Using BMC SRM OOB Web Services The BMC Service Request Management application is shipped with a number of OOB Web Services that can be used to Create, Query and Modify requests (see Figure 1. at end of document). Service Request Web Services There are 2 associated Web Services with SRM. These are: SRM_RequestInterface_Create_WS SRM_RequestInterface_WS They can be accessed from the following links: http://<midtier_server>/arsys/wsdl/public/<servername>/srm_requestinterface_create_ws http:// <midtier_server>/arsys/wsdl/public/<servername>/srm_requestinterface_ws Each Web Service contains one or more functions. These are: SRM_RequestInterface_Create_WS Request_Submit_Service - Submit a request into Service Request Management SRM_RequestInterface_WS Request_Modify_Service - Modify a request in Service Request Management Request_Query_Service - Query a request in Service Request Management Request_QueryList_Service - Query and return a list of requests in Service Request Management Further information can be found here:
https://docs.bmc.com/docs/display/public/srm91/web+services+for+bmc+service+request+management https://docs.bmc.com/docs/display/public/srm91/request_submit_service https://docs.bmc.com/docs/display/public/srm91/request_modify_service https://docs.bmc.com/docs/display/public/srm91/request_query_service+and+request_querylist_service Common integrations to these Web Services are from third party applications that can consume these Web Services and functions to create, query and modify requests. Interfaces can be written in a number of languages, such as Java, ASP, C,.NET, etc to interact with these Web Services. There are a few things to remember when using these Web Services. Some follow the normal integration form rules: 1. When creating a request in certain programming languages, ALL the fields that are mapped into the WSDL need to be provided even if they are NULL. Generally, however, only the required fields listed in the WSDL are required to create a request. 2. The required fields, along with Authentication Information, must be provided as a minimum. These are (although where indicate the default fields are auto populated): Field Company TitleInstanceID Source_Keyword Login_ID Add_Request_For Impact Urgency Status AppRequestSummary Z1D Action Notes The InstanceID for the SRD of the Service requested. Enter Interface Form or similar to describe the creation origin Refer to documentation. Default = Individual. Refer to documentation. Default = Submitted. The Title of the SRD. Default = CREATE.
3. You cannot use the questions as defined on the SRD through these interfaces. If you require to use parameters for processing, utilise the SR Type Fields and map through the SRD to the associated PDT variables (see example provided). 4. Date values are XML based format > YYYY-MM-DDThh:mmTZD (e.g. 1997-07-16T19:20+01:00)
Testing Web Services One of the most common ways to test Web Services is to use a free tool call soapui. This allows you to consume the Web Services and test the associated functionality. Using soapui Creating a Request 1. Open a new project in soapui. Provide a project name and paste the URL of the SRM Web Service into the Initial WSDL/WADL: field. This will search for the Web Service and return a list of functions on the left hand panel. 2. Expand out the tree under the Web Service to expose the functions (left hand panel of soapui).
3. Right mouse-click on the Request1 call and select Clone Request. This is to ensure you have a reference (baseline) entry that you can duplicate if anything goes wrong. Enter an appropriate name for the cloned request e.g. 4. Double Click on the Submit Test Request (SOAP Definition) under the Request_Submit_Service function. This will open the SOAP Envelope in the right hand window where you can view the parameters required. Although certain XML elements are listed as Optional, refer to the documentation for the actual minimum required fields that need to be passed for the Web Service call to be successful.
5. You will notice that soapui puts the value? where it is expecting an input. Remove the? where not required. ** NOTE: These will be transmitted when submitting the request if not removed. This will also cause errors back from Remedy due to incorrect data types, etc ** 6. Enter in the AuthenticationInfo. You need to provide a valid Remedy Username and Password with appropriate permissions for the module. 7. Provide values for the minimum fields and submit the request by pressing the green play button (top left). Any errors relating to values, etc, will be displayed in the far right hand window. If successful, you will be provided with a Service Request number. ** NOTE: Although you may have been supplied an Service Request Number, this number comes from the SRM:RequestInterface_Create form workflow and may not be valid if the request was not successful in some of the field validations... **
Querying a Request (It is assumed that you have loaded in the correct Web Service > SRM_RequestInterface _WS) 1. Duplicate the Request 1 Web Service request. 2. Double Click on the cloned Web Service request (SOAP Definition) under the HelpDesk_Query_Service function. This will open the SOAP Envelope in the right hand window. 3. Enter in the AuthenticationInfo. You need to provide a valid Remedy Username and Password with appropriate permissions for the module. 4. Enter in a valid Service Request Number and submit the request by pressing the green play button (top left). 5. A response will be shown in the far right hand window.
