Incident to Message Mappings

The HPOM Incident Web Service exposes HPOM messages as ITIL-compliant incidents. HPOM messages are conceptually similar to incidents, but do not have identical attributes. To enable operations on incidents for HPOM, the service maps HPOM message attributes into incident subelements, and incident subelements into HPOM messages attributes.

For some standard incident subelements, there are conceptually equivalent HPOM message attributes, and so the service maps them directly. The service also includes an extension to the standard incident definition, which makes it possible to map additional HPOM message attributes to incidents elements. Although an incident can contain other extensions, the service ignores them.

For other incident subelements, there are no conceptually equivalent HPOM message attributes. In some cases, the service maps these incident attributes to a custom message attribute (CMA). Each custom message attribute is a name-value pair. In HPOM, each message can have any number of custom message attributes attached to it.

Table: Mapping of Incident Subelements to HPOM Message Attributes shows the mapping of Incident subelements to HPOM message attributes.

Mapping of Incident Subelements to HPOM Message Attributes

Incident Subelement	HPOM Message Attribute	Description
IncidentID	UNIX: Message No. Windows: ID	Unique identifier for this incident. HPOM generates this ID.
Description	CMA with the name "Description"	Detailed description of the incident.
Title	UNIX: Message Text Windows: Text	Brief description of the event that this incident relates to.
LifeCycleState	Not mapped to an HPOM message attribute. The service uses the following rules to set the LifeCycleState in incidents that the service returns: If the message is acknowledged, LifeCycleState contains "closed". If the message is owned, LifeCycleState contains "work in progress". If the message is not acknowledged or owned, LifeCycleState contains "open". HPOM for Windows only. If the message's State property is "Unknown", LifeCycleState contains "Undefined".
Severity	Severity	Severity of the event that the incident relates to.
Solution	CMA with the name "Solution"	Description of steps taken in response to the incident.
Category	Message Group	String used for organizing incidents. Incidents that have some logical connection have the same category.
SubCategory	CMA with the name "Subcategory"	String used for more detailed organization of incidents that have the same category.
ProductType	CMA with the name "Product Type"	String that may be used for integration with a service management product. The service management product defines the string's value and purpose.
ProblemType	CMA with the name "Problem Type"	String that may be used for integration with a service management product. The service management product defines the string's value and purpose.
CollaborationMode	CMA with the name "Collaboration Mode"	String that may be used for integration with a service management product. The service management product defines the string's value and purpose.
EmittingCI.ID	UNIX: Service Name Windows: Service Id	ID of the service that the incident relates to. The severity of an incident can affect the status of a service that it relates to.
EmittingNode.DnsName	UNIX: Node Windows: Primary Node Name	Name of the node generating the incident.
AssignedOperator.Name	UNIX: Owner Windows: User of Last State Change	Name of the HPOM user that is currently responsible for the incident. If the incident has an owner, HPOM prevents other users from starting some tasks on that incident.
AffectedCI	Not mapped to HPOM messages
RequesterReference	Not mapped to HPOM messages
Type	Message Type	String used for organizing incidents, for example, to group different types of incident within a category.

Table: Mapping of OperationsExtension Subelements to HPOM Message Attributes shows the mapping of OperationsExtension subelements.

Mapping of OperationsExtension Subelements to HPOM Message Attributes

OperationsExtension Subelements	HPOM Message Attributes	Description
Application	Application	Name of the application to which the incident relates.
Object	Object	Name of the object to which the incident relates.
StateChangeTime	UNIX: Time Owned or Time Acknowledged Windows: Time of Last State Change	UNIX: The time at which the incident was owned or acknowledged. The service maps whichever time is later (the time owned or the time acknowledged) StateChangeTime subelement. Windows: Time at which the State message attribute last changed.
CreationTime	UNIX: Time Created Windows: Time First Created on Node	Time at which the agent created the incident.
ReceivedTime	UNIX: Time Received Windows: Time First Received on Server	Time at which the management server received the incident.
NumberOfDuplicates	Number of Duplicates	Number of duplicates that the management server has detected for the incident. If duplicate detection is disabled, the value of this is 0.
CorrelationKey	Message Key	String that enables other processes to identify incidents that relate to each other. Related incidents have similar message keys. Message keys are not unique.
ConditionMatched	Unmatched	Indicates whether the incident was sent to the server because of a matched condition in a policy or template.
AutomaticActionStatus	UNIX: Automatic Action Status Windows: Automatic Command	UNIX: Status of the automatic action, if one is associated with the incident. Windows: If the message has an automatic command, the service sets the contents of AutomaticActionStatus to `available`. Otherwise, the service sets the contents of AutomaticActionStatus to `notAvailable`.
OperatorActionStatus	UNIX: Operator Action Status Windows: Operator Command	UNIX: Status of the operator-initiated action, if one is associated with the incident. Windows: If the message has an operator-initiated command, the service sets the contents of OperatorActionStatus to `available`. Otherwise, the service sets the contents of OperatorActionStatus to `notAvailable`.
EscalationStatus	UNIX: Escalation (flag in the message browser) Windows: Not available	Defines the escalation status of the incident, if the incident was escalated by this management server, or to a different management server.
OriginalEvent	UNIX: Original Message Windows: Original Event	Details of the event that is the cause of this incident.
CustomAttributes	UNIX: Custom Attributes Windows: Custom Message Attributes	Each incident can have any number of custom message attributes. Each custom message attribute is a name-value pair. The service excludes the following custom message attributes from the CustomAttributes subelement: Description Solution Subcategory Product Type Problem Type Collaboration Mode The service maps these custom message attributes to Incident subelements instead (see Table: Mapping of Incident Subelements to HPOM Message Attributes).
NumberOfAnnotations	Number of annotations	Number of annotations that have been added to the incident. An annotation is a short note about the incident. For example, a user can add an annotation to summarize actions taken in response to the message.
Source	UNIX: Source Windows: Policy	Contains the name and version of the policy that created the message.

For an example incident in XML, see Pull Response SOAP Envelope Example.