Create an incident from an interaction that is created via Webservices

[Maurice vd Drie]

All,

Via connect it I read an email box for automatically creating interactions.  This works fine.

However, I now have the need to create on certain occasions in incident as well.

What I want to do know is to create an interaction with a category of incident and medium of request is webcall. Those two attributes should trigger the process escalate.interaction.

I think I can invoke that process from subroutines on the format control of incidents. But I have no clue if that can be done and how to do it.

Any help greatly appreciated and I will assign points 🙂

Cheers

Maurice

[-m- · Accepted solution]

In Service Manager 9.30, the ServiceDesk WSDL allows creating the Interaction and escalating to an Incident with a single Web Services SOAP Request (Action Name = AddEscalateToIncident).

It is my understanding that this functionality is available in 7.11 by applying Application Patch 2 and in 9.21 by applying Application Patch 1.

[Maurice vd Drie]

-m- .

thanks for the reply! how do I invoke that? I can see it on the 'Allowed Actions' tab

Thanks

Maurice

[-m-]

Instead of submitting a CreateInteraction SOAP Request, the Connect-It scenario needs to send an AddEscalateToIncidentInteraction SOAP Request to Service Manager.

[Maurice vd Drie]

OK .. we use BP4SM and seems that prevents this from working. Opened a case with HP.

thanks!