Interfacing Example Create Service Request > Work Order creation using PDT variables and SR Type Fields The following example shows how to use the SRM Web Service to create a Service Request passing in parameters (which can be question answers) to branch to the correct Work Order. The parameters are passed through the Interface into the SRM SR Type Fields ( SRM:Request ) where they are mapped into PDT variables for use with the processing and passing to the underlying fulfilment request. NOTE: For some unknown reason, not all the WO Type Fields are exposed from the SRM Forms when mapping through using the OOB workflow i.e. Work Order Type Fields 1-30 and 48-51 are the only exposed fields where a one to one mapping can be achieved from SRM > WO. ** If using Work Order Management as fulfilment, SR Type Fields are automatically mapped to Work Order Type Fields where available on the WO ** 1. Create 2 Work Order Templates for use with the PDT.
2. Create AOT > Work Order Template associations and expose the required fields.
3. Create PDT, Variables and Conditioning. In this example, SR Type Field 10 will provide the conditional parameter to the var_condition PDT variable via the SRD Mappings.
4. Create a SRD and map through SR Type Fields that will be used in the integration. ** Any SR Type Field that has an equivalent Work Order Type Field will automatically be mapped through (see note above about exposed SRM > WO fields) and there is no need to expose in the AOT ** Note: As this is used purely for integration purpose, no questions have been defined on the SRD although you may utilise the one SRD for both internal and interface purposes if you map the SRD Question/Answers into the SR Type Fields as would be provided through the interface.
5. Test the Web Service by passing in the required values. If successful, you will be returned the Service Request Number. The associated fulfilment application request will also be created.
SOAPUI EXAMPLES Create Service Request <soapenv:envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:srm_requestinterface_create_ws"> <soapenv:header> <urn:authenticationinfo> <urn:username>mps</urn:username> <urn:password></urn:password> <urn:authentication></urn:authentication> <urn:locale></urn:locale> <urn:timezone></urn:timezone> </urn:authenticationinfo> </soapenv:header> <soapenv:body> <urn:request_submit_service> <urn:submitter>mps</urn:submitter> <urn:system_assignee></urn:system_assignee> <urn:status>submitted</urn:status> <urn:short_description>test from soapui</urn:short_description> <urn:vendor_assignee_groups></urn:vendor_assignee_groups> <urn:z1d_workinfosummary></urn:z1d_workinfosummary> <urn:z1d_workinfodetails></urn:z1d_workinfodetails> <urn:z1d_workinfodate></urn:z1d_workinfodate> <urn:z1d_workinfocommunicationsource></urn:z1d_workinfocommunicationsource> <urn:z1d_workinfotype></urn:z1d_workinfotype>
<urn:z1d_workinfoviewaccess></urn:z1d_workinfoviewaccess> <urn:z1d_workinfosecurelog></urn:z1d_workinfosecurelog> <urn:department></urn:department> <urn:site_group></urn:site_group> <urn:region></urn:region> <urn:customer_region></urn:customer_region> <urn:customer_site_group></urn:customer_site_group> <urn:customer_site></urn:customer_site> <urn:formkeyword>service_request_interface</urn:formkeyword> <urn:site></urn:site> <urn:z1d_dirtyflag></urn:z1d_dirtyflag> <urn:sr_type_field_1>this is the Notes field</urn:sr_type_field_1> <urn:sr_type_field_2>answer 1</urn:SR_Type_Field_2> <urn:sr_type_field_3>answer 2</urn:SR_Type_Field_3> <urn:sr_type_field_4>answer 3</urn:SR_Type_Field_4> <urn:sr_type_field_5>answer 4</urn:SR_Type_Field_5> <urn:sr_type_field_6></urn:sr_type_field_6> <urn:sr_type_field_7></urn:sr_type_field_7> <urn:sr_type_field_8></urn:sr_type_field_8>
