BMCHelixRemedyforceCreateServiceRequest

This script is used to simplify the process of creating a service request 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.

python · Bmc Helix Remedyforce

Details

ID	`BMCHelixRemedyforceCreateServiceRequest`
Language	python
From Version	5.0.0
Docker Image	`demisto/python3:3.12.13.10116658`
Tags	bmcremedyforce

README

This script is used to simplify the process of creating a service request in BMC Helix Remedyforce. The script will consider 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

Name	Description
Script Type	python3
Tags	bmcremedyforce
Cortex XSOAR Version	5.0.0

Dependencies

This script uses the following commands and scripts.

bmc-remedy-category-details-get
bmc-remedy-account-details-get
bmc-remedy-user-details-get
bmc-remedy-service-request-create
bmc-remedy-service-request-definition-get
bmc-remedy-urgency-details-get
bmc-remedy-status-details-get
bmc-remedy-queue-details-get
bmc-remedy-impact-details-get

Inputs

Argument Name	Description
client_user_name	User name of the client. Get the username using the ‘bmc-remedy-user-details-get’ command.
client_id	The 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.
category	Classifies the service request using standard classifications to track the reporting purposes. Get the category name using the ‘bmc-remedy-category-details-get’ command.
category_id	The 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.
queue	Name of the queue owner. Get the queue name using the ‘bmc-remedy-queue-details-get’ command.
queue_id	The unique ID of the queue owner. Get the queue ID using the ‘bmc-remedy-queue-details-get’ command.
staff_user_name	The user name of the staff. Get the username using the ‘bmc-remedy-user-details-get’ command.
staff_id	The 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.
status	Displays 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_id	The unique ID of the status that is used to display the progress of the service request through its stages from opening to closure. Users can get the status ID using the’bmc-remedy-status-details-get’ command.
urgency	Determines the priority of the service request. Get the urgency name using the ‘bmc-remedy-urgency-details-get’ command.
urgency_id	The 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.
service_request_definition	The Service Request Definition Name. Get the Service Request Definition name using the ‘bmc-remedy-service-request-definition-get’ command.
service_request_definition_id	The unique ID of the Service Request Definition. Get the Service Request Definition ID using the ‘bmc-remedy-service-request-definition-get’ command.
service_request_definition_params	Each service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string. Example: ‘param1=value1; param2=value2’.
impact	Determine the priority of the service request. Users can get the impact name using the ‘bmc-remedy-impact-details-get’ command.
impact_id	The 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.
account	Name of the account. Get the account name using the ‘bmc-remedy-account-details-get’ command.
account_id	The account ID of the specific account. Get the account ID using the ‘bmc-remedy-account-details-get’ command.

Outputs

Path	Description	Type
BmcRemedyforce.ServiceRequest.Number	Service request number.	String
BmcRemedyforce.ServiceRequest.Id	Service request Id.	String
BmcRemedyforce.ServiceRequest.CreatedDate	Creation date & time of service request.	String

Script Example

!BMCHelixRemedyforceCreateServiceRequest service_request_definition_id="a3H2w000000TfAPEA0" using="BMCHelixRemedyforce_instance_jhanvi_acc"

Context Example

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "CreatedDate": "2020-08-01T08:08:16Z",
            "Id": "a2U2w000000cRmvEAE",
            "Number": "00000154"
        }
    }
}

Human Readable Output

The service request 00000154 is successfully created.

Source

BMCHelixRemedyforceCreateServiceRequest.py BMCHelixRemedyforceCreateServiceRequest_test.py BMCHelixRemedyforceCreateServiceRequest.yml

Download History Raw

args:
- description: User name of the client. Get the username using the'bmc-remedy-user-details-get' command.
  name: client_user_name
- description: The 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.
  name: client_id
- description: Classifies the service request using standard classifications to track the reporting purposes. Get the category name using the 'bmc-remedy-category-details-get' command.
  name: category
- description: The 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 'bmc-remedy-category-details-get' command.
  name: category_id
- description: Name of the queue owner. Get the queue name using the 'bmc-remedy-queue-details-get' command.
  name: queue
- description: The unique ID of the queue owner. Get the queue ID using the 'bmc-remedy-queue-details-get' command.
  name: queue_id
- description: User name of the staff. Get the username using the 'bmc-remedy-user-details-get' command.
  name: staff_user_name
- description: The 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.
  name: staff_id
- description: Displays 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.
  name: status
- description: The 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.
  name: status_id
- description: Determines the priority of the service request. Get the urgency name using the 'bmc-remedy-urgency-details-get' command.
  name: urgency
- description: The unique ID of the urgency which is used to determine the priority of the service request. Get the urgency ID from the urgency name using the 'bmc-remedy-urgency-details-get' command.
  name: urgency_id
- description: The Service Request Definition name. Get the Service Request Definition name using the 'bmc-remedy-service-request-definition-get' command.
  name: service_request_definition
- description: The unique ID of the Service Request Definition. Get the Service Request Definition ID using the 'bmc-remedy-service-request-definition-get' command.
  name: service_request_definition_id
- description: |-
    Each service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string. Example: 'param1=value1; param2=value2'.
  name: service_request_definition_params
- description: Determines the priority of the service request. Get the impact name using the 'bmc-remedy-impact-details-get' command.
  name: impact
- description: The 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.
  name: impact_id
- description: Name of the account. Get the account name using the 'bmc-remedy-account-details-get' command.
  name: account
- description: The account ID of the specific account. Get the account ID from the account name using the 'bmc-remedy-account-details-get' command.
  name: account_id
comment: 'This script is used to simplify the process of creating a service request 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.'
commonfields:
  id: BMCHelixRemedyforceCreateServiceRequest
  version: -1
name: BMCHelixRemedyforceCreateServiceRequest
outputs:
- contextPath: BmcRemedyforce.ServiceRequest.Number
  description: Service request number.
  type: String
- contextPath: BmcRemedyforce.ServiceRequest.Id
  description: Service request Id.
  type: String
- contextPath: BmcRemedyforce.ServiceRequest.CreatedDate
  description: Creation date & time of service request.
  type: String
script: '-'
subtype: python3
tags:
- bmcremedyforce
timeout: '0'
type: python
dependson:
  must:
  - '|||bmc-remedy-user-details-get'
  - '|||bmc-remedy-category-details-get'
  - '|||bmc-remedy-queue-details-get'
  - '|||bmc-remedy-status-details-get'
  - '|||bmc-remedy-urgency-details-get'
  - '|||bmc-remedy-service-request-definition-get'
  - '|||bmc-remedy-impact-details-get'
  - '|||bmc-remedy-account-details-get'
  - '|||bmc-remedy-service-request-create'
fromversion: 5.0.0
dockerimage: demisto/python3:3.12.13.10116658
tests:
- No tests (auto formatted)