The Active Link logging is to see how development has modified the workflow to create a new incident and then use this knowledge to your advantage. The Incident ID comes from a new form and you will need to create a new entry in that form to get the incident ID to populate into the Incident form. I created a new form for my client and needed to create a new Change at a specific point in my process. Although I am not using the API to concept is the same in that I needed to review exactly how the Change is created OOTB to recreate an acceptable process. -----Original Message----- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 18 Apr 2007 11:07 AM Subject: Re: C API for Service Desk
Hello Carey, Thanks for the reply. Yes, the ARCreateEntry returns the EntryID. However, the ARCreateEntry would give me an error since I did not supply a value for the field Incident ID (1000000161), which is a required field. I need to fill up the Incident ID field before running ARCreateEntry. As for turning an Active Link logging, I don't know if I can do this in the API? I am filling in the fields: [Assigned Support Company (1000000251), Assigned Support Organization (1000000014), Assigned Group (1000000217)] through the API. When I submit this using ARCreateEntry, I get an error saying "No groups were found using automated routing. You need to manually select a group. (ARERR 44699)" in the command line where I am running this C API. Now if I use the User Tool, it works perfectly fine when I fill in the fields with the same values as the ones I used in the C API. Mikhail On Apr 17, 4:51 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > Mikhail, > > The LASTID keyword is a way to reference the last Entry-Id (or > 'Request ID') of the record that was just created. So in your C > program the "LASTID" would have been returned from a ARCreateEntry > call just prior to your need for the LASTID value. > > As far as the second part of your original question.... > I would suggest that you turn on Active Link logging and see if > when you set each of the fields that you referenced [Assigned Support > Company (1000000251), Assigned Support Organization (1000000014), > Assigned Group (1000000217)] if active links are setting other fields > with "ID" type values that map to the values that the user sees. It > could explain why you get the message when you think you supplied the > correct values. > > You also might track down the workflow that is issuing the message > and look at the Run If. It likely would also tell you what fields it > ultimately cares about and help you to better understand the Active > Link logs from above. > > Oh.. and keep in mind that other active links (like on Submit, Loose > Focus, button, etc...) could also be part of this puzzle too. You > might have to trace the whole client process to create an issue to see > everything you need to see. [ You might even need to trace several > ticket creates due to possible variability in inputs that your script > might have too. ] > > HTH. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap.... Pick two. > > On 4/17/07, Mikhail <[EMAIL PROTECTED]> wrote: > > > Hello Roger, > > "By creating an entry for Incident to be assigned to a group the No > > groups found will be fixed" > > - We have already set this up. In the drop-down fields, there are > > already values in it, and the values I assigned in the C API code > > coincide with the values in the pull-down menus for these fields. And > > I still get that error. > > As for creating a new incident ID, the workflow calls the AL: > > HPD:INC:GIN_010_SetINCNumber-P (10) > > it does 3 actions, and one of the 3 action is setting the "Incident > > Number (1000000161) = INC000000065, which is the $LASTID$ value. > > But my question is, how do I get this value from the C API? > > Thanks, > > <snip> > > > > > > > > -----Original Message----- > > > From: [EMAIL PROTECTED] > > > To: [EMAIL PROTECTED] > > > Sent: Tue, 17 Apr 2007 4:34 PM > > > Subject: C API for Service Desk > > > > Hello List! > > > > We have upgraded our old HelpDesk 4.x to the new good looking > > > ServiceDesk. We have a C API that allows tickets to be automatically > > > created when a user sends a mail to a particular email. Anyway, we > > > have to upgrade the C API code because the fields in the new > > > ServiceDesk are very different from the old HPD. I am almost done in > > > implementing this until I bumped into a couple of things: > > > > 1. "Incident ID" field. How do I generate this? I noticed in the > > > Active Link, it uses the keyword $LASTID$. How do I use this in the C > > > API? > > > > 2. "No groups were found using automated routing. You need to manually > > > select a group. (ARERR 44699)". I get this error when printing out the > > > ARStatusList after submitting the ticket. When I use the user tool, > > > this error will pop up if I don't manually assign values to the > > > following fields: "Assigned Support Organization" and "Assigned > > > Group". These fields are dropdown menus, and the "Assigned Group" list > > > of values will depend on what value you chose under "Assigned Support > > > Organization". Anyway, in my C API code, I assigned these fields with > > > values: > > > Assigned Support Company (1000000251) : :"University of Cowtown" > > > Assigned Support Organization (1000000014) : "ICS" > > > Assigned Group (1000000217) : "Tier-One" > > > The rest of the required fields are filled up with necessary values. > > > After submitting the ticket, it gives me that "groups were not found > > > using automated routing". > > > > Any ideas anyone? > > > Thanks! > > ___________________________________________________________________________?____ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the Answers Are"- Hide quoted text - > > - Show quoted text - _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ AOL now offers free email to everyone. 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