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Remedyforce / Create Service Request

  • Article
  • 3 minutes to read

Operation Information

Create a Remedyforce Service Request.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type RemedyForceAuthentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose RemedyForceAuthentication in the Type pick list;
  • Give the RemedyForceAuthentication KeySafe key a Title (this is the name / identifier for the RemedyForceAuthentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Instance Name string RemedyForce Instance Name i.e instance.salesforce.com
Username string Authentication Username
Password string Authentication Password

Tip

The Password field should be populated with your Password and Secure Token, in the format: yourpasswordyourtoken with no space or separator between the password and token strings. More information regarding your security token can be found on the Salesforce website.

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked RemedyForceAuthentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Request Definition requestDefinitionId string Request Definition ID Yes None provided
Description desc string Request Description No None provided
Status status string Status of the Service Request No None provided
Impact impactId string ID of the Impact to apply to the request No None provided
Urgency urgencyId string ID of the Urgency to apply to the Request No None provided
Owner ID ownerId string Stores the Owner for whom the Service Request is assigned. No None provided
Client ID clientId string Stores the client for whom the Service Request is submitted. No None provided
Contact ID contactId string Stores the contact for whom the Service Request is submitted. No None provided
Category ID categoryId string Stores the Category against the submitted Service Request. No None provided
Business Service ID serviceId string Stores the Business Service against the submitted Service Request. No None provided
Service Offering ID offeringId string Stores the Service Offering against the submitted Service Request. No None provided
Asset/CI ID assetId string Stores the Asset/CI ID against the submitted Service Request. No None provided
Queue ID queueId string Stores the Queue ID against the submitted Service Request. No None provided
Template ID templateId string Stores the Template against the submitted Service Request. No None provided
Additional Data extraColumns array Sets additional column values once the Service Request has been created. No None provided
Answers answers array Answers to Service Request Questions No None provided

Output Parameters

Display Name ID Type Description
Status status string Return Status
Reference number string Request Reference of the Service Request that was generated
ID id string Request Record ID of the Service Request that was generated
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