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.

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

When using web services, you can query one, or a set of records from each 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_Service

Solution_AddKeyword_Service

Solution_Query_Service and Solution_QueryList_Service



NOTE 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)

Problem 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.

Problem_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


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 Summary



The 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



Detailed Description Notes

Investigation Justification Investigation_Justification







Temporary Workaround Workaround

Generic Categorization Tier 1 Generic_Categorization_Tier_1


Categorization Tier 2 Categorizaton_Tier_2


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





Assigned Support Company Problem_Manager_Support_Company


Problem_Manager_Support_Organization

Assigned Group Problem_Manager_Assigned_Group


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




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





The following table lists the fields set by workflow.



PBM_CI_ReconID PBM_CI_ReconID

Table 2-4: Fields set by workflow


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





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)


Table 2-5: Input field values



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 Model/Version






Generic Categorization Tier 1

Generic_Categorization_Tier_1

Temporary Workaround

Temporary_Workaround



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_View_Access Work_Info_View_Access

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



PBM_CI PBM_CI

Table 2-5: Input field values (Continued)



Field value Notes



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.






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.



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

Region



Site_Group

Site

Organization

PBM_Location_Address



Assigned_Group

Assignee

Support_Group_Name_Requester

Support_Organization_Requester




Product_Name


Manufacturer




Ceneric_Categorization_Tier_1


Target_Date



PBM_CI

PBM_CI_ReconID

PBM_CI_FormName



Problem_Coordinator_Assigned_Group

Problem_Coordinator





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.

KnownError_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



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


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

Support Company Pblm Mgr



Known Error records

The following table lists optional input field values.

Support Organization Pblm Mgr


Target Resolution Date

Target_Date


DB field on interface form Displayed on web services

Notes

Company Company

Searchable

Category Category











Temporary Workaround Temporary_Workaround


Assigned Support Company Assigned_Support_Company



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





The following table lists fields set through workflow.

Assigned Group Assigned_Group

Assignee Assignee




z1D_View_Access Work_Info_View_Access



Z1D_ActivityDate_tab

Work_Info_Date Optional for creating work information








Notes

Known Error ID

Priority

Priority Weight

PBM_CI Set from PBM_CI_ReconID value

z1D_CI_FormName Set from PBM_CI_ReconID value



Notes


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


Field value Notes


Known Error ID Known_Error_ID

Know Error Status Known_Error_Status


Description Summary


Impact Impact

Urgency Urgency


Searchable Searchable

Category Category

Company Company

Product CategorizationTier 1


Product CategorizationTier 2













Temporary Workaround Temporary_Workaround






Assignee Assignee

z1D_WorklogDetails

Work_Info_Summary

Required 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





Field value Notes


Known Error records

KnownError_Query_Service and KnownError_QueryList_Service Functions

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.


PBM_CI PBM_CI





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.



Known_Error_ID Returned only in the KnownError_QueryList_Service operation

Summary

Notes

Known_Error_Status

Status_Reason

Impact

Urgency

Priority

Priority_Weight

Searchable

Category



View_Access

Company




Product_Name


Manufacturer




Generic_Categorization_Tier_1


Resolution



Assigned_Group

Assignee

Support_Company_Pblm_Mgr

Support_Organization_Pblm_Mgr

Target_Date



PBM_CI

PBM_CI_ReconID

PBM_CI_FormName




Problem_Coordinator




Solution Database records

Solution 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.

Solution_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.




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


Company Company

Contact Company Contact_Company





Solution_Type Solution_Type


Organization Organization

Department Department



Site Group Site_Group

Site Site

Region Region

















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_Solution_Activity_Type

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


z1D_Communication_Source








This table lists the fields set by workflow.

Solution_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


Solution Database ID

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



Notes


Solution_Database_ID This is a search qualification.

Solution Status Solution_Status


Solution Description Solution_Summary

Abstract Abstract

Solution Solution



Solution_Type Solution_Type

Company Company




Region Region


Site Site
















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_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




Notes



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.

Solution_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.





Notes




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



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.



This table lists the output values.Table 2-20: Output values


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_Name


Manufacturer






Assigned_Group

Assignee


Chapter

3
Change Management
You 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_Service—submits change requests with work information and associates the change with an existing CI

Change_Modify_Service—modifies change requests with work information

Change_Query_Service/Change_QueryList_Service—searches 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:

Relate the release with an existing CI entry.

Create a work information entry.

Use an existing release template.

You can also manage Manifest Relationships using the ReleaseManifestInterface form, which enables you to create, update, and remove these associations.



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

Release_Submit_Service—submits release requests

Modify and query release operations

Create Manifest—creates Manifest Associations

UpdateManifest—updates Manifest Associations

RemoveManifest—removes Manifest Associations

Create—creates Release Relationship

Change_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



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


Last Name Last_Name


Change_Submit_Service

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



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 Name (2) Product_Name

Product Model/Version (2)


Manufacturer (2) Manufacturer




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


Support Group Name Chg_Manager_Support_Group


CAB Manager (Change Co-ord)

Change_Manager Used for assignment on the CHG:Infrastructure Change form

ChgImpCpy Chg_Implementer_Support_Company




ChgImpOrg Chg_Implementer_Support_Organization


ChgImpGrp Chg_Implementer_Support_Group


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

ASCPY Chg_Assignee_Support_Company


ASORG Chg_Assignee_Support_Organization


ASGRP Chg_Assignee_Support_Group


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.



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




Notes


Change_Submit_Service

This table lists the fields set through workflow.

View Access Work_Info_View_Access






Phone Number Req_by_Phone_Number

Organization Req_By_Organization

Department Req_By_Department

Support Group Name2 Req_By_Group



Infrastructure Change ID

Priority

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

Submitter Set to $USER$




Notes



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.





Infrastructure Change ID

Infrastructure_Change_ID Used as the qualification to search against the main form

Change Type Change_Type

Description Summary


Change Request Status Change_Request_Status

Status Reason Status_Reason

Impact Impact

Urgency Urgency

Priority Priority


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



Change_Modify_Service


Support Organization2 Req_By_Support_Organization

Support Group Name2 Req_By_Support_Group

Location Company Location_Company

Region Region


Site Site

Chg Location Address Chg_Location_Address

Product Cat Tier 1(2) Product_Cat_Tier_1



Product Model/Version(2)


Product Name(2) Product_Name

Manufacturer(2) Manufacturer




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






ChgImp 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_Details Work_Info_Details Optional for creating work information







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





Change_Query_Service and Change_QueryList_Service Functions

Change_Query_Service and Change_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.



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.



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_Name



Customer_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


Manufacturer




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




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.


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





Field value

Notes

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

Description Description


Impact Impact

Last Name Last_Name

Location Company

Location_Company

Release Status Release_Status


Urgency Urgency

Company Company The Requester’s Support Company

Business Justification

Business_Justification

Target Date Target_Date



While 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 Manager’s full name into the Release_Manager_LoginID field.

Modify 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


Displayed on web services Field value

Notes

ReleaseID ReleaseID

First Name FirstName

Last Name LastName

Location Company LocationCompany

Impact Impact

Urgency Urgency


Release Status ReleaseStatus

Company RequesterSupportCompany


Modify and query release operations

The 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



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 Request

Request Type01 RelatedItemType Configuration Item

Request Description01

Description CI name that relates to the Release Request

Association Type01

RelationshipType Related to

Form Name02 FormName02 RMS:Release

Request ID02 ReleaseID Release ID for relationships



Field value

Notes

Work Log Type WorkInfoType

Description WorkInfoSummary

Secure Work Log WorkInfoSecureLog

Communication Source

WorkInfoCommSource



Create ManifestTo create Manifest Associations, use either web services or use the RMS:ReleaseManifestInterface form.