<urn:sr_type_field_9></urn:sr_type_field_9> <urn:actual_cost_currencyvalue></urn:actual_cost_currencyvalue> <urn:actual_cost_currencycode></urn:actual_cost_currencycode> <urn:actual_cost_currencyconversiondate></urn:actual_cost_currencyconversiondate> <urn:estimated_cost_currencyvalue></urn:estimated_cost_currencyvalue> <urn:estimated_cost_currencycode></urn:estimated_cost_currencycode> <urn:estimated_cost_currencyconversiondate></urn:estimated_cost_currencyconversiondate> <urn:anticipated_start_date></urn:anticipated_start_date> <urn:z1d_dirtyflagassociations></urn:z1d_dirtyflagassociations> <urn:anticipated_duration></urn:anticipated_duration> <urn:actual_duration></urn:actual_duration> <urn:middle_name></urn:middle_name> <urn:customer_cost_center></urn:customer_cost_center> <urn:customer_middle_name></urn:customer_middle_name> <urn:response_instance_id></urn:response_instance_id> <urn:form_name>$schema$</urn:form_name> <urn:approval_process_name></urn:approval_process_name> <urn:offeringtitle></urn:offeringtitle> <urn:servicerequestapproval></urn:servicerequestapproval> <urn:approvalprocesstype></urn:approvalprocesstype>
<urn:apprequestsummary>srm Interface Test</urn:AppRequestSummary> <urn:apprequestid></urn:apprequestid> <urn:enable_assignment_engine></urn:enable_assignment_engine> <urn:titleinstanceid>srgaa5v0fw1o9aoifa7uohjnoevthw</urn:titleinstanceid> <urn:defaultprocessname></urn:defaultprocessname> <urn:z1d_approvalstatus></urn:z1d_approvalstatus> <urn:entitlement_qual>1=0</urn:entitlement_qual> <urn:apprequestinstanceid></urn:apprequestinstanceid> <urn:appregistryinstanceid></urn:appregistryinstanceid> <urn:source_keyword>interface Form</urn:Source_Keyword> <urn:scodescription></urn:scodescription> <urn:approvaldefinitionid></urn:approvaldefinitionid> <urn:request_type></urn:request_type> <urn:company_group_name></urn:company_group_name> <urn:customer_company_group_name></urn:customer_company_group_name> <urn:requesterinstanceid></urn:requesterinstanceid> <urn:z1d_sitegroup></urn:z1d_sitegroup> <urn:apprequeststatus></urn:apprequeststatus> <urn:apprequeststatusreason></urn:apprequeststatusreason> <urn:requestedforinstanceid></urn:requestedforinstanceid>
<urn:z1d_integer01></urn:z1d_integer01> <urn:unknownuser></urn:unknownuser> <urn:categorization_tier_4></urn:categorization_tier_4> <urn:categorization_tier_5></urn:categorization_tier_5> <urn:srmsaoiguid></urn:srmsaoiguid> <urn:datatags></urn:datatags> <urn:z1d_region></urn:z1d_region> <urn:z1d_site></urn:z1d_site> <urn:z2af_attachment3_attachmentname></urn:z2af_attachment3_attachmentname> <urn:z2af_attachment3_attachmentdata>cid:1231793636649</urn:z2af_attachment3_attachmentdata> <urn:z2af_attachment3_attachmentorigsize></urn:z2af_attachment3_attachmentorigsize> <urn:z2af_attachment2_attachmentname></urn:z2af_attachment2_attachmentname> <urn:z2af_attachment2_attachmentdata>cid:777278802627</urn:z2af_attachment2_attachmentdata> <urn:z2af_attachment2_attachmentorigsize></urn:z2af_attachment2_attachmentorigsize> <urn:z2af_attachment1_attachmentname></urn:z2af_attachment1_attachmentname> <urn:z2af_attachment1_attachmentdata>cid:1341116710064</urn:z2af_attachment1_attachmentdata> <urn:z2af_attachment1_attachmentorigsize></urn:z2af_attachment1_attachmentorigsize> <urn:z1d_workinfoinstanceid></urn:z1d_workinfoinstanceid> <urn:apprequestassignee></urn:apprequestassignee>
<urn:solutionrequestid></urn:solutionrequestid> <urn:z2af_wiattachment1_attachmentname></urn:z2af_wiattachment1_attachmentname> <urn:z2af_wiattachment1_attachmentdata>cid:1298440443636</urn:z2af_wiattachment1_attachmentdata> <urn:z2af_wiattachment1_attachmentorigsize></urn:z2af_wiattachment1_attachmentorigsize> <urn:appeventstatus></urn:appeventstatus> <urn:z2af_attachment4_attachmentname></urn:z2af_attachment4_attachmentname> <urn:z2af_attachment4_attachmentdata>cid:1219535512752</urn:z2af_attachment4_attachmentdata> <urn:z2af_attachment4_attachmentorigsize></urn:z2af_attachment4_attachmentorigsize> <urn:z2af_attachment5_attachmentname></urn:z2af_attachment5_attachmentname> <urn:z2af_attachment5_attachmentdata>cid:780979718616</urn:z2af_attachment5_attachmentdata> <urn:z2af_attachment5_attachmentorigsize></urn:z2af_attachment5_attachmentorigsize> <urn:z2af_attachment6_attachmentname></urn:z2af_attachment6_attachmentname> <urn:z2af_attachment6_attachmentdata>cid:1210413851190</urn:z2af_attachment6_attachmentdata> <urn:z2af_attachment6_attachmentorigsize></urn:z2af_attachment6_attachmentorigsize> <urn:srd_cost_currencyvalue></urn:srd_cost_currencyvalue> <urn:srd_cost_currencycode></urn:srd_cost_currencycode> <urn:srd_cost_currencyconversiondate></urn:srd_cost_currencyconversiondate> <urn:entitlement_management_on_off></urn:entitlement_management_on_off> <urn:srdstatus></urn:srdstatus>
<urn:srd_turnaroundtimex>0</urn:srd_turnaroundtimex> <urn:sr_turnaroundtimeunits></urn:sr_turnaroundtimeunits> <urn:z1d_locale></urn:z1d_locale> <urn:custom_form_instanceid></urn:custom_form_instanceid> <urn:srd_number></urn:srd_number> <urn:z1d_entmsg></urn:z1d_entmsg> <urn:coordgroupid></urn:coordgroupid> <urn:internalflag></urn:internalflag> <urn:sr_type_field_10>template Two</urn:SR_Type_Field_10> <urn:sr_type_field_11></urn:sr_type_field_11> <urn:sr_type_field_12></urn:sr_type_field_12> <urn:sr_type_field_13></urn:sr_type_field_13> <urn:sr_type_field_14></urn:sr_type_field_14> <urn:sr_type_field_15></urn:sr_type_field_15> <urn:sr_type_field_16></urn:sr_type_field_16> <urn:sr_type_field_17></urn:sr_type_field_17> <urn:sr_type_field_18></urn:sr_type_field_18> <urn:sr_type_field_19></urn:sr_type_field_19> <urn:sr_type_field_20></urn:sr_type_field_20>
<urn:sr_type_field_21></urn:sr_type_field_21> <urn:sr_type_field_22></urn:sr_type_field_22> <urn:sr_type_field_23></urn:sr_type_field_23> <urn:sr_type_field_24></urn:sr_type_field_24> <urn:sr_type_field_25></urn:sr_type_field_25> <urn:sr_type_field_26></urn:sr_type_field_26> <urn:sr_type_field_27></urn:sr_type_field_27> <urn:sr_type_field_28></urn:sr_type_field_28> <urn:sr_type_field_29></urn:sr_type_field_29> <urn:sr_type_field_30></urn:sr_type_field_30> <urn:sr_type_field_31></urn:sr_type_field_31> <urn:sr_type_field_32></urn:sr_type_field_32> <urn:sr_type_field_33></urn:sr_type_field_33> <urn:sr_type_field_34></urn:sr_type_field_34> <urn:sr_type_field_35></urn:sr_type_field_35> <urn:sr_type_field_36></urn:sr_type_field_36> <urn:sr_type_field_37></urn:sr_type_field_37> <urn:sr_type_field_38></urn:sr_type_field_38> <urn:sr_type_field_39></urn:sr_type_field_39>
<urn:sr_type_field_40></urn:sr_type_field_40> <urn:sr_type_field_41></urn:sr_type_field_41> <urn:sr_type_field_43></urn:sr_type_field_43> <urn:sr_type_field_44></urn:sr_type_field_44> <urn:sr_type_field_45></urn:sr_type_field_45> <urn:sr_type_field_46></urn:sr_type_field_46> <urn:sr_type_field_47></urn:sr_type_field_47> <urn:sr_type_field_42></urn:sr_type_field_42> <urn:z1d_workinfotypeselection></urn:z1d_workinfotypeselection> <urn:z1d_phonenumber></urn:z1d_phonenumber> <urn:srd_ro_instanceid></urn:srd_ro_instanceid> <urn:srd_ro_reconid></urn:srd_ro_reconid> <urn:srd_ro_datasetid></urn:srd_ro_datasetid> <urn:z1d_function></urn:z1d_function> <urn:z1d_emailid></urn:z1d_emailid> <urn:z1d_errormsg></urn:z1d_errormsg> <urn:z1d_offlineerror></urn:z1d_offlineerror> <urn:z1d_enterror></urn:z1d_enterror> <urn:z1d_unavailerror></urn:z1d_unavailerror>
<urn:z1d_confirmgroup></urn:z1d_confirmgroup> <urn:z1d_applicationid></urn:z1d_applicationid> <urn:deleted></urn:deleted> <urn:operationid></urn:operationid> <urn:offering_description></urn:offering_description> <urn:location_company></urn:location_company> <urn:site_country></urn:site_country> <urn:site_state_province></urn:site_state_province> <urn:site_city></urn:site_city> <urn:organization></urn:organization> <urn:assigned_support_organization></urn:assigned_support_organization> <urn:full_name></urn:full_name> <urn:last_name></urn:last_name> <urn:first_name></urn:first_name> <urn:customer_full_name></urn:customer_full_name> <urn:desk_location></urn:desk_location> <urn:mail_station></urn:mail_station> <urn:site_street></urn:site_street> <urn:service_location_address></urn:service_location_address>
