Remedy Webservice to HelpDesk newbie question

[Ravi]

Hi: I have webservice through which an external source submits updates 
to tickets in Help Desk. This webservice has 5 fields. Sometimes one or 
more of these fields have a NULL or empty string. In that case I donot 
want to change the field value in help desk. Since there is no filter 
between the webservice and HelpDesk, how do I prevent a field getting 
overwritten if the field value in webservice submission is empty or NULL.


Thanks
Ravi

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Re: Remedy Webservice to HelpDesk newbie question

[Grooms, Frederick W]

You can add a Modify/Merge filter to your HelpDesk form that on setting
of the field to NULL (or Empty String) do a Set Fields to pull the data
from the system. 

You can restrict it using the $CLIENT-TYPE$ keyword to restrict it to a
web service (I think it is a 34)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Thursday, November 01, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Webservice to HelpDesk newbie question

Hi: I have webservice through which an external source submits updates
to tickets in Help Desk. This webservice has 5 fields. Sometimes one or
more of these fields have a NULL or empty string. In that case I donot
want to change the field value in help desk. Since there is no filter
between the webservice and HelpDesk, how do I prevent a field getting
overwritten if the field value in webservice submission is empty or
NULL.

Thanks
Ravi

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the 
Answers Are