NOTE The Release Record must exist before manifest associations can be added and Change Records should also already exist.

The following table describes the values that are required to create Release Manifest Associations using the RMS:ReleaseManifestInterface form.

Table 3-11: Required input field values for creating Release Manifest Associations



Field value Notes

z1D Action z1D_Action CREATE Keyword triggers workflow that initiates the create operation

Submitter Submitter

Status Status Enabled

Short Description Short_Description

Form Name01 Form_Name01 CHG:Infrastructure Change

Form Name02 Form_Name02 RMS:Release

Request ID01 Request_ID01 Change Request ID

Request ID02 Request_ID02 Release Request ID

Association Type01

Association_Type01 Consists of

Request Type01 Request_Type01 Infrastructure Change


UpdateManifest

UpdateManifestTo update Manifest Associations with milestone and phase information, use either web services or use the RMS:ReleaseManifestInterface form.

The following table describes the values that are required to update Release Manifest Associations using the RMS:ReleaseManifestInterface form.

Table 3-12: Required input field values for updating Release Manifest Association

RemoveManifestTo remove Manifest Associations, use either web services or use the RMS:ReleaseManifestInterface form.

The following table describes the values that are required to remove a Release Manifest Associations using the RMS:ReleaseManifestInterface form.(Continued)



Field value Notes

z1D Action z1D_Action MODIFY Keyword triggers workflow that initiates the modify operation

Milestone Milestone






Request_Description01


Table 3-13: Required input field values for removing Release Manifest Association



Field value Notes

z1D Action z1D_Action DELETE Keyword triggers workflow that initiates the delete operation

Milestone Milestone





Create (release relationships)To create a Release Relationship, use either web services or use the RMS:RelationshipsInterface_Create form.

The following table describes the values required to create a Release Relationship using the RMS:RelationshipsInterface_Create form.





Request_Description01


Table 3-13: Required input field values for removing Release Manifest Association



Field value Notes



Field value Notes

Status Status Active

ReleaseID ReleaseID Release ID used to relate the relationships

Form Name01 Form_Name01 CI form name that relates with a Release Request


ID01 ID01 Reconciliation ID for the CI that relates with the Release Request

ID02 ID02 Release ID used to relate relationships


Request_Description01 CI name that relates with a Release Request

Association Type Assocation_Type Related to

Request Type01 Request_Type01 Configuration Item


Chapter

4
Asset Management
In BMC Remedy Asset Management, you can use web services to query and update purchase requisitions, purchase line items, purchase work information records, purchase orders, and purchase returns. For information about the Purchasing system, see the BMC Remedy Asset Management 7.6.03 User Guide.

The following is a list of the interface forms available for BMC Remedy Asset Management. These interface forms are described as used by web services in the sections that follow.

AST:PurchaseRequisitionInterface_Create - creates a purchase requisition and related work information record

AST:PurchaseLineItemInterface_Create - creates a purchase line item and related work information recordA purchase order can be created depending on the input status.

AST:WorkInfoInterface_Create - creates a work information record for either purchase requisition or purchase line item

AST:PurchaseRequisitionInterface - queries and modifies a purchase requisition

AST:PurchaseOrderInterface - queries and modifies a purchase order

AST:PurchaseLineItemInterface - queries and modifies a purchase line item

The interface create forms can have the following sectional headers under which fields are grouped. Some fields shown on the interface forms are not mapped in the web services because they are either set by workflow or system-generated. Fields where values are input are described in the web service mapping tables.

Required Input Field Values - fields where a value must be input

Conditional Required Input Field Values - fields that may require a value depending on other fields which are input

Optional Input Field Values - fields where a value can optionally be input

Fields Set through Workflow - fields that are set by workflow, and therefore do not require any input value

Fields Set through Workflow or Input Values - fields that can be set by workflow but also support the option of inputting a value



Change Management Integration fields - field that can be used if Change Management is installed

PO Creation Field Values - fields that can be input if creating a Purchase Order

Reference Numbers Generated - fields that are generated as a result of the create operation

More operations are available via web services. The following is a list of the web services available for BMC Remedy Asset Management. These web services are described in the sections that follow.

AST_PurchaseRequisitionInterface_Create_WS - supports the creation of parent purchase requisitions and child purchase line itemsIt also supports the creation of a work information record for parent and child items. A purchase order can be created depending on the status of the purchase requisition and purchase line items.

AST_PurchaseRequisition_QueryModify_WS - queries and modifies purchase requisitions and its work information records and purchase line items

AST_PurchaseOrder_QueryModify_WS - queries and modifies purchase orders and its purchase line items

AST_PurchaseLineItem_QueryModify_WS - queries and modifies purchase line items and its work information records and return records

AST_WorkInfoInterface_Create - supports the creation of work information records for either a purchase requisition or purchase line item

NOTE Note: The following existing web services will be phased out as the functionality becomes available in the above new web services.

AST_PurchaseOrder_WS - updates and queries both purchase orders with the date included and purchase order line items

AST_PurchaseOrder_WS_noDate - updates and queries both purchase orders without the date and purchase order line items

AST_PurchaseOrderInterface_WS - updates and queries purchase orders with the date, but without purchase order line items


AST_PurchaseRequisitionInterface_Create_WS

AST_PurchaseRequisitionInterface_Create_WSThe purchase requisition create web service is a complex web service based on the PurchaseRequisitionCreate.xsd file, which is also provided. This web service contains one operation as described below.

Create_PurchaseRequisitionThis operation lets you create parent purchase requisitions and child purchase line items. It also creates a work information record for parent and child items if input values are supplied.

NOTE It is recommended that you provide all the purchase line items while using the Create_PurchaseRequisition operation, if you are creating a purchase requisition with a status higher than “In Preparation.”

The following lists input values for the parent level of the Create_PurchaseRequisition operation and maps to the AST:PurchaseRequisitionInterface_Create form. Table 4-1: Input field values


zID_Action Action Required field"CREATE" is the only keyword supported and must be in upper case.

Status Status Required fieldAccepted status values: In Preparation, On Order, Partially Received, Received, Closed, and Cancelled.

Date Required DateRequired Required field

Description Description Required field

Justification Justification Required field

For_Company RequestedForCompany Required field

Requested_For_PersonID RequestedForPersonID Required if RequestedForFullName is not provided.

For_Full Name RequestedForFullName Required if RequestedForPersonID is not provided.

Login Name RequestedForLoginName

For_Phone RequestedForPhoneNumber

For_Department RequestedForDepartment



Manager Name ManagerFullName By default this is the manager of the Requested For person, and is used as the first approver by the provided process. If the status is In Preparation. then a value is recommended. A Full Name other than the actual manager can be supplied.

Manager Login Name ManagerLoginName Login identifier of the value supplied for Manager Name.

By_Company RequestedByCompany Required field

Requested_By_PersonID RequestedByPersonID Required if RequestedByFullName is not provided.

By_Full Name RequestedByFullName Required if RequestedByPersonID is not provided.

Requester Login Name RequestedByLoginName

By_Phone RequestedByPhoneNumber

By_Department RequestedByDepartment

Shipping Instructions ShippingInstructions

PRNumber PRNumber Available for storing external procurement system reference number.

DataTags DataTags Hidden field that can store a tag identifier.

Install Needed InstallNeeded Supported values are "Yes" or "No".

