Ivanti Service Manager
Ivanti Service Manager Integration with Autom Mate
Introduction
This document provides a comprehensive guide for integrating Ivanti Service Manager with Autom Mate. It includes credential setup, details about available actions, and step-by-step instructions for leveraging Autom Mate to automate IT service management processes.
What is Ivanti Service Manager?
Ivanti Service Manager is a robust IT service management (ITSM) solution that supports organizations in managing incidents, service requests, problems, and changes. It provides a centralized platform for streamlining IT operations and delivering exceptional service experiences.
Autom Mate Integration with Ivanti Service Manager
The Autom Mate integration with Ivanti Service Manager enables users to automate a wide range of IT service management workflows. Autom Mate offers predefined actions that interact seamlessly with Ivanti Service Manager’s APIs, allowing users to create, update, and retrieve records, manage incidents, and streamline service operations.
Credentials
To connect Autom Mate to Ivanti Service Manager, credentials must be added to the Autom Mate Vault. The integration uses API-KEY Authentication.
API-KEY Authentication
API-KEY Authentication ensures secure communication with Ivanti Service Manager using an API URL and API Key.
Steps to Add Credential
1
Navigate to the Vault and click Add New Credential.
2
Fill in the required fields:
Connector Name: Provide a friendly, globally recognizable name for the connection.
Authentication Type: Select
API-KEY.API URL: Enter the Ivanti API URL provided by your Ivanti Service Manager administrator.
API Key: Provide the API Key for your Ivanti Service Manager product.
3
Save the credential to complete the setup.
These credentials ensure secure communication between Autom Mate and Ivanti Service Manager, enabling authorized access to perform actions.
How to Use Actions
Create Incident
Description and Purpose
The Create Incident action allows users to create a new incident record in Ivanti Service Manager. Users can define the required fields through the data manager, and the outputs will vary depending on the configured fields.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the Create Incident action.
3
Configure the required fields using the data manager.
4
Execute the action to create the incident.
Inputs
Default Inputs: None. Users can configure the required fields using the data manager.
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti Create Incident",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [
{
"name": "ActualCategory_Valid",
"type": "string",
"value": "14348C1FFA044D8AB1E93005B4A0A287",
"description": "",
"display_name": "ActualCategory_Valid"
},
{
"name": "ActualCategory",
"type": "string",
"value": "Missing Item",
"description": "",
"display_name": "ActualCategory"
},
{
"name": "Category_Valid",
"type": "string",
"value": "14348C1FFA044D8AB1E93005B4A0A287",
"description": "",
"display_name": "Category_Valid"
},
{
"name": "Category",
"type": "string",
"value": "Missing Item",
"description": "",
"display_name": "Category"
},
{
"name": "CauseCode_Valid",
"type": "string",
"value": "E2489F3F7DA34B898CCD9569CA5541F2",
"description": "",
"display_name": "CauseCode_Valid"
},
{
"name": "CauseCode",
"type": "string",
"value": "Other",
"description": "",
"display_name": "CauseCode"
},
{
"name": "ClosedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "ClosedBy"
},
{
"name": "ClosedDateTime",
"type": "string",
"value": "2023-12-16T08:09:48Z",
"description": "",
"display_name": "ClosedDateTime"
},
{
"name": "ClosedDuration",
"type": "number",
"value": 520020,
"description": "",
"display_name": "ClosedDuration"
},
{
"name": "CreatedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "CreatedBy"
},
{
"name": "CreatedDateTime",
"type": "string",
"value": "2023-12-10T07:42:48Z",
"description": "",
"display_name": "CreatedDateTime"
},
{
"name": "Email",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "Email"
},
{
"name": "FirstCallResolution",
"type": "boolean",
"value": false,
"description": "",
"display_name": "FirstCallResolution"
},
{
"name": "Impact_Valid",
"type": "string",
"value": "1AFFC174C7EA4AB79CCA6B15EB67006D",
"description": "",
"display_name": "Impact_Valid"
},
{
"name": "Impact",
"type": "string",
"value": "Medium",
"description": "",
"display_name": "Impact"
},
{
"name": "IsNotification",
"type": "boolean",
"value": true,
"description": "",
"display_name": "IsNotification"
},
{
"name": "IsVIP",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsVIP"
},
{
"name": "IsWorkAround",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsWorkAround"
},
{
"name": "LastModBy",
"type": "string",
"value": "Johnny.Ivanti",
"description": "",
"display_name": "LastModBy"
},
{
"name": "LastModDateTime",
"type": "string",
"value": "2024-06-29T06:25:04.36Z",
"description": "",
"display_name": "LastModDateTime"
},
{
"name": "Phone",
"type": "string",
"value": "+61.2.8080.3300\r\n",
"description": "",
"display_name": "Phone"
},
{
"name": "Priority_Valid",
"type": "string",
"value": "29CD5D78E16F4D82916C3E933A600096",
"description": "",
"display_name": "Priority_Valid"
},
{
"name": "Priority",
"type": "string",
"value": "3",
"description": "",
"display_name": "Priority"
},
{
"name": "ProfileFullName",
"type": "string",
"value": "Karen R Davidson",
"description": "",
"display_name": "ProfileFullName"
},
{
"name": "ProfileLink_Category",
"type": "string",
"value": "Employee",
"description": "",
"display_name": "ProfileLink_Category"
},
{
"name": "ProfileLink_RecID",
"type": "string",
"value": "E07CFB09AB324E0E8D49993D3F0C3C75",
"description": "",
"display_name": "ProfileLink_RecID"
},
{
"name": "ProfileLink",
"type": "string",
"value": "E07CFB09AB324E0E8D49993D3F0C3C75",
"description": "",
"display_name": "ProfileLink"
},
{
"name": "Resolution",
"type": "string",
"value": "Resolved with user",
"description": "",