<urn:site_zip_postal_code></urn:site_zip_postal_code> <urn:geonet></urn:geonet> <urn:internet_e-mail></urn:internet_e-mail> <urn:phone_number></urn:phone_number> <urn:z1d_char01></urn:z1d_char01> <urn:categorization_tier_1></urn:categorization_tier_1> <urn:categorization_tier_2></urn:categorization_tier_2> <urn:categorization_tier_3></urn:categorization_tier_3> <urn:z1d_char02></urn:z1d_char02> <urn:site_id></urn:site_id> <urn:z1d_action>create</urn:z1d_action> <urn:company>calbro Services</urn:Company> <urn:add_request_for_>individual</urn:add_request_for_> <urn:service_type></urn:service_type> <urn:z1d_lastcount></urn:z1d_lastcount> <urn:status_reason></urn:status_reason> <urn:details>testing from soapui</urn:details> <urn:urgency>4-low</urn:urgency> <urn:impact>4-minor/localized</urn:impact> <urn:priority></urn:priority>
<urn:cost_center>?</urn:cost_center> <urn:assigned_group></urn:assigned_group> <urn:request_manager></urn:request_manager> <urn:assigned_support_company></urn:assigned_support_company> <urn:login_id>mps</urn:login_id> <urn:customer_login>mps</urn:customer_login> <urn:actual_start_date></urn:actual_start_date> <urn:request_number></urn:request_number> <urn:person_id></urn:person_id> <urn:date_required></urn:date_required> <urn:anticipated_completion_date></urn:anticipated_completion_date> <urn:submitter_group_id></urn:submitter_group_id> <urn:z1d_permission_group_id></urn:z1d_permission_group_id> <urn:actual_completion_date></urn:actual_completion_date> <urn:approval_phase_name></urn:approval_phase_name> <urn:asorg></urn:asorg> <urn:ascpy></urn:ascpy> <urn:asgrp></urn:asgrp> <urn:aschg></urn:aschg>
<urn:aslogid></urn:aslogid> <urn:asgrpid></urn:asgrpid> <urn:approval_status></urn:approval_status> <urn:customer_person_id></urn:customer_person_id> <urn:customer_first_name></urn:customer_first_name> <urn:customer_last_name></urn:customer_last_name> <urn:customer_company></urn:customer_company> <urn:customer_organization></urn:customer_organization> <urn:customer_department></urn:customer_department> <urn:customer_internet_e-mail></urn:customer_internet_e-mail> <urn:customer_phone_number></urn:customer_phone_number> <urn:customer_location_company></urn:customer_location_company> <urn:customer_site_id></urn:customer_site_id> <urn:notification_language></urn:notification_language> <urn:total_cost_currency_currencyvalue></urn:total_cost_currency_currencyvalue> <urn:total_cost_currency_currencycode></urn:total_cost_currency_currencycode> <urn:total_cost_currency_currencyconversiondate></urn:total_cost_currency_currencyconversiondate> <urn:requestquantity>1</urn:requestquantity> </urn:request_submit_service> </soapenv:body> </soapenv:envelope>
Query Service Request <soapenv:envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:srm_requestinterface_ws"> <soapenv:header> <urn:authenticationinfo> <urn:username>mps</urn:username> <urn:password></urn:password> <urn:authentication></urn:authentication> <urn:locale></urn:locale> <urn:timezone></urn:timezone> </urn:authenticationinfo> </soapenv:header> <soapenv:body> <urn:request_query_service> <urn:request_number>req000000000003</urn:request_number> </urn:request_query_service> </soapenv:body> </soapenv:envelope> Query (QueryList) Service Request <soapenv:envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:srm_requestinterface_ws"> <soapenv:header> <urn:authenticationinfo> <urn:username>mps</urn:username> <urn:password></urn:password> <urn:authentication></urn:authentication> <urn:locale></urn:locale> <urn:timezone></urn:timezone> </urn:authenticationinfo> </soapenv:header>
<soapenv:body> <urn:request_querylist_service> <urn:qualification>1=1</urn:qualification> <urn:startrecord></urn:startrecord> <urn:maxlimit>0</urn:maxlimit> </urn:request_querylist_service> </soapenv:body> </soapenv:envelope>