Element
Definition
Required
<operation-name>
Specifies the name of the operation: update-incident
Yes
<arguments>
Specifies a list of arguments that are required for the create-incident operation
Yes
<target>
Specifies the connection information for the target where the request will be executed
If this element is not specified, the adapter uses the configuration information specified in the Grid Manager.
You can specify the following XML elements within this element:
<soap-url><host><user-name><password><port><protocol><install-certificate><allow-unsigned-certificate><passphrase>
Conditional; required if adapter configuration is left empty.
<soap-url>
Specifies the URL for the remote SOAP service
The <soap-url> element has the following formats:
For insecure communication: <soap-url>http:// <IPAddress or hostname> : portNumber </soap-url>
For secure communication: <soap-url>https:// <IPAddress or hostname> : portNumber </soap-url>
Conditional; required if <host> is not specified. If both <soap-url> and <host> are specified, <soap-url> takes precedence.
<host>
Specifies the host name or IP address of the server where CA Service Desk is installed
Conditional; required if <soap-url> is not specified. If both <soap-url> and <host> are specified, <soap-url> takes precedence.
<user-name>
Specifies the user name for the CA Service Desk server authentication
No
<password>
Specifies the password that corresponds to the user name
The password element can contain an encryption-type attribute.
No
encryption-type
Indicates whether the password specified is encrypted
Valid values: Base64, Plain (default)
No
<port>
Specifies the communication port for the CA Service Desk application
Valid values: Any positive number greater than 0
Default values: 8080 for http, 8443 for https
No
<protocol>
Specifies the communication protocol for the CA Service Desk application
Valid values: http, https (default)
No
<install-certificate>
Specifies whether to install security certificates automatically
If you prefer to have security certificates installed automatically (a common practice), set the value of this element to true.
If you prefer to manually export the security certificate from the CA Service Desk server and manually import it into the BMC Atrium Orchestrator's local peer's cacerts file (a rare practice), set the value of this element to false.
Valid values: true, false (default)
No
<allow-unsigned-certificate>
Specifies whether to allow unsigned certificates from trusted zones
If you are using self-signed SSL certificates (a common practice), set the value of this element to true.
On ecommerce sites or military installations, if you need to use signed certificates such as Verisign or Thawte (a rare practice), set the value of this element to false.
Valid values: true, false (default)
No
<passphrase>
Specifies the password to the keystore file (cacerts) local to the BMC Atrium Orchestrator peer
Default value: changeit
Warning
- The value of the
<passphrase>element is the passphrase for the cacerts certificate stored on the BMC Atrium Orchestrator local peer (CDP or AP) and not the CA Service Desk target host. - Changing the passphrase can be difficult and might destroy the integrity of the cacerts security file.
Verify the cacerts passphrase using the following command in UNIX or Linux:
$ /opt/bmc/ao/cdp/jvm/bin/keytool -list -keystore
/opt/bmc/ao/cdp/jvm/lib/security/cacerts
No
<query-parameters>
Specifies the input items required to find the incident record that must be updated
You can specify the following XML elements within this element:
<incident-number><assignee><group><status><priority><is-active><incident-area><configuration-item><reported-by><affected-end-user><affected-end-user-id><affected-end-user-location><affected-end-user-organization><summary><description><problem><change><caused-by-change-order><incident-priority><impact><urgency><severity><earliest-open-date><latest-open-date><earliest-resolve-date><latest-resolve-date><earliest-close-date><latest-close-date><parent><is-child><root-cause><sla-violation><is-template><number-of-records><additional-search-arguments>
Yes
<incident-number>
Specifies the incident identification number
Valid values: A valid incident number
No
<assignee>
Specifies the name of the person to whom the incident record is assigned
Valid values: A valid name in the format - lastName,firstName,middleName
For example:
- If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
- If only last name exists, the value is - lastName.
- If last name and middle name exist, the value is - lastName,,middleName.
No
<group>
Specifies the name of the group to which the incident record is assigned
Valid values: A valid group name
No
<status>
Specifies the status associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list. Adding new values is also supported.
No
<priority>
Specifies the priority associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<is-active>
Specifies whether the incident is active
Valid values: true, false
No
<incident-area>
Specifies the incident area associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<configuration-item>
Specifies the configuration item associated with the incident record
Valid values: A valid configuration item name
No
<reported-by>
Name of the contact who reported the incident
Valid values: A valid name in the format - lastName,firstName,middleName
For example:
- If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
- If only last name exists, the value is - lastName.
- If last name and middle name exist, the value is - lastName,,middleName.
No
<affected-end-user>
Specifies the name of the end user who is affected by the incident
Valid values: A valid name in the format - lastName,firstName,middleName
For example:
- If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
- If only last name exists, the value is - lastName.
- If last name and middle name exist, the value is - lastName,,middleName.