"display_name": "Resolution"
},
{
"name": "Service_Valid",
"type": "string",
"value": "1D2C6534C7F247B3A81DF7C205F48DCA",
"description": "",
"display_name": "Service_Valid"
},
{
"name": "Service",
"type": "string",
"value": "Facilities Management",
"description": "",
"display_name": "Service"
},
{
"name": "SLA",
"type": "string",
"value": "",
"description": "",
"display_name": "SLA"
},
{
"name": "SLALink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink_Category"
},
{
"name": "SLALink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink_RecID"
},
{
"name": "SLALink",
"type": "string",
"value": "",
"description": "",
"display_name": "SLALink"
},
{
"name": "Source_Valid",
"type": "string",
"value": "FF0467C231124B2FA2DB2156632C8A92",
"description": "",
"display_name": "Source_Valid"
},
{
"name": "Source",
"type": "string",
"value": "Email",
"description": "",
"display_name": "Source"
},
{
"name": "Status_Valid",
"type": "string",
"value": "2905321A3B12477A82E94E289F47786B",
"description": "",
"display_name": "Status_Valid"
},
{
"name": "Status",
"type": "string",
"value": "Closed",
"description": "",
"display_name": "Status"
},
{
"name": "Subject",
"type": "string",
"value": "Remote control for projector in Boardroom is are missing ",
"description": "",
"display_name": "Subject"
},
{
"name": "Symptom",
"type": "string",
"value": "This is an issue as it is roof mounted and cannot be switched on/off without the remote",
"description": "",
"display_name": "Symptom"
},
{
"name": "Urgency_Valid",
"type": "string",
"value": "44021B6CC6E44E598868C4B3306053AE",
"description": "",
"display_name": "Urgency_Valid"
},
{
"name": "Urgency",
"type": "string",
"value": "Medium",
"description": "",
"display_name": "Urgency"
},
{
"name": "LoginId",
"type": "string",
"value": "KDavidson",
"description": "",
"display_name": "LoginId"
},
{
"name": "Owner_Valid",
"type": "string",
"value": "5918944FE08C4F088C5E02E27DB7C6E3",
"description": "",
"display_name": "Owner_Valid"
},
{
"name": "Owner",
"type": "string",
"value": "Jacob.Clerk",
"description": "",
"display_name": "Owner"
},
{
"name": "OwnerTeam_Valid",
"type": "string",
"value": "2E4BABD54FB9420D94F836F0D9B80C47",
"description": "",
"display_name": "OwnerTeam_Valid"
},
{
"name": "OwnerTeam",
"type": "string",
"value": "Service Desk",
"description": "",
"display_name": "OwnerTeam"
},
{
"name": "OwnerType",
"type": "string",
"value": "Profile.Employee",
"description": "",
"display_name": "OwnerType"
},
{
"name": "IsNewRecord",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsNewRecord"
},
{
"name": "AlternateContactLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink_Category"
},
{
"name": "AlternateContactLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink_RecID"
},
{
"name": "AlternateContactLink",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactLink"
},
{
"name": "ResolvedDateTime",
"type": "string",
"value": "2023-12-13T07:42:48Z",
"description": "",
"display_name": "ResolvedDateTime"
},
{
"name": "ResolvedBy",
"type": "string",
"value": "JClerk",
"description": "",
"display_name": "ResolvedBy"
},
{
"name": "HoursOfOperation_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "HoursOfOperation_Valid"
},
{
"name": "HoursOfOperation",
"type": "string",
"value": "Weekly HOP",
"description": "",
"display_name": "HoursOfOperation"
},
{
"name": "OwnerEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnerEmail"
},
{
"name": "OwnerTeamEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnerTeamEmail"
},
{
"name": "OwnershipAssignmentEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "OwnershipAssignmentEmail"
},
{
"name": "CustomerLocation_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "CustomerLocation_Valid"
},
{
"name": "CustomerLocation",
"type": "string",
"value": "Western Europe",
"description": "",
"display_name": "CustomerLocation"
},
{
"name": "IsReportedByAlternateContact",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsReportedByAlternateContact"
},
{
"name": "ResolutionEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ResolutionEscLink_Category"
},
{
"name": "ResolutionEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolutionEscLink_RecID"
},
{
"name": "ResolutionEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolutionEscLink"
},
{
"name": "ResponseEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ResponseEscLink_Category"
},
{
"name": "ResponseEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ResponseEscLink_RecID"
},
{
"name": "ResponseEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ResponseEscLink"
},
{
"name": "WaitingEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "WaitingEscLink_Category"
},
{
"name": "WaitingEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "WaitingEscLink_RecID"
},
{
"name": "WaitingEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "WaitingEscLink"
},
{
"name": "ClosingEscLink_Category",
"type": "string",
"value": "Frs_data_escalation_watch",
"description": "",
"display_name": "ClosingEscLink_Category"
},
{
"name": "ClosingEscLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ClosingEscLink_RecID"
},
{
"name": "ClosingEscLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ClosingEscLink"
},
{
"name": "AlternateContactEmail",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactEmail"
},
{
"name": "OrganizationUnitID",
"type": "string",
"value": "",
"description": "",
"display_name": "OrganizationUnitID"
},
{
"name": "ReportingOrgUnitID_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportingOrgUnitID_Valid"
},
{
"name": "ReportingOrgUnitID",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportingOrgUnitID"
},
{
"name": "TypeOfIncident",
"type": "string",
"value": "Failure",
"description": "",
"display_name": "TypeOfIncident"
},
{
"name": "AlternateContactPhone",
"type": "string",
"value": "",
"description": "",
"display_name": "AlternateContactPhone"
},
{
"name": "TeamManagerEmail",
"type": "string",
