Re: C API for Service Desk
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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161) = INC00065, 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
Re: C API for Service Desk
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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161) = INC00065, 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
Re: C API for Service Desk
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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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
Re: C API for Service Desk
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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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
Re: C API for Service Desk
Hello everyone, Thank you for all your responses. I believe this is enough to keep me going. I will update you all with my results!! Thanks! Mikhail On Apr 18, 10:42 am, Chris Williams [EMAIL PROTECTED] wrote: 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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
Re: C API for Service Desk
Hello listers, Problem solved! Thanks everyone! Solution: An invisible field called Assigned Group ID (100079) has to be set to SGP0012 (depending on what group you selected in the Assigned Support Group). This value can be found in CTM:Support Group form. As for the Incident ID, I just hardcoded the value INC0001 and it works like a charm. But yes yes I know, I will create a record in the form HPD:CFG Ticket Num Generator and get the Incident ID from there. Most important thing that matters to me right now however is I got to submit a ticket Again, thanks for all your help! Mikhail On Apr 18, 11:30 am, Mikhail [EMAIL PROTECTED] wrote: Hello everyone, Thank you for all your responses. I believe this is enough to keep me going. I will update you all with my results!! Thanks! Mikhail On Apr 18, 10:42 am, Chris Williams [EMAIL PROTECTED] wrote: 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161), 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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
Re: C API for Service Desk
Go into the Application Administration Console Custom Configuration tab Foundation Configure Application Assignment. By creating an entry for Incident to be assigned to a group the No groups found will be fixed. There is a new form that holds the Incident ID and if you manually create a new Incident and capture the Active Link workflow you will be able to see what you will need to do to create a new Incident ID. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG 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 (100251) : :University of Cowtown Assigned Support Organization (100014) : ICS Assigned Group (100217) : 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 at www.arslist.org ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: C API for Service Desk
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 (100161) = INC00065, which is the $LASTID$ value. But my question is, how do I get this value from the C API? Thanks, On Apr 17, 2:47 pm, Roger Justice [EMAIL PROTECTED] wrote: Go into the Application Administration Console Custom Configuration tab Foundation Configure Application Assignment. By creating an entry for Incident to be assigned to a group the No groups found will be fixed. There is a new form that holds the Incident ID and if you manually create a new Incident and capture the Active Link workflow you will be able to see what you will need to do to create a new Incident ID. -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 (100251) : :University of Cowtown Assigned Support Organization (100014) : ICS Assigned Group (100217) : 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 AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ 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
Re: C API for Service Desk
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 (100251), Assigned Support Organization (100014), Assigned Group (100217)] 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 (100161) = INC00065, 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 (100251) : :University of Cowtown Assigned Support Organization (100014) : ICS Assigned Group (100217) : 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 at www.arslist.org ARSlist:Where the Answers Are
