New Ranks & Badges For The Community!
Notice something different? The ranks and associated badges have gone "Star Fleet". See what they all mean HERE
Highlighted
Absent Member.. Absent Member..
Absent Member..
743 views

Create an incident from an interaction that is created via Webservices

Jump to solution

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

0 Likes
1 Solution

Accepted Solutions
Highlighted
Absent Member.
Absent Member.

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.

View solution in original post

0 Likes
4 Replies
Highlighted
Absent Member.
Absent Member.

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.

View solution in original post

0 Likes
Absent Member.. Absent Member..
Absent Member..

-m- .

 

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

 

Thanks

 

Maurice

0 Likes
Highlighted
Absent Member.
Absent Member.

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

Highlighted
Absent Member.. Absent Member..
Absent Member..

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

 

thanks!

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.