BMCHelixRemedyforceCreateIncident

This script is used to simplify the process of creating the incident in BMC Helix Remedyforce. The script will consider the ID over the name of the argument when both are provided. Example: client_id is considered when both client_id and client_user_name are provided.

Script Data


NameDescription
Script Typepython3
Tagsbmcremedyforce
Demisto Version5.0.0

Dependencies


This script uses the following commands and scripts.

  • bmc-remedy-urgency-details-get
  • bmc-remedy-status-details-get
  • bmc-remedy-incident-create
  • bmc-remedy-impact-details-get
  • bmc-remedy-category-details-get
  • bmc-remedy-template-details-get
  • bmc-remedy-queue-details-get
  • bmc-remedy-account-details-get
  • bmc-remedy-broadcast-details-get
  • bmc-remedy-service-offering-details-get
  • bmc-remedy-user-details-get
  • bmc-remedy-asset-details-get

Inputs


Argument NameDescription
client_user_nameUser name of the client. Get the username using the 'bmc-remedy-user-details-get' command.
client_idThe unique ID of the client. It helps to select a client for a particular service request. Get the client ID from the email using the 'bmc-remedy-user-details-get' command.
categoryClassifies the service request using standard classifications to track the reporting purposes. Get the category name using the 'bmc-remedy-category-details-get' command.
category_idThe unique ID of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Get the category ID using the 'bmc-remedy-category-details-get' command.
queueName of the queue owner. Ghe queue name using the 'bmc-remedy-queue-details-get' command.
queue_idThe unique ID of the owner. Get the queue ID using the 'bmc-remedy-queue-details-get' command.
staff_user_nameThe user name of the staff. Get the username using the 'bmc-remedy-user-details-get' command.
staff_idThe unique ID of the staff to whom the user wants to assign the record. Get the staff ID from the staff details using the 'bmc-remedy-user-details-get' command.
statusDisplays the progress of the service request through its stages from opening to closure. Get the status name using the 'bmc-remedy-status-details-get' command.
status_idThe unique ID of the status that is used to display the progress of the service request through its stages from opening to closure. Get the status ID using the 'bmc-remedy-status-details-get' command.
urgencyDetermines the priority of the service request. Get the urgency name using the 'bmc-remedy-urgency-details-get' command.
urgency_idThe unique ID of the urgency which is used to determine the priority of the service request. Get the urgency ID using the 'bmc-remedy-urgency-details-get' command.
templateEnable users to pre-populate commonly used fields in a form. Get the template name using the 'bmc-remedy-template-details-get' command.
template_idThe unique ID of the template. Templates enable users to pre-populate commonly used fields in a form. Get the template ID using the 'bmc-remedy-template-details-get' command.
descriptionThe description of the incident that the user wants to create.
due_dateThe date and time at which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.
opened_dateThe date and time at which the incident was created. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.
impactDetermines the priority of the service request. Get the impact name using the 'bmc-remedy-impact-details-get' command.
impact_idThe unique ID of the impact which is used to determine the priority of the service request. Get the impact ID using the 'bmc-remedy-impact-details-get' command.
accountName of the account. Get the account name using the 'bmc-remedy-account-details-get' command.
account_idThe account ID of the specific account. Get the account ID using the 'bmc-remedy-account-details-get' command.
broadcastEnables users to send messages to the entire organization, selected groups within the organization and to external customers. Get the broadcast name using 'bmc-remedy-broadcast-details-get' command.
broadcast_idThe unique ID of the broadcast. Broadcast enables users to send messages to the entire organization, selected groups within the organization and to external customers. Get broadcast ID from the broadcast name using the 'bmc-remedy-broadcast-details-get' command.
service_offeringLink a service offering of an associated service. Get the service offering name using the 'bmc-remedy-service-offering-details-get' command.
service_offering_idThe unique ID of the service offering. Get Users can get the service offering ID using the 'bmc-remedy-service-offering-details-get' command.
assetName of the asset. Get the asset ID using the 'bmc-remedy-asset-details-get' command.
asset_idThe asset ID of the specific asset. Get the asset ID using the 'bmc-remedy-asset-details-get' command.
outage_startThe date and time when the service outage begins. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.
outage_endThe date and time when the service outage ends. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields.

Outputs


PathDescriptionType
BmcRemedyforce.Incident.IdIncident Id.String
BmcRemedyforce.Incident.NumberIncident number.String
BmcRemedyforce.Incident.CreatedDateCreation date & time of Incident.String

Script Example

!BMCHelixRemedyforceCreateIncident client_id=0052w000004nuLjAAI using=BMCHelixRemedyforce_instance_jhanvi_acc

Context Example

{
"BmcRemedyforce": {
"Incident": {
"CreatedDate": "2020-08-01 08:07:37",
"Id": "a2U2w000000cRmqEAE",
"Number": "00000153"
}
}
}

Human Readable Output

The incident 00000153 is successfully created.