White paper

Automating Service Request Creation

Using Web Services in BMC Service
Request Management 2.0









June 2007

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Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0 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.
I nt egr at i on met hods
You can integrate applications with SRM using the following methods:
Web services clientMoves information into and retrieves information from service
requests.
BMC Remedy APIsFor 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.
Usi ng w eb ser vi c es
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.
White paper
6 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0


Usi ng AR Syst em API s
Using various AR System APIs (J ava 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 i nt er f ac e f or ms
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 ser vi c e f unc t i on mappi ng
The following table lists the available web services and their corresponding functions.
Tabl e 1: Web ser vi c e f unc t i on mappi ng
Web service name Web service operation
Request_Modify_Service
Request_Query_Service
SRM_RequestInterface_WS
Request_QueryList_Service
SRM_RequestInterface_Create_WS Request_Submit_Service
Request _Submi t _Ser vi c e
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.
SRM interface forms

Advanced Customization for BMC Service Request Management 2.0 7

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.
Tabl e 2: Requi r ed i nput f i el d val ues on submi t
Database field on
interface form
Web service field Notes
Company Company
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 Interface Form or something similar to
describe the creation origin.
Login_ID
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.
Tabl e 3: Fi el ds set t hr ough w or k f l ow on submi t
Database field on
interface form
Web service field Field value Notes
Short Description Short_Description .
Source Keyword Web Service
Submitter $USER$
Submitter 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* $USER$
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8 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0


Database field on
interface form
Web service field Field value Notes
Category 1 Category 1 Filled in
from SRD
Navigation
Categories
-
Category1
Submitted By* $USER$
Request Type 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.
Tabl e 4: Opt i onal i nput f i el d val ues
Database field on interface form Web service field
Notes Details
Status Reason Status_Reason
Category 2 Categorization_Tier_2 (equivalent to the
Navigation Categories Category 2 field on
the SRD)
Category 3 Categorization_Tier_3 (equivalent to the
Navigation Categories Category 3 field on
the SRD)
Middle Name Middle_Name
Phone Number Phone_Number
Email Internet_E-Mail
Organization Organization
Department Department
z1D_WorkInfoDate z1D_WorkInfoDate
SRM interface forms

Advanced Customization for BMC Service Request Management 2.0 9

Database field on interface form Web service field
z1D_WorkInfoCommunicationSource z1D_WorkInfoCommunicationSource
z1D_WorkInfoSummary z1D_WorkInfoSummary
z1D_WorkInfoDetails z1D_WorkInfoDetails
When a record is created successfully, the newly created record ID is returned.
Request _Modi f y_Ser vi c e
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.
Tabl e 5: Requi r ed f i el d f or modi f y
Web service field Notes
InstanceID 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_E-mail Customer_Last_Name
Customer_Middle_Name Customer_Organization
Customer_Phone_number Date_Required
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10 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0


Department Details
Estimated_Cost_currencyCode Estimated_Cost_CurrencyConversionDate
Estimated_Cost_currencyValue First_Name
Impact Internet_E-mail
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 _Quer y_Ser vi c e and Request _Quer yLi st _Ser vi c e
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.
SRM interface forms

Advanced Customization for BMC Service Request Management 2.0 11

The following table lists the required input values:
Tabl e 6: I nput val ues
Web service
field
Field value Notes
Request_Number The request number of the
item to query
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_E-mail 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_E-mail Last_Name
Location_Address Location_Company
Middle_Name Navigation_Tier_1
Navigation_Tier_2 Navigation_Tier_3
Next_Target_Date Organization
Phone_Number Region
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12 Automating Service Request Creation Using Web Services in BMC Service Request Management 2.0


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

SRM interface forms

Advanced Customization for BMC Service Request Management 2.0 13

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