Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0

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1 White paper Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0 June

2 Contacting BMC Software You can access the BMC Software website at From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX USA Telephone or Fax Outside United States and Canada Telephone (01) Fax (01) If you have comments or suggestions about this documentation, contact Information Development by at Copyright BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation. Restricted Rights Legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section , DFARS , DFARS , DFARS , and DFARS , as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX , USA. Any contract notices should be sent to this address.

3 Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or . To expedite your inquiry, please see Before Contacting BMC Software. Support Website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at From this website, you can Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including addresses, fax numbers, and telephone numbers. Support by telephone or In the United States and Canada, if you need technical support and do not have access to the Web, call or send an message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance. Before Contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately: Product information o Product name o Product version (release number) o License number and password (trial or permanent) Operating system and environment information o Machine type o Operating system type, version, and service pack o System hardware configuration o Serial numbers o Related software (database, application, and communication) including type, version, and service pack or maintenance level Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) o Product error messages o Messages from the operating system, such as file system full o Messages from related software

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5 White paper Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0 This document provides information about automating creation of service requests using web services in BMC Service Request Management (SRM) 2.0. The information contained in this document includes: Descriptions of inputs and outputs for interface forms. Descriptions of inputs and outputs for web services, which provide a working example of how to use the interface forms. Integration methods You can integrate applications with SRM using the following methods: Web services client Moves information into and retrieves information from service requests. BMC Remedy APIs For information about this method, see the BMC Remedy Action Request System 7.0 C API Reference guide. Use the integration forms to create, modify, and query information about SRM through web service clients or through third-party applications that use the standard AR System API. For more information about how integrations work, see the BMC Remedy Action Request System 7.0 Integrating with Plug-ins and Third-Party Products guide. Using web services Web services are the most efficient way of integrating with SRM 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 SRM 2.0. You can also choose to develop a custom web service client application. Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0 5

6 White paper Using AR System APIs Using various AR System APIs (Java API, C API, and Plug-ins), you can integrate a third-party application with SRM. Using the field reference tables listed later in this section, you can determine which fields are needed to create, modify, and query service requests. For example, if you use a third-party application to identify service requests in a system, but have no way of tracking them, you can access SRM from the third-party application and create a service request using the AR System APIs. SRM interface forms You use the interface forms in SRM to: Create or modify a service request. Query a service request or a list of service requests. Web service function mapping The following table lists the available web services and their corresponding functions. Table 1: Web service function mapping Web service name SRM_RequestInterface_WS Web service operation Request_Modify_Service Request_Query_Service Request_QueryList_Service SRM_RequestInterface_Create_WS Request_Submit_Service Request_Submit_Service Use the Request_Submit_Service web service to create and submit service requests. You can also create service requests through the interface form. The following tables list the values needed to submit a service request through the SRM:RequestInterface_Create form. The following table lists the required fields. A record is not created if the required field values are NULL. The first column lists the fields required on the interface form. The second column lists the fields required when using the Request_Submit_Service web service. 6 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0

7 SRM interface forms Note: Service Request Definitions that have questions associated with them are not currently supported because no mechanism exists to gather the responses to questions through the web service interface. Table 2: Required input field values on submit Database field on interface form Company Web service field Company Notes TitleInstanceID TitleInstanceID Instance ID of the service to be requested. An interface must be built for users to easily obtain this value from the desired Service Request Definition. Source Keyword Login_ID Interface Form or something similar to describe the creation origin. The following table lists the fields set through workflow. The values in these fields are generated by workflow that is triggered by the input fields (required and optional). When using web services, these fields are not exposed. Table 3: Fields set through workflow on submit Database field on Web service field Field value Notes interface form Short Description Short_Description. Submitter Source Keyword Submitter Web Service $USER$ login_id z1d_action z1d_action CREATE Summary Summary Filled in with SRD Title Impact Impact 3- Moderate/Limited Urgency Urgency 3-Medium Status Status Draft Requested For Requested For Individual Login ID* $USER$ Advanced Customization for BMC Service Request Management 2.0 7

