Mikhail, Also be aware that in Incident Management 7.0, there is a form called "HPD:CFG Ticket Num Generator". Entries are submitted here during the process for entering a new ticket (I believe this is after you select the customer the ticket is for).
To avoid unexpected behaviour of Incident Management (possible duplicate ticket numbers), I would think that your API must first submit a record to this form and retrieve the Incident Number from it (via the LASTID keyword if possible in the API, or by using a getEntry call), then use this value as the IncidentId to then create your Incident with. Have a look at Active link "HPD:INC:GIN_010_SetINCNumber-P", which does the push to this form from the "HPD:Help Desk" form. Turn on the logging during Incident creation as Carey suggested, and you should see all of this. If you use the LASTID keyword value without first creating a record in the "HPD:CFG Ticket Num Generator", then your ticket numbers might not have an "INC" prefix, and might not be unique. This could lead to further problems down the line. HTH Chris. > Mikhail, > > I was suggesting, although not very explicitly, that you use the User > Tool to trace the Active Links that are triggered during the create of > a record via that client. Your API program may need to set other > fields ( hidden to the user UI ) that correspond to the fields of > interest. [Assigned Support Company > (1000000251), Assigned Support Organization (1000000014), Assigned > Group (1000000217)] The workflow log (active links, maybe filters) > should provide the details that you need. > > If you can find the workflow that has a message action that gives the > error in question then you also would have a clue about the exact test > condition that is triggering the (ARERR 44699) error message too. > > -- > 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 4/18/07, Mikhail <[EMAIL PROTECTED]> 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. > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the > Answers > Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