Cost Center CostCenter

Accounting Code AccountingCode

Project Number ProjectNumber

Budget Code BudgetCode

z1D_Activity_Type WorkInfoType Required if creating a work information record.

z1D_ActivityDate_tab WorkInfoDate Required if creating a work information record.

z1D_Communication Source

WorkInfoSource Required if creating a work information record.

z1D_Summary WorkInfoSummary Required if creating a work information record.





z1D_Details WorkInfoNotes Required if creating a work information record.

z1D_Secure_Log WorkInfoLocked Required if creating a work information record.

z1D_View Access WorkInfoViewAccess Required if creating a work information record. Supported values are "Internal" or "External."

z2AF_Act_Attachment_1/attachmentName

WorkInfoAttachment1Name Optional if creating a work information record.

z2AF_Act_Attachment_1/attachmentData

WorkInfoAttachment1Data Optional if creating a work information record.

z2AF_Act_Attachment_1/attachmentOrigSize

WorkInfoAttachment1OrigSize Optional if creating a work information record.













BillToAddr_Street BillToStreet Bill To fields are required and will be set based on Requested For.

BillToAddr_City Name+ BillToCity

BillToAddr_State Prov+ BillToStateProv

BillToAddr_Postal Code+ BillToPostalCode

BillToAddr_Country+ BillToCountry

ShipToAddr_Street ShipToStreet Ship To fields are required and will be set based on Requested For.

ShipToAddr_City Name+ ShipToCity

ShipToAddr_State Prov+ ShipToStateProv

ShipToAddr_Postal Code+

ShipToPostalCode

ShipToAddr_Country+ ShipToCountry





The following lists input values for the child level of the Create_PurchaseRequisition operation and maps to the AST:PurchaseLineItemInterface_Create form.

Assigned Support Company

SupportCompany Assigned field values can be automatically set by workflow if a Group Assignment General event is defined.


SupportOrganization

Assigned Group AssignedGroup

Assignee Assignee

TemplateInstanceID ChangeTemplateInstanceID Integration available if Change Management is installed. Specify the CHG Template ID (FieldID 179) which can be found in the CHG:Template form. If value is supplied then Installed Needed should be set to Yes.



Notes

zID_Action Action Required field"CREATE" is the only keyword supported and must be in upper case.

Part Number PartNumber Required field

Short Description Description Required field

Status Status Required fieldAccepted status values: In Preparation, On Order, Partially Received, Received, and Cancelled.

Asset Class ID AssetClassID Required field in the format of CI Keyword, for example BMC_COMPUTERSYSTEM.

Unit of Measure UnitOfMeasure

Required Qty* RequiredQty Required field

Total Received Qty TotalReceivedQty Required if auto receive is set to yes and CI Type is Software Class or if Status is Received.





Unit Price/currencyValue UnitPriceAmount If a value is provided, must provide the currency code. If Unit Price is 0 and if the order status is "In Preparation", then the Status of PLI will switch to Pending Pricing.

Unit Price/currencyCode UnitPriceCurrencyCode

Must provide a currency value if currency code is provided.

Estimated Price/currencyValue

EstimatedPriceAmount If a value is provided, must provide the currency code.

Estimated Price/currencyCode

EstimatedPriceCurrencyCode


Actual Price/currencyValue ActualPriceAmount If a value is provided, must provide the currency code.

Actual Price/currencyCode ActualPriceCurrencyCode


Taxable Taxable Set to "Yes" if Tax Amount is supplied.

Tax Amount/currencyValue TaxAmount If a value is provided, must provide the currency code.

Tax Amount/currencyCode TaxCurrencyCode Must provide a currency value if currency code is provided.

Tax Rate TaxRate If Taxable = "Yes", must provide rate.

Shipping & Handling/currencyValue

ShippingAndHandlingAmount

If a value is provided, must provide the currency code.

Shipping & Handling/currencyCode

ShippingAndHandlingCurrencyCode


Product Categorization Tier 1 ProductTier1 Required if CI Type is Software Class.



Model ProductName Required if CI Type is Software Class.

Version Number ModelVersion

MarketVersion MarketVersion Required if CI Type is Software Class.



Notes



Manufacture Name+ Manufacturer Required if CI Type is Software Class.

Supplier Name+ SupplierName Required for most Status values. If Supplier is not filled in while In Preparation then the Status will switch to Pending Pricing.

Date Required DateRequired Required field

Date Ordered DateOrdered Required if Status is On Order or greater.

Estimated Receiving Date DateToReceive

LicenseCertificateType CertificatePurchaseType Required if Software Contract ID is used

Software Contract ID SoftwareContractID Either SoftwareContractID or Certificate ID is required if CI Type is Software Class.

LicenseTypeGUID LicenseType Required if Software Contract ID is used. Need to provide the license type GUID. In order to get this, user must go to the interface form and use the drop down box to select the type. The GUID will be displayed when type is selected.

zID_CertificateID CertificateID Either SoftwareContractID or Certificate ID is required if CI Type is Software Class. If the CertificateID is specified, it must be a valid Certificate ID and should not be related to another purchase line item.

PRNumber PRNumber Available for storing external procurement system reference number.

PO Number PONumber Available for storing external purchase order reference number.

Quote Number QuoteNumber

QuoteDesc QuoteInfo

Data Tags Data Tags Hidden field that can store a tag identifier.

Cost Center CostCenter Required if Software Contract ID is used.




Notes





Attachment1/attachmentName

PLIAttachment1Name

Attachment1/attachmentData PLIAttachment1Data

Attachment1/attachmentOrigSize

PLIAttachment1OrigSize

Notes to Purchasing NotesToPurchasing

Notes to Supplier NotesToSupplier

Notes EnterNotes

zID_Activity_Type WorkInfoType Required if creating a work information record.

zID_ActivityDate_Tab WorkInfoDate Required if creating a work information record.

zID_CommunicationSource WorkInfoSource Required if creating a work information record.

zID_Summary WorkInfoSummary Required if creating a work information record.

zID_Detailes WorkInfoNotes Required if creating a work information record.


WorkInfoAttachment1Name

Optional if creating a work information record.


WorkInfoAttachment1Data



WorkInfoAttachment1OrigSize
















Optional if creating a work information record..




zID_Secure_Log WorkInfoLocked Required if creating a work information record.



Notes



The following lists output values for the parent level of the Create_PurchaseRequisition operation from the AST:PurchaseRequisitionInterface_Create form.

The following lists output values for the child level of the Create_PurchaseRequisition operation from the AST:PurchaseLineItemInterface_Create form.

zID_View_Access WorkInfoViewAccess Required if creating a work information record. Supported values are "Internal" or "External."

Buyer Name BuyerName Will be stored in the Purchase Order if one is generated.

OrderConfirmationTypeCode ConfirmationCode Will be stored in the Purchase Order if one is generated.

Payment Terms PaymentTerms Will be stored in the Purchase Order if one is generated.

Freight Terms FreightTerms Will be stored in the Purchase Order if one is generated.

Ship Via ShipVia Will be stored in the Purchase Order if one is generated.

Shipping Options ShippingOptions Will be stored in the Purchase Order if one is generated.

Table 4-3: Output field values


instanceId InstanceID Unique identifier generated for each purchase requisition.

Requisition ID RequisitionID Unique visible Requisition ID system generated.



instanceId InstanceID Unique identifier generated for each line item.



Notes


AST_PurchaseRequisition_QueryModify_WS

AST_PurchaseRequisition_QueryModify_WS This is a complex web service based on the PurchaseRequisitionQueryModify.xsd file, which is provided with the application. This web service supports two operations, query and modify, as explained below.

Query_PurchaseRequisitionThis operation supports a qualification to query for parent requisitions. It will also return related children purchase line items and work information records for each purchase requisition found, based on the qualification entered. Depending on how general the qualification is, startRecord and maxLimit can be used to determine how many records should be shown at a time.

The following lists input values for the parent the Query_PurchaseRequisition operation against AST:PurchaseRequisitionInterface form.

AST:PurchaseRequisitionInterface (Query)The following lists output values for the parent level of the Query_PurchaseRequisition operation and maps to the AST:PurchaseRequisitionInterface form.