"value": "[email protected]",
"description": "",
"display_name": "TeamManagerEmail"
},
{
"name": "ProblemLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink_Category"
},
{
"name": "ProblemLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink_RecID"
},
{
"name": "ProblemLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ProblemLink"
},
{
"name": "CustomerDepartment",
"type": "string",
"value": "Accounting",
"description": "",
"display_name": "CustomerDepartment"
},
{
"name": "ActualService_Valid",
"type": "string",
"value": "1D2C6534C7F247B3A81DF7C205F48DCA",
"description": "",
"display_name": "ActualService_Valid"
},
{
"name": "ActualService",
"type": "string",
"value": "Facilities Management",
"description": "",
"display_name": "ActualService"
},
{
"name": "CostPerMinute_Currency",
"type": "string",
"value": "USD",
"description": "",
"display_name": "CostPerMinute_Currency"
},
{
"name": "CostPerMinute_CurrencyValid",
"type": "string",
"value": "",
"description": "",
"display_name": "CostPerMinute_CurrencyValid"
},
{
"name": "CostPerMinute",
"type": "string",
"value": "0.4000",
"description": "",
"display_name": "CostPerMinute"
},
{
"name": "IsInFinalState",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsInFinalState"
},
{
"name": "IsReclassifiedForResolution",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsReclassifiedForResolution"
},
{
"name": "KnowledgeLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink_Category"
},
{
"name": "KnowledgeLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink_RecID"
},
{
"name": "KnowledgeLink",
"type": "string",
"value": "",
"description": "",
"display_name": "KnowledgeLink"
},
{
"name": "PreviousState",
"type": "string",
"value": "",
"description": "",
"display_name": "PreviousState"
},
{
"name": "ResolvedByIncidentNumber",
"type": "string",
"value": "",
"description": "",
"display_name": "ResolvedByIncidentNumber"
},
{
"name": "TotalTimeSpent",
"type": "number",
"value": 170,
"description": "",
"display_name": "TotalTimeSpent"
},
{
"name": "RespondedBy",
"type": "string",
"value": "",
"description": "",
"display_name": "RespondedBy"
},
{
"name": "RespondedDateTime",
"type": "string",
"value": "",
"description": "",
"display_name": "RespondedDateTime"
},
{
"name": "OrgUnitLink_Category",
"type": "string",
"value": "OrganizationalUnit",
"description": "",
"display_name": "OrgUnitLink_Category"
},
{
"name": "OrgUnitLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "OrgUnitLink_RecID"
},
{
"name": "OrgUnitLink",
"type": "string",
"value": "",
"description": "",
"display_name": "OrgUnitLink"
},
{
"name": "OwningOrgUnitId_Valid",
"type": "string",
"value": "FA9C9DD75EF9455CBC892F65691A1E7F",
"description": "",
"display_name": "OwningOrgUnitId_Valid"
},
{
"name": "OwningOrgUnitId",
"type": "string",
"value": "Corporate IT Operations",
"description": "",
"display_name": "OwningOrgUnitId"
},
{
"name": "ProgressBarPosition",
"type": "string",
"value": "5",
"description": "",
"display_name": "ProgressBarPosition"
},
{
"name": "ResolvedByType",
"type": "string",
"value": "Agent",
"description": "",
"display_name": "ResolvedByType"
},
{
"name": "ReportedBy",
"type": "string",
"value": "",
"description": "",
"display_name": "ReportedBy"
},
{
"name": "NewNotes",
"type": "string",
"value": "",
"description": "",
"display_name": "NewNotes"
},
{
"name": "CreatedByType",
"type": "string",
"value": "Web Client",
"description": "",
"display_name": "CreatedByType"
},
{
"name": "SLADisplayText",
"type": "string",
"value": "",
"description": "",
"display_name": "SLADisplayText"
},
{
"name": "ServiceReqLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "ServiceReqLink_Category"
},
{
"name": "ServiceReqLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ServiceReqLink_RecID"
},
{
"name": "ServiceReqLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ServiceReqLink"
},
{
"name": "Cost_Currency",
"type": "string",
"value": "USD",
"description": "",
"display_name": "Cost_Currency"
},
{
"name": "Cost_CurrencyValid",
"type": "string",
"value": "146723BF5B8F45FBBC59240C28E3DBC8",
"description": "",
"display_name": "Cost_CurrencyValid"
},
{
"name": "Cost",
"type": "string",
"value": "1.0000",
"description": "",
"display_name": "Cost"
},
{
"name": "IncidentDetailWorkflowTag",
"type": "string",
"value": "",
"description": "",
"display_name": "IncidentDetailWorkflowTag"
},
{
"name": "IncidentDetailSummary",
"type": "string",
"value": "",
"description": "",
"display_name": "IncidentDetailSummary"
},
{
"name": "IsApprovalNeeded",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsApprovalNeeded"
},
{
"name": "Approver_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "Approver_Valid"
},
{
"name": "Approver",
"type": "string",
"value": "",
"description": "",
"display_name": "Approver"
},
{
"name": "IsDSMTaskExisted",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsDSMTaskExisted"
},
{
"name": "ApprovalStatus",
"type": "string",
"value": "",
"description": "",
"display_name": "ApprovalStatus"
},
{
"name": "SocialTextHeader",
"type": "string",
"value": "Incident 10244: Remote control for projector in Boardroom is are missing ",
"description": "",
"display_name": "SocialTextHeader"
},
{
"name": "Subcategory_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "Subcategory_Valid"
},
{
"name": "Subcategory",
"type": "string",
"value": "",
"description": "",
"display_name": "Subcategory"
},
{
"name": "helpdesk_Priority_Valid",
"type": "string",
"value": "",
"description": "",
"display_name": "helpdesk_Priority_Valid"
},
{
"name": "helpdesk_Priority",
"type": "string",
"value": "",
"description": "",
"display_name": "helpdesk_Priority"
},
{
"name": "ViewType",
"type": "string",
"value": "",
"description": "",
"display_name": "ViewType"
},
{
"name": "IncidentNetworkUserName",
"type": "string",
"value": "",
"description": "",
"display_name": "IncidentNetworkUserName"
},
{
"name": "SendSurveyNotification",
"type": "boolean",
"value": false,
