Hello All,
I have a similar issue while using the ARS Java API to create an
entry in Problem Investigation schema.
Problem Investigation ID is a required, read-only field. So, how do
we get the appropriate value to send
the create() request. Can we some how use the active link, that is
used to set the field, PBM:PBI:PIID_110_S-SetID-PPBT,
from within the API call? Can we utilize the API
Util.ARExecuteProcessForActiveLink to invoke the active link and
get a value that is used in the create() request?
thanks
Ranga
On Apr 18, 2007, at 11:07 AM, Mikhail wrote:
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!
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