Qualification AR System qualification required.

startRecord

maxLimit



instanceId InstanceID Returns unique instance ID of the purchase requisition.

Requisition ID RequisitionID Returns unique visible Requisition ID.

Status Status

Date Required DateRequired


Justification Justification

For_Company RequestedForCompany

For_Full Name RequestedForFullName



Manager Name ManagerFullName



Manager Login Name ManagerLoginName

By_Company RequestedByCompany

Requested_By_PersonID RequestedByPersonID

By_Full Name RequestedByFullName





PRNumber PRNumber

DataTags DataTags

Install Needed InstallNeeded





BillToAddr_Street BillToStreet





ShipToAddr_Street ShipToStreet



ShipToAddr_Postal Code+ ShipToPostalCode


Assigned Support Company SupportCompany


SupportOrganization


Assignee Assignee

Change Template ChangeTemplateName

TemplateInstanceID ChangeTemplateInstanceID

Table 4-6: Output field values (Continued)




The following lists output values for the child level of the Query_PurchaseRequisition operation and maps to the AST:PurchaseRequisitionWorkLog form. Table 4-7: Output field values


InstanceId WorkInfoInstanceId The unique Instance ID for the work information record.

PR Instance ID SourceInstanceID This is the foreign key, purchase requisition Instance ID, which the work information record is linked to.


Work Log Date WorkInfoDate

Communication Source WorkInfoSource


Detailed Description WorkInfoNotes

Secure Work log WorkInfoLocked

View Access WorkInfoViewAccess

z2AF Work Log01/attachmentName


z2AF Work Log01/attachmentData


z2AF Work Log01/attachmentOrigSize
















The following lists output values for the child level of the Update_Requisition operation and maps to the AST:PurchaseLineItem form. Table 4-8: Output field values


instanceId InstanceID Returns unique identifier, purchase line item Instance ID.

Part Number PartNumber


Status Status

Asset Class CIType


Required Qty* RequiredQty

Total Received Qty TotalReceivedQty

Unit Price/currencyValue UnitPriceAmount



EstimatedPriceAmount



Actual Price/currencyValue ActualPriceAmount


Taxable Taxable

Tax Amount/currencyValue TaxAmount

Tax Amount/currencyCode TaxCurrencyCode





Product Categorization Tier 1 ProductTier1



Model ProductName


MarketVersion MarketVersion

Manufacture Name+ Manufacturer

Supplier Name+ SupplierName

Requisition ID RequisitionID

Order ID OrderID


QuoteDesc QuoteInfo

PRNumber PRNumber



Update_PurchaseRequisitionThis operation supports the update of an existing parent purchase requisition, and updates to related children purchase line items and work information records. The qualification entered determines which purchase requisitions are updated, only child records related to the parent can be updated. In addition children purchase line items and work information records can also be created.

The following lists input values for the parent level of the Update_PurchaseRequisition operation and maps to the AST:PurchaseRequisitionInterface form.

PO Number PONumber

Data Tags Data Tags


Date Ordered DateOrdered




LicenseCertificateType CertificatePurchaseType

Software Contract ID SoftwareContractID

zID_LicenseType LicenseType

zID_CertificateID CertificateID






PLIAttachment1Name

Attachment1/attachmentData

PLIAttachment1Data



Audit Trail ReadNotes





Qualification AR System qualification required and is based on AST:PurchaseRequisitionInterface fields.

instanceId InstanceID




Status Status



Justification Justification

For_Company RequestedForCompany

Requested_For_PersonID RequestedForPersonID

For_Full Name RequestedForFullName

Login Name RequestedForLoginName



Manager Name ManagerFullName

Manager Login Name ManagerLoginName

By_Company RequestedByCompany

Requested_By_PersonID RequestedByPersonID

By_Full Name RequestedByFullName





PRNumber PRNumber

DataTags DataTags

Install Needed InstallNeeded













ShipToAddr_Postal Code+

ShipToPostalCode


Assigned Support Company

SupportCompany





The following lists input values for the child level of the Update _PurchaseRequisition operation and maps to the AST:PurchaseRequisitionWorkLog form.


SupportOrganization


Assignee Assignee

TemplateInstanceID ChangeTemplateInstanceID


DB field on form Displayed on web services

Notes

InstanceId WorkInfoInstanceId Provides the work information Instance ID to be updated. If a new Instance ID is provided (one that is not in the database), a new work information record will be created.

PR Instance ID SourceInstanceID This is the foreign key, purchase requisition Instance ID, which the work information is linked to, and required if creating a new work information record.

Work Log Type WorkInfoType Required if creating a work information record. Supported values are: Detailed Clarification, Purchase Requisition Task, General Information, Email System,and Paging System.

Work Log Date WorkInfoDate Required if creating a work information record.

Communication Source WorkInfoSource Required if creating a work information record. Supported values are: Email, Fax, Phone, Voice Mail, Walk In, Pager, System Assignment, Web, and Other.

Description WorkInfoSummary Required if creating a work information record.

Detailed Description WorkInfoNotes Optional if creating a work information record.

Secure Work log WorkInfoLocked Required if creating a work information record. Supported values are "Yes" or "No."





The following lists input values for the child level of the Update_PurchaseRequisition operation and maps to the AST:PurchaseLineItem form.

View Access WorkInfoViewAccess Required if creating a work information record. Supported values are "Internal" or "Public.”





























DB field on form Displayed on web services Notes

instanceId InstanceID Provide the purchase line item Instance ID to be updated. If a new Instance ID is provided, a purchase line item will be created.

Part Number PartNumber Required if creating a new purchase line item.

Description Description Required if creating a new purchase line item.

Status Status Required if creating a new purchase line item.

Asset Class ID AssetClassID Required if creating a new purchase line item in the format of CI Keyword. For example, BMC_COMPUTERSYSTEM.


DB field on form Displayed on web services

Notes



Asset Class AssetClass Required if creating a new purchase line item in the format of Proper Name of CI.

RequestedFor_Company RequestedForCompany Required if creating a new purchase line item.

Unit of Measure UnitOfMeasure Required if creating a new purchase line item.

Required Qty* RequiredQty Required if creating a new purchase line item.

Received Qty ReceivedQty

Unit Price/currencyValue UnitPriceAmount If a value is provided, must provide the currency code.

Unit Price/currencyCode UnitPriceCurrencyCode Must provide a currency value if currency code is provided.


EstimatedPriceAmount If a value is provided, must provide the currency code.




Actual Price/currencyValue ActualPriceAmount If a value is provided, must provide the currency code.



Taxable Taxable Supported values are "Yes" or "No".

Tax Amount/currencyValue TaxAmount If a value is provided, must provide the currency code.

Tax Amount/currencyCode TaxCurrencyCode Must provide a currency value if currency code is provided.

Tax Rate TaxRate If Taxable = "Yes", must provide rate.



If a value is provided, must provide the currency code.




Product Categorization Tier 1 ProductTier1 Required if creating a new purchase line item, and CI Type is Software Class.







Model ProductName Required if creating a new purchase line item, and CI Type is Software Class.


MarketVersion MarketVersion Required if creating a new purchase line item, and CI Type is Software Class.

Manufacture Name+ Manufacturer Required if creating a new purchase line item, and CI Type is Software Class.

Supplier Name+ SupplierName Required if creating a new purchase line item.

Date Required DateRequired Required if creating a new purchase line item.

Date Ordered DateOrdered Required if creating a new purchase line item, CI Type is Software Class, and Auto receive is set to "Yes" or if Status is On Order or higher.


LicenseCertificateType CertificatePurchaseType Required if creating a new purchase line item, and Software Contract ID is provided.