"description": "",
"display_name": "SendSurveyNotification"
},
{
"name": "EntityLink_Category",
"type": "string",
"value": "OrganizationalUnit",
"description": "",
"display_name": "EntityLink_Category"
},
{
"name": "EntityLink_RecID",
"type": "string",
"value": "815EF0374C67434E9BD6967468F95F74",
"description": "",
"display_name": "EntityLink_RecID"
},
{
"name": "EntityLink",
"type": "string",
"value": "815EF0374C67434E9BD6967468F95F74",
"description": "",
"display_name": "EntityLink"
},
{
"name": "EventCIRecId",
"type": "string",
"value": "",
"description": "",
"display_name": "EventCIRecId"
},
{
"name": "IsMasterIncident",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsMasterIncident"
},
{
"name": "IsResolvedByMaster",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsResolvedByMaster"
},
{
"name": "MasterIncidentLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "MasterIncidentLink_Category"
},
{
"name": "MasterIncidentLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "MasterIncidentLink_RecID"
},
{
"name": "MasterIncidentLink",
"type": "string",
"value": "",
"description": "",
"display_name": "MasterIncidentLink"
},
{
"name": "ServiceOwnerEmail",
"type": "string",
"value": "",
"description": "",
"display_name": "ServiceOwnerEmail"
},
{
"name": "IsRelatedIncidentUpdate",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsRelatedIncidentUpdate"
},
{
"name": "IsRelatedIncidentResolutionUpdate",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsRelatedIncidentResolutionUpdate"
},
{
"name": "IsUnRead",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsUnRead"
},
{
"name": "HRCaseLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "HRCaseLink_Category"
},
{
"name": "HRCaseLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "HRCaseLink_RecID"
},
{
"name": "HRCaseLink",
"type": "string",
"value": "",
"description": "",
"display_name": "HRCaseLink"
},
{
"name": "ivnt_RequestforInformationorData",
"type": "boolean",
"value": false,
"description": "",
"display_name": "ivnt_RequestforInformationorData"
},
{
"name": "ivnt_UpdateRFI",
"type": "string",
"value": "",
"description": "",
"display_name": "ivnt_UpdateRFI"
},
{
"name": "AddChatconversationtoActivityHistory",
"type": "boolean",
"value": false,
"description": "",
"display_name": "AddChatconversationtoActivityHistory"
},
{
"name": "ivnt_TeamsUserDetailsLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "ivnt_TeamsUserDetailsLink_Category"
},
{
"name": "ivnt_TeamsUserDetailsLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "ivnt_TeamsUserDetailsLink_RecID"
},
{
"name": "ivnt_TeamsUserDetailsLink",
"type": "string",
"value": "",
"description": "",
"display_name": "ivnt_TeamsUserDetailsLink"
},
{
"name": "VirimaAssetID",
"type": "string",
"value": "",
"description": "",
"display_name": "VirimaAssetID"
},
{
"name": "RecommendedCategory",
"type": "string",
"value": "",
"description": "",
"display_name": "RecommendedCategory"
},
{
"name": "RecommendedService",
"type": "string",
"value": "",
"description": "",
"display_name": "RecommendedService"
},
{
"name": "RecommendedSubCategory",
"type": "string",
"value": "",
"description": "",
"display_name": "RecommendedSubCategory"
},
{
"name": "Accuracy",
"type": "string",
"value": "",
"description": "",
"display_name": "Accuracy"
},
{
"name": "IsRecommended",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsRecommended"
},
{
"name": "RecomService",
"type": "string",
"value": "",
"description": "",
"display_name": "RecomService"
},
{
"name": "RecomCategory",
"type": "string",
"value": "",
"description": "",
"display_name": "RecomCategory"
},
{
"name": "RecomSubCategory",
"type": "string",
"value": "",
"description": "",
"display_name": "RecomSubCategory"
},
{
"name": "IsRunTicketClassification",
"type": "boolean",
"value": false,
"description": "",
"display_name": "IsRunTicketClassification"
},
{
"name": "GRCRiskLink_Category",
"type": "string",
"value": "",
"description": "",
"display_name": "GRCRiskLink_Category"
},
{
"name": "GRCRiskLink_RecID",
"type": "string",
"value": "",
"description": "",
"display_name": "GRCRiskLink_RecID"
},
{
"name": "GRCRiskLink",
"type": "string",
"value": "",
"description": "",
"display_name": "GRCRiskLink"
},
{
"name": "nrn_SummaryHistory",
"type": "string",
"value": "",
"description": "",
"display_name": "nrn_SummaryHistory"
}
],
"display_names": {},
"input_value_options": {},
"outsource_field_map": {},
"sample_response": {
"key": "output",
"value": {
"@odata.context": "https://autommate-try.trysaasiteu.com/api/odata/$metadata#incidents/$entity",
"ActualCategory_Valid": null,
"ActualCategory": null,
"Category_Valid": null,
"Category": null,
"CauseCode_Valid": null,
"CauseCode": null,
"ClosedBy": null,
"ClosedDateTime": null,
"ClosedDuration": null,
"CreatedBy": "Admin",
"CreatedDateTime": "2024-11-26T14:46:56Z",
"Email": "[email protected]",
"FirstCallResolution": false,
"Impact_Valid": null,
"Impact": null,
"IncidentNumber": 12279,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "Admin",
"LastModDateTime": "2024-11-26T14:46:58Z",
"Phone": "+1 (312) 9 3833",
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Todd G Diggins",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "56C096191C854C9ABEB10DFD5594DAA1",
"ProfileLink": "56C096191C854C9ABEB10DFD5594DAA1",
"RecId": "DC339F22FE4446C1B830978F732E863C",
"Resolution": null,
"Service_Valid": "A912E98E55844765934A787FF3586F34",
"Service": "Service Desk",
"SLA": "",
"SLALink_Category": null,
"SLALink_RecID": null,
"SLALink": null,
"Source_Valid": "EF789CE160E742F99623DBB4D29C045C",
"Source": "Phone",
"Status_Valid": "EAB221009EE34AB4BC1D14A42ED099AA",
"Status": "Active",
"Subject": "Brief summary of the incident.",
"Symptom": "Detailed description of the issue.",
"Urgency_Valid": null,
"Urgency": null,
"LoginId": "Todd.Diggins",
"Owner_Valid": "FB884D18F7B746A0992880F2DFFE749C",
"Owner": "Admin",
"OwnerTeam_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"OwnerTeam": "Service Desk",