8 White paper Database field on Web service field Field value Notes interface form Category 1 Category 1 Filled in from SRD Navigation Categories - Category1 Submitted By* Request Type $USER$ Standard First Name* First_Name Filled in from Login ID Last Name* Last_Name Filled in from Login ID Location Company Location_Company Filled in from Company z1d_workinfotype z1d_workinfotype General Information z1d_workinfosecurelog z1d_workinfosecurelog Yes z1d_workinfoviewaccess z1d_workinfoviewaccess Public The following table lists optional input field values. These fields are not required to create an entry, but might need to be filled in. Table 4: Optional input field values Database field on interface form Notes Status Reason Category 2 Category 3 Middle Name Phone Number Organization Department z1d_workinfodate Web service field Details Status_Reason Categorization_Tier_2 (equivalent to the Navigation Categories Category 2 field on the SRD) Categorization_Tier_3 (equivalent to the Navigation Categories Category 3 field on the SRD) Middle_Name Phone_Number Internet_ Organization Department z1d_workinfodate 8 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0

9 SRM interface forms Database field on interface form z1d_workinfocommunicationsource z1d_workinfosummary z1d_workinfodetails Web service field z1d_workinfocommunicationsource z1d_workinfosummary z1d_workinfodetails When a record is created successfully, the newly created record ID is returned. Request_Modify_Service Use the Request_Modify_Service web service to modify service requests. Specify values in the corresponding web service fields for the fields in a form to modify. Note: Work Info entries cannot currently be added using the Modify interface. Warning: If you specify a null value, the null value overwrites the value currently in the form. The following table indicates the values required to modify a service request through the Request_Modify_Service web service. You can modify service request records only through web services. Table 5: Required field for modify Web service field InstanceID Notes Instance ID of the entry that is to be modified. The following list presents the values that can be modified through the Request_Modify_Service web service: Actual_Cost_currencyCode Actual_Cost_currencyConversionDate Actual_Cost_currencyValue Assigned_Group Assigned_Support_Company Assigned_Support_Organization Assignee Assignee_Group Company Customer_Company Customer_Department Customer_First_Name Customer_Internet_ Customer_Last_Name Customer_Middle_Name Customer_Organization Customer_Phone_number Date_Required Advanced Customization for BMC Service Request Management 2.0 9

10 White paper Department Details Estimated_Cost_currencyCode Estimated_Cost_CurrencyConversionDate Estimated_Cost_currencyValue First_Name Impact Internet_ Last_Name Location_Address Location_Company Middle_Name Navigation_Tier_1 Navigation_Tier_2 Navigation_Tier_3 Next_Target_Date Organization Phone_Number Region Request_Manager Request_Manager_Group_ID Request_Manager_Login Request_Number Request_Type Site Site_Group SLA_Responded SLM_LookupTblKeyword SLM_LookupTblKeyword2 SLM_Status Status Status_Reason Summary Total_Escalation_Level Urgency Note: No returned value exists to signal that a record has been modified. Request_Query_Service and Request_QueryList_Service The query functions are web service-specific operations. To perform a search outside of web services, search the SRM:Request form directly. When using web service query functions, you must specify the request number on which to query using the Request_Query_Service web service, or a valid AR System qualification to query for a list of entries using the Request_QueryList_Service web service. 10 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0

11 SRM interface forms The following table lists the required input values: Table 6: Input values Web service field Request_Number Field value The request number of the item to query Notes Used only by the Request_Query_Service operation. Qualification AR System qualification Used only by the Request_QueryList_Service operation. The following list presents the output values: Actual_Cost_currencyCode Actual_Cost_currencyConversionDate Actual_Cost_currencyValue Assigned_Group Assigned_Support_Company Assigned_Support_Organization Assignee Assignee_Group Company Customer_Company Customer_Department Customer_First_Name Customer_Internet_ Customer_Last_Name Customer_Middle_Name Customer_Organization Customer_Phone_number Date_Required Department Details Estimated_Cost_currencyCode Estimated_Cost_CurrencyConversionDate Estimated_Cost_currencyValue First_Name Impact InstanceId Internet_ Last_Name Location_Address Location_Company Middle_Name Navigation_Tier_1 Navigation_Tier_2 Navigation_Tier_3 Next_Target_Date Organization Phone_Number Region Advanced Customization for BMC Service Request Management

12 White paper Request_Manager Request_Manager_Group_ID Request_Manager_Login Request_Number Request_Type Site Site_Group SLA_Responded SLM_LookupTblKeyword SLM_LookupTblKeyword2 SLM_Status Status Status_Reason Summary Total_Escalation_Level Urgency 12 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0

13 SRM interface forms Advanced Customization for BMC Service Request Management

14 White paper Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0