Software Contract ID SoftwareContractID Either SoftwareContractID or Certificate ID is required if creating a new line, and CI Type is Software Class.

zID_LicenseType LicenseType Required if Software Contract ID is provided. Need to provide the license type GUID. In order to get this, user must go to the interface form and use the drop down box to select the type. The GUID will be displayed when type is selected. This value is the value used.





The following lists output values for the parent level of the Update_PurchaseRequisition operation from the AST:PurchaseRequisitionInterface form.

zID_CertificateID CertificateID Either SoftwareContractID or Certificate ID is required if CI Type is Software Class. If the CertificateID is specified, it must be a valid Certificate ID and should not be related to another purchase line item.

PRNumber PRNumber

PO Number PO]Number


QuoteDesc QuoteInfo

Data Tags Data Tags

Cost Center CostCenter Required if creating a new purchase line item, and Software Contract ID is provided.





PLIAttachment1Name


PLIAttachment1Data







InstanceId InstanceID Unique identifier for each updated purchase requisition.

Requisition ID RequisitionID Unique visible Requisition ID for each updated purchase requisition.





The following lists output values for the child level of the Update_PurchaseRequisition operation from the AST:PurchaseRequisitionWorkLog form.

The following lists output values for the child level of the Update_PurchaseRequisition operation from the AST:PurchaseLineItem form.

AST_PurchaseOrder_QueryModify_WS This is a complex web service based on the PurchaseOrderQueryModify.xsd file, which is provided with the application. This web service contains two operations that are described below.

Query_PurchaseOrderThis operation supports a qualification to query for purchase orders. It will also return related children purchase line items for each purchase order found, based on the qualification entered. Depending on how general the qualification is, startRecord and maxLimit can be used to determine how many records should be shown at a time.

The following lists input values for the Query_PurchaseOrder operation against the parent AST:PurchaseOrderInterface form.



InstanceId InstanceID Unique identifier for each updated or added work information record.



InstanceId InstanceID Unique identifier for each updated or added purchase line item.



Qualification AR System qualification required and is based on AST:PurchaseOrderInterface fields.

startRecord

maxLimit


AST_PurchaseOrder_QueryModify_WS

The following lists output values for the parent level of the Query_PurchaseOrder operation and maps to the AST:PurchaseOrderInterface form. Table 4-16: Output field values


Order ID OrderID Returns unique system-generated Order ID.

Status Status

PO Number PONumber


Payment Terms PaymentTerms

Buyer Buyer

Requested By+ RequestedBy



Tax Rate TaxRate









BillToAddr_State/Prov BillToStateProv

BillToAddr_Postal Code BillToPostalCode

BillToAddr_Country BillToCountry



ShipToAddr_State/Prov ShipToStateProv

ShipToAddr_Postal Code ShipToPostalCode

ShipToAddr_Country ShipToCountry

Freight Terms FreightTerms

Ship Via ShipVia

Shipping Options ShippingOption

OrderConfirmation Type Code

OrderConfirmationTypeCode

WebServiceOrder WebServiceOrder



The following lists output values for the child level of the Query_PurchaseOrder operation and maps to the AST:PurchaseLineItem form .Table 4-17: Output field values


instanceId InstanceID Returns unique identifier, purchase line item Instance Id.



Status Status

Asset Class CIType

RequestedForCompany RequesterCompany

Unit of Measure ProductUnitOfMeasureCode

Required Qty* RequiredQty






Estimated Price/currencyCode EstimatedPriceCurrencyCode



Taxable Taxable







Product Categorization Tier 1 Tier1



Model ProductName



Manufacture Name+ Manufacturer



Order ID OrderID


QuoteDesc QuoteInfo



Update_PurchaseOrderThis operation supports the update of a purchase order plus updates to existing purchase line items. The qualification entered determines which purchase order is updated. Only child records related to the parent can be updated.

The following lists the input values for the parent level of the Update_PurchaseOrder operation and maps to the AST:PurchaseOrderInterface form.











DetailsAttachment1Name

Attachment1/attachmentData DetailsAttachment1Data


DetailsAttachment1OrigSize


LicenseCertificateType PurchaseType

Software Contract ID SoftwareContractID


zID_CertificateID CertificateID





Qualification AR System qualification required, and is based on AST:PurchaseOrderInterface fields.

Order ID OrderID


Status Status

PO Number PONumber Available for storing external purchase order reference number.



Payment Terms PaymentTerms

Buyer Buyer

Requested By+ RequestedBy


Tax Rate TaxRate

Tax Amount/currencyValue TaxAmount Must provide currency value if currency code provided.

Tax Amount/currencyCode TaxCurrencyCode Must provide currency code if currency value provided.



Must provide currency value if currency code provided.



Must provide currency code if currency value provided.



BillToAddr_State/Prov BillToStateProv

BillToAddr_Postal Code BillToPostalCode

BillToAddr_Country BillToCountry



ShipToAddr_State/Prov ShipToStateProv

ShipToAddr_Postal Code ShipToPostalCode

ShipToAddr_Country ShipToCountry

Freight Terms FreightTerms

Ship Via ShipVia


OrderConfirmation Type Code


WebServiceOrder WebServiceOrder





The following lists input values for the child level of the Update_PurchaseOrder operation and maps to the AST:PurchaseLineItem form.

The following lists output values for the parent level of the Update_PurchaseOrder operation from the AST:PurchaseOrderInterface form.



instanceId InstanceID Provide the purchase line item Instance ID to be updated.

Unit Price/currencyValue UnitPriceAmount Must provide currency value if currency code provided.

Unit Price/currencyCode UnitPriceCurrencyCode Must supply currency code if currency value provided.

Taxable Taxable


QuoteDesc QuoteInfo

EstimatedReceivingDate DateToReceive










DetailsAttachment1Data






instanceId InstanceID Unique identifier for each updated purchase order.



The following lists output values for the child level of the Update_PurchaseOrder operation from the AST:PurchaseLineItem form.

AST_PurchaseLineItem_QueryModify_WS This is a complex web service based on the PurchaseLineItemQueryModify.xsd file, which is provided with the application. This web service contains two operations that are described below.

Query_PurchaseLineItemThe query operation supports a qualification to query for purchase line items. It will also return related children work information and return records for each purchase line item found, based on the qualification entered. Depending on how general the qualification is, startRecord and maxLimit can be used to determine how many records should be shown at a time.

The following lists input values for the Query_PurchaseLineItem operation against the parent AST:PurchaseLineItemInterface form.

The following lists output values for the parent level of the Query_PurchaseLineItem operation and maps to the AST:PurchaseLineItemInterface form.



instanceId InstanceID Unique identifier for each updated purchase line item.



Notes

Qualification AR System qualification required and is based on AST:PurchaseLineItemInterface fields.

startRecord

maxLimit



InstanceID InstanceID Returns unique identifier, purchase line item Instance Id.


Description ItemDescription


AST_PurchaseLineItem_QueryModify_WS

Status ItemStatus

Asset Class CIType

RequestedFor_Company RequesterCompany


Required Qty RequiredQty











Taxable Taxable



ShippingAndHandling/currencyValue


ShippingAndHandling/currencyCode





ProductName Model

ModelVersion VersionNumber


Manufacturer ManufacturerName+

SupplierName Supplier Name+

RequisitionID Requisition ID

OrderID Order ID

QuoteNumber Quote Number

QuoteDesc QuoteInfo

PRNumber PRNumber

PO Number PONumber

Data Tags DataTags







The following lists output values for the child level of the Query_PurchaseLineItem operation and maps to the AST:PurchaseRequisitionWorkLog form.









PLIAttachmentName


PLIAttachmentData


PLIAttachmentOrigSize


License Certificate Type CertificatePurchaseType

Software Contract ID Software Contract ID


zID_LicenseCertificateID CertificateID



InstanceId WorkInfoInstanceID The unique Instance ID for the work information record.