"OwnerType": "Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": null,
"ResolvedBy": null,
"HoursOfOperation_Valid": "FF57246B2E0047D193C1AEC1011D746B",
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": "[email protected]",
"OwnerTeamEmail": "[email protected]",
"OwnershipAssignmentEmail": "[email protected]",
"CustomerLocation_Valid": "B33153FEF4014CC6BAC40581564BC5E9",
"CustomerLocation": "Chicago",
"IsReportedByAlternateContact": false,
"ResolutionEscLink_Category": null,
"ResolutionEscLink_RecID": null,
"ResolutionEscLink": null,
"ResponseEscLink_Category": null,
"ResponseEscLink_RecID": null,
"ResponseEscLink": null,
"WaitingEscLink_Category": null,
"WaitingEscLink_RecID": null,
"WaitingEscLink": null,
"ClosingEscLink_Category": null,
"ClosingEscLink_RecID": null,
"ClosingEscLink": null,
"AlternateContactEmail": null,
"OrganizationUnitID": "HR Generalists",
"ReportingOrgUnitID_Valid": "B4A07EDD497040A2BD14CB0182F517DB",
"ReportingOrgUnitID": "HR Generalists",
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "[email protected]",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": "Corporate HR",
"ActualService_Valid": "A912E98E55844765934A787FF3586F34",
"ActualService": "Service Desk",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.4000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": null,
"RespondedBy": null,
"RespondedDateTime": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": "B4A07EDD497040A2BD14CB0182F517DB",
"OrgUnitLink": "B4A07EDD497040A2BD14CB0182F517DB",
"OwningOrgUnitId_Valid": "4A05123D660F408997A4FEE714DAD111",
"OwningOrgUnitId": "GMI",
"ProgressBarPosition": "3",
"ResolvedByType": null,
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Web Client",
"SLADisplayText": "",
"ServiceReqLink_Category": null,
"ServiceReqLink_RecID": null,
"ServiceReqLink": null,
"ReadOnly": false,
"Cost_Currency": "USD",
"Cost_CurrencyValid": null,
"Cost": "0.0000",
"IncidentDetailWorkflowTag": null,
"IncidentDetailSummary": null,
"IsApprovalNeeded": false,
"Approver_Valid": "7B1B28CCE24E4E82B8A90FFBB251FAFB",
"Approver": "[email protected]",
"IsDSMTaskExisted": false,
"ApprovalStatus": null,
"SocialTextHeader": "Incident 12279: Brief summary of the incident.",
"Subcategory_Valid": null,
"Subcategory": null,
"helpdesk_Priority_Valid": null,
"helpdesk_Priority": null,
"ViewType": null,
"IncidentNetworkUserName": "Todd.Diggins",
"SendSurveyNotification": true,
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "B4A07EDD497040A2BD14CB0182F517DB",
"EntityLink": "B4A07EDD497040A2BD14CB0182F517DB",
"EventCIRecId": null,
"IsMasterIncident": false,
"IsResolvedByMaster": false,
"MasterIncidentLink_Category": null,
"MasterIncidentLink_RecID": null,
"MasterIncidentLink": null,
"ServiceOwnerEmail": "[email protected]",
"IsRelatedIncidentUpdate": false,
"IsRelatedIncidentResolutionUpdate": false,
"IsUnRead": false,
"HRCaseLink_Category": null,
"HRCaseLink_RecID": null,
"HRCaseLink": null,
"ivnt_RequestforInformationorData": false,
"ivnt_UpdateRFI": "Chat Incident(s)",
"AddChatconversationtoActivityHistory": false,
"ivnt_TeamsUserDetailsLink_Category": null,
"ivnt_TeamsUserDetailsLink_RecID": null,
"ivnt_TeamsUserDetailsLink": null,
"VirimaAssetID": null,
"RecommendedCategory": null,
"RecommendedService": null,
"RecommendedSubCategory": null,
"Accuracy": null,
"IsRecommended": false,
"RecomService": null,
"RecomCategory": null,
"RecomSubCategory": null,
"IsRunTicketClassification": true,
"GRCRiskLink_Category": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"nrn_SummaryHistory": null
}
}
}Upload Attachments
Description and Purpose
The Upload Attachments action allows users to attach files to a specific business object in Ivanti Service Manager.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the Upload Attachments action.
3
Provide the required fields: Business Object, Object ID, and File Path.
4
Execute the action to upload the attachment.
Inputs
Business Object (Required): Specify the business object. (e.g., Select/Type Text)
Object ID (Required): Provide the unique ID of the object. (Example:
860C612E5979498DA11F6AE20221E1D4)File Path (Required): Specify the file path to the attachment. (Example:
mate:/test.jpg)
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti Upload Attachment",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [],
"display_names": {},
"input_value_options": {
"business_objects": {
"type": "select",
"option_fill_type": "static",
"option_configuration": [
{
"name": "Changes",
"value": "change"
},
{
"name": "Configuration Items",
"value": "ci"
},
{
"name": "Employees",
"value": "employee"
},
{
"name": "GRC Risks",
"value": "ivnt_grcrisk"
},
{
"name": "Incidents",
"value": "incident"
},
{
"name": "Knowledge Articles",
"value": "frs_knowledge"
},
{
"name": "Problems",
"value": "problem"
},
{
"name": "Projects",
"value": "frs_project"
},
{
"name": "Purchase Line Items",
"value": "ivnt_purchaselineitem"
},
{
"name": "Release Projects",
"value": "releaseproject"
},
{
"name": "Requests",
"value": "request"
},
{
"name": "Security Incidents",
"value": "ivnt_securityincident"
},
{
"name": "Service Agreements",
"value": "serviceagreement"
},
{
"name": "Service Requests",
"value": "servicereq"
},
{
"name": "Tasks",
"value": "task"
}
]
}
},
"outsource_field_map": {},
"sample_response": {
"key": "output",
"value": [
{
"FileName": "Screenshot_1.png",
"IsUploaded": true,
"Message": "1393E32A04114BAB83893699D9C92A02"
}
]
}
}View an Attachment
Description and Purpose
The View an Attachment action retrieves and processes a specified attachment. Users can choose to receive the attachment as a Base64 string or save it to Mate Drive.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the View an Attachment action.
3
Provide the required fields: Attachment ID and Output Type.
4
If Output Type is Save to Mate Drive, specify the File Name and Folder Path.
5
Execute the action to retrieve or save the attachment.
