Create and Interaction and escalate that to Incident

How can i create an interaction using the servicedesk.wsdl and then escalate this to an incident.

In servicedesk.wsdl there is one method to create the Interaction but how this can be escalated to an Incident.

Do i need to make use of different wsdl for this ?

Please can someone help me out here.

Thanks.

  • Hi you do it a few ways . I am suggesting one method below.

    1. Create the interaction using the wsdl .

    2. In an After Add trigger in incidents table, have a script that will copy the required fields and push to probsummary and using a doAction.("add") create an incident. 

    3. Also have a seperate function to establish the screlation record, once the incident is created.

    AB

     

  • What's your sm version?

    I notice the following stuff in my box.

    <xs:element name="AddEscalateToIncidentInteractionRequest">
    - <xs:complexType>
    - <xs:sequence>
    <xs:element name="model" type="InteractionModelType" />
    </xs:sequence>
    <xs:attribute name="attachmentInfo" type="xs:boolean" use="optional" />
    <xs:attribute name="attachmentData" type="xs:boolean" use="optional" />
    <xs:attribute default="true" name="ignoreEmptyElements" type="xs:boolean" use="optional" />
    <xs:attribute default="-1" name="updateconstraint" type="xs:long" use="optional" />
    </xs:complexType>
    </xs:element>

  • There is an out of box action to create and escalate an interaction to an incident: