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Editorial Team
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Asked: 2026-05-22T18:16:23+00:00

I’m using the Helpdesk_Query_Service method from the HPD_IncidentInterface web service in BMC Remedy ARS

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I’m using the Helpdesk_Query_Service method from the HPD_IncidentInterface web service in BMC Remedy ARS 7.5 to retrieve incident data. I can get the top-level incident data as expected, but I don’t see any way to retrieve associated work items. The ITSM Integrations guide is extremely light on details. How do I get the work items out?

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  1. Editorial Team

    You need to create webservice for the form where the data is. Ie if the work item information is in the form HPD:WorkLog then you will need to create a webservice for this form.

    Once the webservice has been created (and you’ve mapped the fields across) you can begin consuming it. The webservice will also appear on your list of webservices.

    I am not 100% sure but the Remedy 7.5 out of the box installation does not have allot of ready-made webservices.

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