Inputs
Attachment ID (Required): Specify the unique ID of the attachment. (Example:
ECD1446245AA4844A2B83FCF22512600)Output Type (Required): Choose the output format:
Base64 codeorSave to Mate Drive. (e.g., Select/Type Text)File Name: If saving to Mate Drive, specify the file name. (Example:
test.pngorpayment.xlsx)Folder Path: If saving to Mate Drive, specify the folder path. (Example:
mate:/ormate:/foldername)
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti Upload Attachment",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [],
"display_names": {},
"input_value_options": {
"choose": {
"type": "select",
"option_fill_type": "static",
"option_configuration": [
{
"name": "Base64 code",
"value": "base64"
},
{
"name": "Save to Mate Drive",
"value": "mate"
}
]
}
},
"outsource_field_map": {},
"sample_response": {
"key": "output",
"value": {
"response": "code"
}
}
}View an Incident
Description and Purpose
The View an Incident action retrieves details of a specified incident in Ivanti Service Manager.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the View an Incident action.
3
Provide the required field: Incident.
4
Execute the action to retrieve incident details.
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti View an Incident",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [],
"display_names": {},
"input_value_options": {
"incident": {
"type": "string",
"option_fill_type": "dynamic",
"option_configuration": {
"path": "/api/odata/businessobject/incidents?$top=100",
"type": "select",
"method": "GET",
"field_map": {
"path": "value",
"value": "*.RecId",
"display_name": "*.Subject"
},
"body_param": {},
"field_path": "",
"query_param": {}
}
}
},
"outsource_field_map": {},
"sample_response": {
"key": "output",
"value": {
"@odata.context": "https://autommate-try.trysaasiteu.com/api/odata/$metadata#incidents/$entity",
"ActualCategory_Valid": "14348C1FFA044D8AB1E93005B4A0A287",
"ActualCategory": "Missing Item",
"Category_Valid": "14348C1FFA044D8AB1E93005B4A0A287",
"Category": "Missing Item",
"CauseCode_Valid": "E2489F3F7DA34B898CCD9569CA5541F2",
"CauseCode": "Other",
"ClosedBy": "JClerk",
"ClosedDateTime": "2023-12-16T08:09:48Z",
"ClosedDuration": 520020,
"CreatedBy": "JClerk",
"CreatedDateTime": "2023-12-10T07:42:48Z",
"Email": "[email protected]",
"FirstCallResolution": false,
"Impact_Valid": "1AFFC174C7EA4AB79CCA6B15EB67006D",
"Impact": "Medium",
"IncidentNumber": 10244,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "Johnny.Ivanti",
"LastModDateTime": "2024-06-29T06:25:04.36Z",
"Phone": "+61.2.8080.3300\r\n",
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Karen R Davidson",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "E07CFB09AB324E0E8D49993D3F0C3C75",
"ProfileLink": "E07CFB09AB324E0E8D49993D3F0C3C75",
"RecId": "003B58C0B4554E4BAA30DFD88876582A",
"Resolution": "Resolved with user",
"Service_Valid": "1D2C6534C7F247B3A81DF7C205F48DCA",
"Service": "Facilities Management",
"SLA": "",
"SLALink_Category": null,
"SLALink_RecID": null,
"SLALink": null,
"Source_Valid": "FF0467C231124B2FA2DB2156632C8A92",
"Source": "Email",
"Status_Valid": "2905321A3B12477A82E94E289F47786B",
"Status": "Closed",
"Subject": "Remote control for projector in Boardroom is are missing ",
"Symptom": "This is an issue as it is roof mounted and cannot be switched on/off without the remote",
"Urgency_Valid": "44021B6CC6E44E598868C4B3306053AE",
"Urgency": "Medium",
"LoginId": "KDavidson",
"Owner_Valid": "5918944FE08C4F088C5E02E27DB7C6E3",
"Owner": "Jacob.Clerk",
"OwnerTeam_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"OwnerTeam": "Service Desk",
"OwnerType": "Profile.Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": "2023-12-13T07:42:48Z",
"ResolvedBy": "JClerk",
"HoursOfOperation_Valid": null,
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": "[email protected]",
"OwnerTeamEmail": "[email protected]",
"OwnershipAssignmentEmail": "[email protected]",
"CustomerLocation_Valid": null,
"CustomerLocation": "Western Europe",
"IsReportedByAlternateContact": false,
"ResolutionEscLink_Category": "Frs_data_escalation_watch",
"ResolutionEscLink_RecID": null,
"ResolutionEscLink": null,
"ResponseEscLink_Category": "Frs_data_escalation_watch",
"ResponseEscLink_RecID": null,
"ResponseEscLink": null,
"WaitingEscLink_Category": "Frs_data_escalation_watch",
"WaitingEscLink_RecID": null,
"WaitingEscLink": null,
"ClosingEscLink_Category": "Frs_data_escalation_watch",
"ClosingEscLink_RecID": null,
"ClosingEscLink": null,
"AlternateContactEmail": null,
"OrganizationUnitID": null,
"ReportingOrgUnitID_Valid": null,
"ReportingOrgUnitID": null,
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "[email protected]",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": "Accounting",
"ActualService_Valid": "1D2C6534C7F247B3A81DF7C205F48DCA",
"ActualService": "Facilities Management",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.4000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": 170.00,
"RespondedBy": null,
"RespondedDateTime": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": null,
"OrgUnitLink": null,
"OwningOrgUnitId_Valid": "FA9C9DD75EF9455CBC892F65691A1E7F",
"OwningOrgUnitId": "Corporate IT Operations",
"ProgressBarPosition": "5",
"ResolvedByType": "Agent",
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Web Client",
"SLADisplayText": "",
"ServiceReqLink_Category": null,
"ServiceReqLink_RecID": null,
"ServiceReqLink": null,
"ReadOnly": true,
"Cost_Currency": "USD",
"Cost_CurrencyValid": "146723BF5B8F45FBBC59240C28E3DBC8",
"Cost": "1.0000",
"IncidentDetailWorkflowTag": null,
"IncidentDetailSummary": null,
"IsApprovalNeeded": false,
"Approver_Valid": null,
"Approver": null,
"IsDSMTaskExisted": false,
"ApprovalStatus": null,
"SocialTextHeader": "Incident 10244: Remote control for projector in Boardroom is are missing ",
"Subcategory_Valid": null,
"Subcategory": null,
"helpdesk_Priority_Valid": null,
"helpdesk_Priority": null,
"ViewType": null,
"IncidentNetworkUserName": null,
"SendSurveyNotification": false,
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "815EF0374C67434E9BD6967468F95F74",
"EntityLink": "815EF0374C67434E9BD6967468F95F74",
"EventCIRecId": null,
"IsMasterIncident": false,
"IsResolvedByMaster": false,
"MasterIncidentLink_Category": null,
"MasterIncidentLink_RecID": null,
"MasterIncidentLink": null,
"ServiceOwnerEmail": null,
"IsRelatedIncidentUpdate": false,
"IsRelatedIncidentResolutionUpdate": false,
"IsUnRead": false,
"HRCaseLink_Category": null,
"HRCaseLink_RecID": null,
"HRCaseLink": null,
"ivnt_RequestforInformationorData": false,
"ivnt_UpdateRFI": null,
"AddChatconversationtoActivityHistory": false,
"ivnt_TeamsUserDetailsLink_Category": null,
"ivnt_TeamsUserDetailsLink_RecID": null,
"ivnt_TeamsUserDetailsLink": null,
"VirimaAssetID": null,
"RecommendedCategory": null,
"RecommendedService": null,
"RecommendedSubCategory": null,
"Accuracy": null,
"IsRecommended": false,
"RecomService": null,
"RecomCategory": null,
"RecomSubCategory": null,
"IsRunTicketClassification": false,
"GRCRiskLink_Category": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"nrn_SummaryHistory": null
}
}
}View Business Objects
Description and Purpose
The View Business Objects action retrieves a list of business objects from Ivanti Service Manager. Users can apply filters to customize the results.