Purchase Line Item Instance ID

SourceInstanceID This is the foreign key, purchase line item Instance ID, which the work information record is linked to.


Work Log Date WorkInfoDate

Communication Source WorkInfoSource


Detailed Description WorkInfoNotes

Secure Work Log WorkInfoLocked

View Access WorkInfoViewAccess







The following lists output values for the child level of the Query_PurchaseLineItem operation and maps to the AST:PurchaseReturn form.

Update_PurchaseLineItemThis operation supports the update of an existing purchase line item, and updates to related children work information and return records. The qualification entered determines which purchase line items are updated. Only child records related to the parent can be updated. In addition, children work information and return records can also be created.



















Instanceid InstanceID Returns unique identifier.

Line Item Instance ID LineItemInstanceID Purchase line item Instance ID.

Type Type

RMA Number RMANumber

Quantity to Return QuantityToReturn

Reason for Return ReasonForReturn

Replacement Received ReplacementReceived





The following lists the input values for the parent level of the Update_PurchaseLineItem operation and maps to the AST:PurchaseLineItemInterface form. Table 4-26: Input field values


Qualification AR System qualification required.



Taxable Taxable


QuoteDesc QuoteInfo











DetailsAttachment1Data






The following lists input values for the child level of the Update_PurchaseLineItem operation and maps to the AST:PurchaseRequisitionWorkLog form. Table 4-27: Input field values


InstanceId WorkInfoInstanceID If a new Instance ID is provided (one that is not in the database), a new work information record will be created. If existing instance Id is provided the matching work information record will be updated.

Purchase Line Item Instance ID

SourceInstanceID This is the foreign key, purchase line item Instance ID, which the work information record is linked to. Required if creating a new work information record.

Work Log Type WorkInfoType Required if creating a work information record. Supported values are: Detailed Clarification, Purchase Requisition Task, General Information, Email System and Paging System.

Work Log Submit Date WorkInfoDate Required if creating a work information record.

Communication Source WorkInfoSource Required if creating a work information record. Supported values are: Email, Fax, Phone, Voice Mail, Walk In, Pager, System Assignment, Web and Other.

Description WorkInfoSummary Required if creating a work information record.

Detailed Description WorkInfoNotes Required if creating a work information record.

Secure Work Log WorkInfoLocked Required if creating a work information record. Supported values are: "Yes" or "No."

View Access WorkInfoViewAccess Required if creating a work information record. Supported values are: "Internal" or "Public."



The following lists input values for the child level of the Update_PurchaseLineItem operation and maps to the AST:PurchaseReturn form.





















Instanceid Instanceid If a new Instance ID is provided, a purchase return will be created and this is the typical usage. If existing Instance ID is provided updates can be made.

Line Item Instance ID LineItem InstanceID Purchase line item Instance Id is required.

Type Type Required field "Replace" and "Return."

RMA Number RMANumber Required field

Quantity to Return QuantityToReturn Required field

Reason for Return ReasonForReturn Required field





The following lists output values for the parent level of the Update_PurchaseLineItem operation from the AST:PurchaseLineItemInterface form.

The following lists output values for the child level of the Update_PurchaseLineItem operation from the AST:PurchaseRequisitionWorkLog form.

The following lists output values for the child level of the Update_PurchaseLineItem operation from the AST:PurchaseReturn form.



InstanceId InstanceID Unique identifier for each updated purchase line item.



InstanceId WorkInfoInstanceID Unique identifier for each updated or added work information record.



Instanceid ReturnsInstanceID Unique identifier for each updated or added purchase return.



AST_WorkInfoInterface_Create_WSThis is a simple web service. It contains one operation and supports the creation of a work information record for either a purchase requisition or purchase line item.

Create_WorkInfo



zID_Action zID_Action Required field with two keywords supported; "CREATEPR" to create a work information for purchase requisition and "CREATEPLI" to create a work information record for a purchase line item.

SourceInstanceID SourceInstanceID Required fieldProvide either the purchase requisition Instance Id or the purchase line item Instance Id.

Work Log Type Work_Log_Type Required for creating a work information record. Supported values are Detailed Clarification, Purchase Requisition Task , General Information, Email System and Paging System.

Description Description Required for creating a work information record.

Secure Work Log Secure_Work_Log Required for creating a work information record. Supported values are "Yes" or "No."

View Access View_Access Required for creating a work information record. Supported values are "Internal" or "Public."

Status Status Required for creating a work information record.

Work Log Submit Date Work_Log_Submit_Date Required for creating a work information record.

Submitter Submitter Required for creating a work information record.


AST_WorkInfoInterface_Create_WS

Assigned To Assigned_To Optional for creating a work information record.

Short Description Short_Description Required for creating a work information record.

Assignee Groups Assignee_Groups

Vendor Assignee Groups Vendor_Assignee_Groups

Requisition ID Requisition_ID Set using workflow.

PRNumber PRNumber Set using workflow.

Data Tags Data Tags Optional for creating a work information record.

Notes Notes Optional for creating a work information record.

Work Log Submitter Work_Log_Submitter Optional for creating a work information record.



Optional for creating a work information record.

























Number of Attachments Number_of_Attachments Optional for creating a work information record.

Communication Source Communication_Source Recommended for creating a work information record.

Work Log Date Work_Log_Date Recommended for creating a work information record.





The following lists output values for the AST:WorkInfoInterface_Create form.

AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDate

This section describes the inputs and outputs for the following web services:

AST_PurchaseOrder_WS

AST_PurchaseOrder_WS_noDate

NOTE With a few noted exceptions, these web services share the same mapping structure. See the Notes column in the following tables for details about the exceptions.

QualificationsThe qualifications across these two web services differ from each other as described in the following table.



InstanceID InstanceID Unique identifier generated for a work information record.

Table 4-34: Qualifications

Web service Qualifications

AST_PurchaseOrder_WS This function has a value of 1 (Yes) for the WebServiceOrder field on the AST:PurchaseOrder form.

For the Get_List_Of_New_Pos functions, you must set the OrderConfirmationTypeCode field to null on the AST:PurchaseOrder form.

AST_PurchaseOrder_WS_noDate This function has a value of 0 (No) for the WebServiceOrder field on the AST:PurchaseOrder form.

For the Get_List_Of_New_Pos functions, you must set the OrderConfirmationTypeCode field to null on the AST:PurchaseOrder form.



NOTE The WebServiceOrder, and OrderConfirmationTypeCode fields appear on the Tracking tab of the AST:PurchaseOrder form.

Update_PO_ConfirmationUse the Update_PO_Confirmation function to update information about a specific purchase order and its set of line items. The following table describes the field values required to use this function.Table 4-35: Input field values

Field DB name on form Displayed on web services Notes

N/A POID Qualification to search on

Supplier Name+ Supplier Used in AST_PurchaseOrder_WS qualification only

PO Number PONumber

Freight Terms Freight Terms

Ship Via ShipVia


currencyValue ShippingCost.MonetaryAmount Shipping & Handling field on AST:PurchaseOrder

currencyCode ShippingCost.CurrencyCode Shipping & Handling field on AST:PurchaseOrder

Tax Rate TaxRate

OrderConfirmationTypeCode OrderConfirmationTypeCode

AST:PurchastLineItem getListValues Line items are a subset of a purchase order. A one-to-many relationship is defined for line items to purchase orders.

instanceId ItemID

currencyValue UnitPrice.MonetaryAmount

currencyCode UnitPrice.CurrencyCode



Get_Specific_POThis function returns the values of a specific purchase order and its line items.

This table lists the output field values.


