Initial Author: Tim Torgenrud
Contributors: Tracy Neil
Connection Information for Remedy 8
The development application server for Remedy 8 is 'r8-app1-dev.stanford.edu' and, like the Remedy 7 environment, it can be reached at port 7150. The Remedy 8 environment is configured with encryption so you will need the encryption jar in addition to the Remedy 8 API jar. Like the Remedy 7 environment, you will need a service account for your API code to have access to the application server. For access to the jar files and/or to establish a service account in the Remedy 8 environment, please submit a HelpSU request.
Field Set for Incident Request Creation
The passel full of fields required for incident creation in the Remedy Incident form (HPD:Help Desk) has had some changes. IDs for several fields have been changed in order to work with the overlay and customization controls now available in Remedy 8.x. Requirements regarding field data presence, both static and dynamic, remain the same. (Changes to enumerated field values is covered in a following table.) Fields required for incident creation, including changes, are:
| Field Label | Remedy ID 7.1 | Remedy ID 8.x | Field Description | Static/Dynamic [Value] |
|---|---|---|---|---|
| Entry ID | 1 | 1 | Unique record key for a Remedy record (maintained and provided by the Remedy System) | - |
| Incident ID | 1000000161 | 1000000161 | Stanford incident identifier. User/client visible key for incidents. | Dynamic |
| Company | 1000000001 | 1000000001 | Identifies core holder for record data | Static[Stanford University] |
| Organization | 1000000010 | 1000000010 | Hierarchy site within Stanford University (e.g., Graduate School of Business) | Dynamic (but fixed data set) |
| Site |
260000001 |
Company Site | Static [Stanford University Main Campus] | |
| Department | 200000006 | 200000006 | Department within Stanford University (a subset derived from openLDAP ou listings) | Dynamic |
| Contact Company | 1000000082 | 1000000082 | Requester's Company (always Stanford University) | Static[Stanford University] |
| First Name | 1000000019 | 1000000019 | Requester's First Name | Dynamic |
| Last Name | 1000000018 | 1000000018 | Requester's Last Name | Dynamic |
| SUNet ID | 536871225 | 536871225 | Requester's SUNet ID | Dynamic |
| Requester Email | 536871239 | 1000000048 | Requester's Email address | Dynamic |
| Desk Location | 536871241 | 1000000035 | Requester's Physical address (not required) | Dynamic |
| Requestor OS | 700000035 | 700000035 | Requester's indicated operating system (not required) | Dynamic [enumerated field] |
| Phone Number | 1000000056 | 1000000056 | Requester's Phone Number | Dynamic |
| SU Affiliation | 536871238 | 536871238 | Requester's Stanford Affiliation | Dynamic [enumerated field] |
| Operational Categorization Tier 1 | 1000000063 | 1000000063 | Categorization Element for Incident (either set or empty) | Dynamic |
| Operational Categorization Tier 2 | 1000000064 | 1000000064 | Categorization Element for Incident (either set or empty) | Dynamic |
| Operational Categorization Tier 3 | 1000000065 | 1000000065 | Categorization Element for Incident (either set or empty) | Dynamic |
| Product Categorization Tier 1 | 200000003 | 200000003 | Categorization Element for Incident (either set or empty) | Dynamic |
| Product Categorization Tier 2 | 200000004 | 200000004 | Categorization Element for Incident (either set or empty) | Dynamic |
| Product Categorization Tier 3 | 200000005 | 200000005 | Categorization Element for Incident (either set or empty) | Dynamic |
| Description (Summary) | 1000000000 | 1000000000 | Description Summary for Incident | Dynamic |
| Detailed Description | 1000000151 | 1000000151 | Any and all requester-supplied information about the incident request (can be quite large) |
Dynamic |
| Incident Type | 700000048 | 700000048 | Type of incident submitted | Dynamic [enumerated field] |
| Service Type | 1000000099 | 1000000099 | Type of service for incident being requested | Static [0] |
| Submitter | 2 | 2 | Identifier (Remedy User login id) for request submission (e.g., [RemedyAPIUser] service account) |
Dynamic [valid user] |
| Assigned Group Uses OLA | 1000000572 | 1000000572 | Flag for request assignment policy acions trigger | Static [0] |
| Shifts Flag | 1000000296 | 1000000296 | Flag for request assignment policy actions trigger | Static [1] |
| Reported Source | 1000000215 | 1000000215 | Identifies the submitting service entity for the request (e.g., Phone, or Web Form SHC) (not required) |
Dynamic [enumerated field] |
| WebAuthed HelpSU Entry? | 700000220 | 700000220 | Indicates whether requester submitted request through an authenticated path (not required) |
Dynamic [enumerated field] |
| Reported Date | 1000000560 | 1000000560 | Reported Date (typically same as submit timestamp) (not required for Incident Submission but will mess up reporting if not present) |
Dynamic [Date format] |
| User Defined Field / Character Field 1 |
700000012 | 700000012 | Open value data field (not required for Incident submission) |
Dynamic |
| User Defined Field / Character Field 2 |
700000013 | 700000013 | Open value data field (not required for Incident submission) |
Dynamic |
HPD:WorkLog Field Set Changes
While most fields on the HPD:WorkLog are the same, there are a few ID changes within the form.
| Attachment 4 |
1000005735 |
700000021 |
Additional Attachment field (not required for Incident submission) |
Dynamic |
| Attachment 5 |
1000005736 |
700000022 |
Additional Attachment field (not required for Incident submission) | Dynamic |
Enumerated Values for Field Set for Incident Request Creation
Several of the fields required for Incident Request Creation are defined enumerated value sets. With the addition of overlay and customization controls in Remedy 8.x, many of the values within the enumerated sets has changed. Enumerated value sets from the fields identified above are listed below.
SU Affiliation (field ID 536871238):
| Label | Value |
|---|---|
| Faculty | 0 |
| Staff | 1 |
| Student | 2 |
| Other | 3 |
| Alumni | 4 |
Webauthed HelpSU Entry? (field ID 700000220):
| Label | Value |
|---|---|
| No | 0 |
| Yes | 1 |
Reported Source (field ID 1000000215):
| Label | Value |
|---|---|
| Direct Input | 1000 |
| 2000 | |
| External Escalation | 3000 |
| Fax | 4000 |
| Systems Management | 5000 |
| Phone | 6000 |
| Voice Mail | 7000 |
| Walk In | 8000 |
| Web | 9000 |
| Other | 10000 |
| Web Form HelpSU | 1100051 |
| Web Form GSB | 1200051 |
| Web Form OOD | 1300051 |
| Web Form BenefitSU | 1400051 |
| Web Form SEQ2 | 1600051 |
| Web Form RDE | 1700051 |
| Web Form SHC | 1800051 |
| Web Form Service Alerts | 1900051 |
Menu Values for Field Set for Incident Request Creation
Several of the fields for Incident Request Creation have defined and expected menu values. These expected values are listed below.
Incident Type (field ID 700000048):
| Values |
|---|
| Incident |
| Order |
| Project |
| Request |
| AS JIRA |
| Service Alert |
Requestor OS (field ID 700000035):
| Values |
|---|
| Android |
| iOS |
| Mac 10x |
| Unix/Linux |
| Win 7 |
| Win 8 |
| Other |