Usage Stepper
1
Add Ivanti Service Manager credentials to Autom Mate’s Vault.
2
Select the View Business Objects action.
3
Provide the required field: Business Objects.
4
If needed, specify filters to customize the results.
5
Execute the action to retrieve the business objects.
Inputs
Business Objects (Required): Specify the business objects to view. (e.g., Select/Type Text)
Filter: (Optional) Provide filters for the query. (Example:
ActualCategory eq 'Device Failure')
Sample Output
{
"application_id": "186be5ce-f8ed-4757-86ce-4fc870b3981b",
"name": "Ivanti View Business Objects",
"fetch_fields": {
"inputs": [],
"field_steps": [],
"excludes": [],
"only_last_children": true
},
"static_fields": [],
"display_names": {},
"input_value_options": {
"business_objects": {
"type": "select",
"option_fill_type": "static",
"option_configuration": [
{
"name": "Changes",
"value": "changes"
},
{
"name": "Checklists",
"value": "checklists"
},
{
"name": "Configuration Items",
"value": "cis"
},
{
"name": "Employees",
"value": "employees"
},
{
"name": "GRC Risks",
"value": "ivnt_grcrisks"
},
{
"name": "Incidents",
"value": "incidents"
},
{
"name": "Journal Emails",
"value": "Journal__emails"
},
{
"name": "Journal Notes",
"value": "journal__notess"
},
{
"name": "Knowledge Articles",
"value": "frs_knowledges"
},
{
"name": "Organizational Units",
"value": "organizationalunits"
},
{
"name": "Problem Categories",
"value": "problemcategorys"
},
{
"name": "Problems",
"value": "problems"
},
{
"name": "Projects",
"value": "frs_projects"
},
{
"name": "Project Roles",
"value": "nrn_projectroles"
},
{
"name": "Purchase Line Items",
"value": "ivnt_purchaselineitems"
},
{
"name": "Release Projects",
"value": "releaseprojects"
},
{
"name": "Requests",
"value": "requests"
},
{
"name": "Security Incidents",
"value": "ivnt_securityincidents"
},
{
"name": "Service Agreements",
"value": "serviceagreements"
},
{
"name": "Service Requests",
"value": "servicereqs"
},
{
"name": "Service Types",
"value": "servicetypes"
},
{
"name": "Tasks",
"value": "tasks"
},
{
"name": "Task Catalogs",
"value": "taskcatalogs"
}
]
}
},
"outsource_field_map": {},
"sample_response": {
"key": "output",
"value": [
{
"ActualCategory_Valid": "CBE3ED4E7AC8465EAE3CABF00B31FCFE",
"ActualCategory": "Device Failure",
"Category_Valid": "CBE3ED4E7AC8465EAE3CABF00B31FCFE",
"Category": "Device Failure",
"CauseCode_Valid": "E2489F3F7DA34B898CCD9569CA5541F2",
"CauseCode": "Other",
"ClosedBy": "SDavis",
"ClosedDateTime": "2024-02-21T14:17:56Z",
"ClosedDuration": 336204,
"CreatedBy": "SDavis",
"CreatedDateTime": "2024-02-17T16:54:32Z",
"Email": "[email protected]",
"FirstCallResolution": true,
"Impact_Valid": "1AFFC174C7EA4AB79CCA6B15EB67006D",
"Impact": "Medium",
"IncidentNumber": 10346,
"IsNotification": true,
"IsVIP": false,
"IsWorkAround": false,
"LastModBy": "Johnny.Ivanti",
"LastModDateTime": "2024-06-29T06:25:04.36Z",
"Phone": "+1 719.531.5007\r\n",
"Priority_Valid": "29CD5D78E16F4D82916C3E933A600096",
"Priority": "3",
"ProfileFullName": "Mike R Evans",
"ProfileLink_Category": "Employee",
"ProfileLink_RecID": "D8342C7C45BB483CA23641E52427A8F8",
"ProfileLink": "D8342C7C45BB483CA23641E52427A8F8",
"RecId": "2A217993DAEF446CAF8BCD21FDAD6B2A",
"Resolution": "Resolved with user",
"Service_Valid": "164A2AB6ED554D80B3BE0B06C29DCC1A",
"Service": "Desktop Service",
"SLA": "Desktop Service (Gold) for Corporate Sales",
"SLALink_Category": null,
"SLALink_RecID": "99CE40FD528A46D78578E47E28F046F6",
"SLALink": "99CE40FD528A46D78578E47E28F046F6",
"Source_Valid": "EF789CE160E742F99623DBB4D29C045C",
"Source": "Phone",
"Status_Valid": "2905321A3B12477A82E94E289F47786B",
"Status": "Closed",
"Subject": "Computer is making grinding noises",
"Symptom": "Computer is making grinding noises and smells like hot rubber.",
"Urgency_Valid": "44021B6CC6E44E598868C4B3306053AE",
"Urgency": "Medium",
"LoginId": "MEvans",
"Owner_Valid": "7C0627F39103475EA51B94E023259F12",
"Owner": "Summer.Davis",
"OwnerTeam_Valid": "2E4BABD54FB9420D94F836F0D9B80C47",
"OwnerTeam": "Service Desk",