Displayed on web services Notes

PONumber Qualification on which to search

Supplier



POID

PONumber

POStatus

DateOrdered

Supplier

Buyer

NotesToSupplier

FreightTerms

ShipVia

ShippingOption

ShippingCost.MonetaryAmount

ShippingCost.CurrencyCode

TotalPrice.MonetaryAmount

TotalPrice.CurrencyCode

BillingTo.AddressLine1

BillingTo.AddressCity

BillingTo.AddressState

BillingTo.AddressPostalCode

BillingTo.AddressCountry

ShippingTo.AddressLine1

ShippingTo.AddressCity

ShippingTo.AddressState

ShippingTo.AddressPostalCode

ShippingTo.AddressCountry

Item Line items on a purchase order. It has a one-to-many relationship with purchase order.

ItemID

PartNumber

ItemDescription



Get_List_Of_New_POsThis function returns the values for a list of purchase orders and its line items.


ItemStatus

Quantity

ProductUnitOfMeasureCode

UnitPrice.MoneteryAmount

UnitPrice.CurrencyCode

QuoteNumber

Taxable





Supplier



POID

PONumber

POStatus

DateOrdered Only displayed in the AST_PurchaseOrder_WS web service

Supplier

Buyer

NotesToSupplier

FreightTerms

ShipVia

ShippingOption

ShippingCost.MonetaryAmount

ShippingCost.CurrencyCode

BillingTo.AddressLine1

BillingTo.AddressCity

BillingTo.AddressState

BillingTo.AddressPostalCode

BillingTo.AddressCountry

ShippingTo.AddressLine1

ShippingTo.AddressCity



AST_PurchaseOrderInterface_WS The purchase order interface web service lets you modify and query purchase order records through an interface form. The AST_PurchaseOrder_WS and AST_PurchaseOrder_WS_noDateweb services also perform these functions, but interact directly with the AST:PurchaseOrder form.

PO_Modify_ServiceThis function updates a purchase order by way of the AST:PurchaseOrderInterface form. You cannot update the line items for a purchase.

ShippingTo.AddressState

ShippingTo.AddressPostalCode

ShippingTo.AddressCountry


Item Line item for purchase order. It has a one-to-many relationship with purchase order.

ItemID

PartNumber

ItemDescription

ItemStatus

Quantity

ProductUnitOfMeasureCode

UnitPrice.MoneteryAmount

UnitPrice.CurrencyCode

QuoteNumber

Taxable





N/A POID A qualification to search on

N/A Supplier Used for qualification

Requisition ID Requisition_ID

PO Number PONumber


Status Status


AST_PurchaseOrderInterface_WS

PO_Query_ServiceThe PO_Query_Service function returns a specific purchase order by way of the AST:PurchaseOrderInterface form.

NOTE A query cannot return line item values for a purchase order.


WebServiceOrder

Buyer Buyer

Date Ordered Date_Ordered

Payment Terms Payment_Terms

Tax Rate Tax_Rate

BillToAddr_City_Name+ BillToAddr_City_Name

BillToAddr_Country BillToAddr_Country

BillToAddr_PostalCode+ BillToAddr_PostalCode

BillToAddr_State/Prov BillToAddr_State_Prov

ShipToAddr_Street ShipToAddr_Street

ShipToAddr_City_Name+ ShipToAddr_City_Name

ShipToAddr_Country ShipToAddr_Country

ShipToAddr_PostalCode+ ShipToAddr_PostalCode

ShipToAddr_State/Prov ShipToAddr_State_Prov

ShipToAddr_Street ShipToAddr_Street





Order_ID Used as a qualification



Order_ID

PO_Number

Status

Supplier_Name

Buyer

Notes_to_Supplier

Freight_Terms

Payment_terms



PO_GetListofNewPO_ServiceThe PO_GetListofNewPO_Service function returns a group of purchase orders by way of the AST:PurchaseOrderInterface form.

NOTE This function cannot return the line item values for a purchase order.


ShippingVia

ShippingOptions


BillToAddr_City_Name+

BillToAddr_Country

BillToAddr_PostalCode+

BillToAddr_State/Prov

ShipToAddr_Street

ShipToAddr_City_Name+

ShipToAddr_Country

ShipToAddr_PostalCode+

ShipToAddr_State/Prov

ShipToAddr_Street





Qualification A valid AR System qualification



Order_ID

PO_Number

Status

Supplier_Name

Notes_to_Supplier

Buyer

Date_Ordered

Freight_Terms

Payment_Terms

OrderConformationTypeCode


AST_PurchaseOrderInterface_WS

ShipVia

Shipping_Options

BillToAddr_City_Name

BillToAddr_Country

BillToAddr_PostalCode

BillToAddr_State/Prov

ShipToAddr_Street

ShipToAddr_City_Name

ShipToAddr_Country

ShipToAddr_PostalCode

ShipToAddr_State/Prov

ShipToAddr_Street






Chapter

5
Task Management
You use the TMS:TaskInterface form in the Task Management System to:

Query tasks, relationships, and work information.

Update tasks and work information

The TMS:TaskInterface form is a self join of the TMS:Task form that provides the filter (server side) functionality available with TMS:Task. It is used extensively to support web services.

Web services is just one of the protocols that leverages this interface form. You can use the TMS:TaskInterface form with other protocols (API, other AR System applications, and so on) to perform specific operations. But by itself, the interface form does not support the Relationships and Work Information actions that are available through the web service operations.

Web service function overviewThe TMS_TaskInterface (TMS) web service performs task queries and update operations, including creating relationships and work information.

The TMS web service facilitates the exchange of data between the BMC Remedy Change Management and BMC Remedy ITSM Configuration Management applications.

The TMS_TaskInterface web service is used to let BMC Remedy ITSM Configuration Management query and update tasks. A back-end task web service interface form acts as a web service interface into the task entry. This form handles both returning values for queries from BMC Remedy ITSM Configuration Management and updating data directly to the task entry. It also handles updating data that is related to the task entry, such as work information or associations.

The TMS_TaskInterface web service is a complex web service with many operations. It is based on the TaskInterface.xsd XML Schema, which is also provided if advanced users want to extend and modify the out-of-the-box web service. For more information about web services, see the BMC Remedy Action Request System 7.5.00 Integration Guide.



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

QueryTaskPlusRelationshipsAndWorkInfo—returns most detailed information. Queries tasks, relationships, and work information

QueryTaskOnly—queries only tasks

QueryTaskPlusWorkInfo—queries tasks and work information

QueryTaskPlusRelationships—queries tasks and CI relationships

UpdateTaskOnly—updates only tasks

UpdateTaskAndWorkInfo—updates tasks and work information

In the query operations and in the UpdateTaskOnly operation, the input parameter is the Task ID.

For the UpdateTaskAndWorkInfo operation, the main input parameter is the Task ID. Existing work information records can be updated if their Instance ID is provided.

Finally, you can use the UpdateTaskAndWorkInfo operation to create new work information entries for existing tasks if the work information Instance ID is omitted. Even though you do this using the same operation that updates a task in general, creating new work information entries for existing tasks is its own specific function.

Query operationsThe following query functions are specific to web services.

QueryTaskPlusRelationshipsAndWorkInfo

QueryTaskOnly

QueryTaskPlusWorkInfo

QueryTaskPlusRelationships

To perform a search outside of web services, do it directly from the TMS:TaskInterface form.