No
<affected-end-user-id>
Specifies the user ID of the end user who is affected by the incident
Valid values: A valid user ID
No
<affected-end-user-location>
Specifies the location of the end user who is affected by the incident
Valid values: A valid location name
No
<affected-end-user-organization>
Specifies the organization of the end user who is affected by the incident
Valid values: A valid organization name
No
<summary>
Specifies a summary for the incident
Valid values: Any string value
No
<description>
Specifies a description for the incident
Valid values: Any string value
No
<problem>
Specifies the problem record associated with the incident
Valid values: A valid problem number
No
<change>
Specifies the change record associated with the incident record
Valid values: A valid change number
No
<caused-by-change-order>
Specifies the change record that caused the incident
Valid values: A valid change number
No
<incident-priority>
Specifies the priority associated with the incident
Valid values: A valid incident priority
No
<impact>
Specifies the impact associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<urgency>
Specifies the urgency associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<severity>
Specifies the severity associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<earliest-open-date>
Retrieves all incident records with <open-date> greater than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<latest-open-date>
Retrieves all incident records with <open-date> less than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<earliest-resolve-date>
Retrieves all incident records with <resolve-date> greater than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<latest-resolve-date>
Retrieves all incident records with <resolve-date> less than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<earliest-close-date>
Retrieves all incident records with <close-date> greater than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<latest-close-date>
Retrieves all incident records with <close-date> less than or equal to the value specified
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<parent>
Specifies the parent incident associated with the incident record
Valid values: A valid incident number
No
<is-child>
Specifies whether the incident record has a parent incident assigned
Valid values: true, false
No
<root-cause>
Specifies the root cause associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list. Adding new values is also supported.
No
<sla-violation>
Specifies whether the incident record is associated with a service level agreement (SLA) violation
Valid values: true, false
No
<is-template>
Specifies whether the incident record is a template
Valid values: true, false
No
<number-of-records>
Specifies the number of records to retrieve
At any time, a maximum of 250 records will be retrieved.
Valid values: Any positive integer
Default value: -1 (Retrieves all the records)
No
<additional-search-arguments>
Specifies the custom search query involving one or more attributes
Valid values: See the CA Service Desk application and its Technical Reference Guide for valid search query.
No
<update-parameters>
Specifies the parameters being updated in the incident record
You can specify the following XML elements within this element:
<affected-end-user><incident-area><status><priority><assignee><group><configuration-item><severity><urgency><impact><problem><call-back-date><root-cause><change><caused-by-change-order><outage-start-time><outage-end-time><summary><description><parent><template-name>
Yes
<affected-end-user>
Specifies a new value for the name of the end user who is affected by the incident
Valid values: A valid name in the format - lastName,firstName,middleName
For example:
- If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
- If only last name exists, the value is - lastName.
- If last name and middle name exist, the value is - lastName,,middleName.
No
<incident-area>
Specifies a new value for the incident area associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<status>
Specifies the new value for the status associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list. Adding new values is also supported.
No
<priority>
Specifies a new value for the priority associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<assignee>
Specifies a new value for the name of the person to whom the incident record is assigned
Note
If a group is also specified, the assignee should be a part of that group.
Valid values: A valid name in the format - lastName,firstName,middleName
For example:
- If last name, first name, and middle name exist, the value is - lastName,firstName,middleName.
- If only last name exists, the value is - lastName.
- If last name and middle name exist, the value is - lastName,,middleName.
No
<group>
Specifies a new value for the name of the group to which the incident record is assigned
Valid values: A valid group name
No
<configuration-item>
Specifies a new value for the configuration item associated with the incident record
Valid values: A valid configuration item name
No
<severity>
Specifies a new value for the severity associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<urgency>
Specifies a new value for the urgency associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<impact>
Specifies a new value for the impact associated with the incident
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list.
No
<problem>
Specifies a new value for the problem record associated with the incident
Valid values: A valid problem number
No
<call-back-date>
Specifies a new value for the callback date associated with the incident
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<root-cause>
Specifies a new value for the root cause associated with the incident record
Valid values: See the Administration section of the CA Service Desk application for a complete list of supported values.
Note
You can customize the existing default list. Adding new values is also supported.
No
<change>
Specifies a new value for the change record associated with the incident record
Valid values: A valid change number
No
<caused-by-change-order>
Specifies a new value for the change record that caused the incident
Valid values: A valid change number
No
<outage-start-time>
Specifies a new value for the outage start time associated with the incident
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<outage-end-time>
Specifies a new value for the outage end time associated with the incident
Valid values: DateTime in the format mm/dd/yyyy hh:mm am/pm. For example, 10/04/2011 09:27 pm.
No
<summary>
Specifies a new summary value for the incident
Valid values: Any string value
No
<description>
Specifies a new value for the description of the incident
Valid values: Any string value
No
<parent>
Specifies a new value for the parent incident associated with the incident record
Valid values: A valid incident number
No
<template-name>
Specifies the name of the template that will be used to create the change order
No