"OwnerType": "Profile.Employee",
"IsNewRecord": false,
"AlternateContactLink_Category": null,
"AlternateContactLink_RecID": null,
"AlternateContactLink": null,
"ResolvedDateTime": "2024-02-18T13:50:56Z",
"ResolvedBy": "SDavis",
"HoursOfOperation_Valid": null,
"HoursOfOperation": "Weekly HOP",
"OwnerEmail": "[email protected]",
"OwnerTeamEmail": "[email protected]",
"OwnershipAssignmentEmail": "[email protected]",
"CustomerLocation_Valid": null,
"CustomerLocation": "East Coast",
"IsReportedByAlternateContact": false,
"ResolutionEscLink_Category": "Frs_data_escalation_watch",
"ResolutionEscLink_RecID": null,
"ResolutionEscLink": null,
"ResponseEscLink_Category": "Frs_data_escalation_watch",
"ResponseEscLink_RecID": null,
"ResponseEscLink": null,
"WaitingEscLink_Category": "Frs_data_escalation_watch",
"WaitingEscLink_RecID": null,
"WaitingEscLink": null,
"ClosingEscLink_Category": "Frs_data_escalation_watch",
"ClosingEscLink_RecID": null,
"ClosingEscLink": null,
"AlternateContactEmail": null,
"OrganizationUnitID": null,
"ReportingOrgUnitID_Valid": null,
"ReportingOrgUnitID": null,
"TypeOfIncident": "Failure",
"AlternateContactPhone": null,
"TeamManagerEmail": "[email protected]",
"ProblemLink_Category": null,
"ProblemLink_RecID": null,
"ProblemLink": null,
"CustomerDepartment": "Facilities Services",
"ActualService_Valid": "164A2AB6ED554D80B3BE0B06C29DCC1A",
"ActualService": "Desktop Service",
"CostPerMinute_Currency": "USD",
"CostPerMinute_CurrencyValid": null,
"CostPerMinute": "0.4000",
"IsInFinalState": false,
"IsReclassifiedForResolution": false,
"KnowledgeLink_Category": null,
"KnowledgeLink_RecID": null,
"KnowledgeLink": null,
"PreviousState": null,
"ResolvedByIncidentNumber": null,
"TotalTimeSpent": 90,
"RespondedBy": null,
"RespondedDateTime": null,
"OrgUnitLink_Category": "OrganizationalUnit",
"OrgUnitLink_RecID": null,
"OrgUnitLink": null,
"OwningOrgUnitId_Valid": "FA9C9DD75EF9455CBC892F65691A1E7F",
"OwningOrgUnitId": "Corporate IT Operations",
"ProgressBarPosition": "5",
"ResolvedByType": "Agentless Resolution - Self Service FAQ",
"ReportedBy": null,
"NewNotes": null,
"CreatedByType": "Self Service",
"SLADisplayText": "Desktop Service (Gold) for Corporate Sales",
"ServiceReqLink_Category": null,
"ServiceReqLink_RecID": null,
"ServiceReqLink": null,
"ReadOnly": true,
"Cost_Currency": "USD",
"Cost_CurrencyValid": "146723BF5B8F45FBBC59240C28E3DBC8",
"Cost": "108.0000",
"IncidentDetailWorkflowTag": null,
"IncidentDetailSummary": null,
"IsApprovalNeeded": false,
"Approver_Valid": null,
"Approver": null,
"IsDSMTaskExisted": false,
"ApprovalStatus": null,
"SocialTextHeader": "Incident 10346: Computer is making grinding noises",
"Subcategory_Valid": null,
"Subcategory": null,
"helpdesk_Priority_Valid": null,
"helpdesk_Priority": null,
"ViewType": null,
"IncidentNetworkUserName": null,
"SendSurveyNotification": false,
"EntityLink_Category": "OrganizationalUnit",
"EntityLink_RecID": "C5343982AE4742E2AAB2AE635BB49A67",
"EntityLink": "C5343982AE4742E2AAB2AE635BB49A67",
"EventCIRecId": null,
"IsMasterIncident": false,
"IsResolvedByMaster": false,
"MasterIncidentLink_Category": null,
"MasterIncidentLink_RecID": null,
"MasterIncidentLink": null,
"ServiceOwnerEmail": null,
"IsRelatedIncidentUpdate": false,
"IsRelatedIncidentResolutionUpdate": false,
"IsUnRead": false,
"HRCaseLink_Category": null,
"HRCaseLink_RecID": null,
"HRCaseLink": null,
"ivnt_RequestforInformationorData": false,
"ivnt_UpdateRFI": null,
"AddChatconversationtoActivityHistory": false,
"ivnt_TeamsUserDetailsLink_Category": null,
"ivnt_TeamsUserDetailsLink_RecID": null,
"ivnt_TeamsUserDetailsLink": null,
"VirimaAssetID": null,
"RecommendedCategory": null,
"RecommendedService": null,
"RecommendedSubCategory": null,
"Accuracy": null,
"IsRecommended": false,
"RecomService": null,
"RecomCategory": null,
"RecomSubCategory": null,
"IsRunTicketClassification": false,
"GRCRiskLink_Category": null,
"GRCRiskLink_RecID": null,
"GRCRiskLink": null,
"nrn_SummaryHistory": null
}
]
}
}Last updated
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