TaskID TaskID Supply Task ID as the input parameter


Query operations

The following table lists the output values for the TMS:TASKInterface form.Table 5-2: Output values

DB field on interface form Web service field Notes

TaskID TaskID

InstanceId TaskInstanceID

Status TaskStatus

StatusReasonSelection TaskStatusReasonSelection

RootRequestID RequestID

RootRequestInstanceID RequestInstanceID

RootRequestName RequestName

TaskType TaskType

TaskName TaskName

Summary TaskSummary

Notes TaskNotes

Priority Priority

RootRequestLevel RequestLevel

Assignee Company AssignedCompany

Assignee Organization AssignedOrganization

Assignee Group AssignedGroup

Assignee Assignee

Scheduled Start Date ScheduledStartDate

Scheduled End Date ScheduledEndDate

Actual Start Date ActualStartDate

Actual End Date ActualEndDate

EffortTrackingStartTime EffortTrackingStartTime

EffortTrackingEndTime EffortTrackingEndTime

BudgetEstimatedTotalTime BudgetEstimatedTotalTime

ActualEstimatedTotalTime ActualEstimatedTotalTime

AutoCostCalculationUnitType AutoCostCalculationUnitType

Activate Time ActivateTime

Assign Time AssignTime

EndTime EndTime


Region Region

Site Group SiteGroup

Site Site

Company RequesterCompany



First Name RequesterFirstName

Middle Name RequesterMiddleName

Last Name RequesterLastName

Phone Number RequesterPhoneNumber

Organization RequesterOrganization

Department RequesterDepartment

Support Organization SupportOrganization

Support Group Name SupportGroupName

Customer Company CustomerCompany

Customer First Name CustomerFirstName

Customer Middle Name CustomerMiddleName

Customer Last Name CustomerLastName

Customer Phone Number CustomerPhoneNumber

Customer Organization CustomerOrganization

Customer Department CustomerDepartment

Product Cat Tier 1 ProductCategorizationTier1



Product Name ProductName

Product Model/Version ProductModelVersion


Operational Cat Tier 1 OperationalCategorizationTier1



attachmentName (z2af_Attachment1 field)

Attachment1Name

attachmentData(z2af_Attachment1 field)

Attachment1Data

attachmentOrigSize (z2af_Attachment1 field)

Attachment1OrigSize

attachmentName(z2af_Attachment2 field)

Attachment2Name


Attachment2Data




Query operations


Attachment2OrigSize

attachmentName(z2af_Attachment3 field)

Attachment3Name


Attachment3Data


Attachment3OrigSize

Character 01 Character01






Integer 01 Integer01



Real 01 Real01

Real 02 Real02

Real 03 Real03

Decimal 01 Decimal01

Decimal 02 Decimal02

Date 01 Date01

DateTime 01 DateTime01

DateTime 02 DateTime02

Time 01 Time01

YesNo 01 YesNo01

YesNo 02 YesNo02

On 01 On01

On 02 On02

AutomaticCommandSelection AutomaticCommand

ElectronicField1 ElectronicField1



ElectronicText ElectronicText

ElectronicDecimal ElectronicDecimal

TimeOutValue TimeOutValue

Unit TimeOutUnit

ExpectedTimeOut ExpectedTimeOut





The following table lists the output values from the TMS:Relationships form.

The following table lists the output values from the TMS:WorkInfo form.




Relationships ID RelationshipsID

InstanceID RelationshipsInstanceID

Status RelationshipsStatus

RelatedItemID RelatedItemID

RelatedItemSource RelatedItemSource

RelatedItemType RelatedItemType


Attribute1 Attribute1



RelationshipType RelationshipType




InstanceID WorkInfoInstanceID

Status WorkInfoStatus

WorkInfoType WorkInfoType

Communication Source WorkInfoCommSource

Summary WorkInfoSummary

Notes WorkInfoNotes

Secure Log WorkInfoSecureLog



attachmentData (z2af_Attachment1 field)









Modify operations

Modify operationsThe following modify functions are specific to web services.

UpdateTaskOnly—Updates only tasks.

UpdateTaskAndWorkInfo—Updates tasks and work information.

To execute a modify function outside of web services, do it directly from the TMS:TaskInterface form.

The following table lists input values for the TMS:TaskInterface form.















TaskID TaskID For the UpdateTaskOnly operation, supply Task ID as the input parameter.For the UpdateTaskAndWorkInfo operation, supply Task ID as the main input parameter.

Summary TaskSummary

Notes TaskNotes

Priority Priority

RootRequestLevel RequestLevel

Scheduled Start Date ScheduledStartDate

Scheduled End Date ScheduledEndDate

Actual Start Date ActualStartDate

Actual End Date ActualEndDate



EffortTrackingStartTime EffortTrackingStartTime

EffortTrackingEndTime EffortTrackingEndTime

BudgetEstimatedTotalTime

BudgetEstimatedTotalTime

ActualEstimatedTotalTime

ActualEstimatedTotalTime

AutoCostCalculationUnitType

AutoCostCalculationUnitType


Region Region

Site Group SiteGroup

Site Site


Attachment1Name


Attachment1Data


Attachment1OrigSize


Attachment2Name


Attachment2Data


Attachment2OrigSize


Attachment3Name


Attachment3Data


Attachment3OrigSize




ElectronicText ElectronicText

ElectronicDecimal ElectronicDecimal

TimeOutValue TimeOutValue

Unit TimeOutUnit

ExpectedTimeOut ExpectedTimeOut

Table 5-5: Input values (Continued)




Modify operations

This table lists input values from the TMS:WorkInfo form.Table 5-6: Input values



InstanceId WorkInfoInstanceId For the UpdateTaskAndWorkInfo operation:

Existing work information records can be updated if their Instance ID is provided.New work information records can be created if the Work Info Instance ID is omitted.

InstanceID WorkInfoInstanceID

WorkInfoType WorkInfoType

Summary WorkInfoSummary


WorkInfoDate WorkInfoDate

Communication Source

WorkInfoCommSource

Notes WorkInfoNotes


















Integrating applications with tasksYou can use two main integration points with tasks:

1 The primary integration point for the Task Management System is using the TMS:TaskInterface form. Web Services have been established to support queries, updates and limited create operations.

2 Launching outbound communication with tasks is supported using the following mechanisms:

For more comprehensive solutions, you can leverage Command Automation Interface (CAI) to trigger outbound communication. CAI lets you provide task parameters that integrate with your applications with the following protocols:

Web services

URLs

AR protocol (used for ITSM applications)

Command line

Plug-in

You can create new automatic tasks that are self-contained structures. For example, you can create workflow with a task and then fork a process to run a command that interacts with another application or program.

Runtime tasks instantiated from automatic task templates are intended to run automatically without human intervention. You can assign a task assignee to monitor them but this is not required. Seven automatic tasks are already created for you to use. If you need a different automatic task, you must define a new automatic command. All automatic commands have specific workflow on the TMS:Task form that trigger the needed function. All the specific automatic task filter workflow exists within an execution order of 300 and 399 (305 is the minimum and 397 is the maximum range for adding filters for new automatic tasks).

In addition, outbound automatic tasks can use a web service filter.





Table 5-6: Input values (Continued)




Integrating applications with tasks

Do not confuse an automatic task with a manual task. You should define all the content you need to create an automatic task on the Automatic tab of the Task Template form. But do not create an automatic task with any details that imply a human should intervene anywhere in the process. Automatic tasks, when activated, attempt to perform whatever work they are defined to do. When automatic tasks run, they have only two possible states:

Complete—their status is Closed with a relevant status reason

Waiting—until they reach the Complete state

You should never define a Launch command with an automatic task. Using the Launch command always implies human intervention. For more information about defining automatic commands, see the Task Management System 7.6 Administrator’s Guide.

TIP Which method is better—using CAI or creating new tasks from scratch? It depends whether you primarily need ease-of-use or flexibility. The CAI option only requires data entries for outbound communication with tasks. With new automatic tasks, you have maximum flexibility but at the cost of some complexity. You still must create your own workflow for them to operate properly.




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Documents

BMC Remedy IT Service Management 7.6.03 Integrations · Preface 7 Preface This paper is for people who administer any of the BMC Remedy IT Service Management 7.6.03 (BMC Remedy ITSM