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ERROR updating HPSM Ticket: [returnCode: 51] - by interface

Hello.

 

Extrernal interface is pushing this code to us:

 

<soap-env:Envelope xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/">
 <soap-env:Body>
  <ns0:UpdateReIncidentRequest xmlns:ns0="http://schemas.hp.com/SM/7" ignoreEmptyElements="true" updateconstraint="-1">
   <ns0:model>
    <ns0:keys>
     <ns0:IncidentID type="NotSet">IM00019901</ns0:IncidentID>
    </ns0:keys>
    <ns0:instance>
     <ns0:IncidentID type="NotSet">IM00019901</ns0:IncidentID>
     <ns0:IncidentDescription type="NotSet">
      <ns0:IncidentDescription type="NotSet">TEST_HPSM_19_3 DESC MODIFIED</ns0:IncidentDescription>
      <ns0:IncidentDescription type="NotSet"/>
     </ns0:IncidentDescription>
     <ns0:JournalUpdates type="NotSet">
      <ns0:JournalUpdates type="NotSet">Incident: IM00019901 - Updated by Resilient</ns0:JournalUpdates>
     </ns0:JournalUpdates>
     <ns0:UpdatedBy type="NotSet">WSDLRE</ns0:UpdatedBy>
    </ns0:instance>
   </ns0:model>
  </ns0:UpdateReIncidentRequest>
 </soap-env:Body>
< /soap-env:Envelope>

 

 

and all the time receiving error [returnCode: 51] .

 

But When I push from SoupUI everything is ok and I even got response:

 

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Body>
      <UpdateReIncidentResponse message="Success" returnCode="0" schemaRevisionDate="2018-09-18" schemaRevisionLevel="0" status="SUCCESS" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://servicemanager-ws.qa.intranet.unicreditgroup.eu:13089/SM/7/ReIncident.xsd" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
         <model>
            <keys>
               <IncidentID type="String">IM00019901</IncidentID>
            </keys>
            <instance recordid="IM00019901 - TEST_HPSM_19_3" uniquequery="number=&quot;IM00019901&quot;">
               <IncidentID type="String">IM00019901</IncidentID>
               <Category type="String">SECURITY</Category>
               <IncidentTime type="DateTime">2018-09-19T12:46:39+00:00</IncidentTime>
               <OpenedBy type="String">WSDLRe</OpenedBy>
               <Impact type="String">5</Impact>
               <Severity type="String">5</Severity>
               <UpdatedTime type="DateTime">2018-09-19T09:29:30+00:00</UpdatedTime>
               <SolverGroup type="String">XL/IOC ITALY</SolverGroup>
               <ContactDate type="DateTime">2018-09-19T12:47:07+00:00</ContactDate>
               <AffectedCi type="String">SOM/APPL</AffectedCi>
               <IncidentDescription type="Array">
                  <IncidentDescription type="String">TEST_HPSM_19_3 DESC MODIFIED AT1130 BY g</IncidentDescription>
               </IncidentDescription>
               <AssigneeName type="String">ee32360</AssigneeName>
               <ReportedBy type="String">WSDLRe</ReportedBy>
               <JournalUpdates type="Array">
                  <JournalUpdates type="String">19/09/18 11:29:30 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:29:29 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:21:13 Europe/Middle (  (EE3gg2360)):</JournalUpdates>
                  <JournalUpdates type="String">UPDATE NEW NEW UPDATE</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:11:43 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:11:42 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:07:13 Europe/Middle (  (gg)):</JournalUpdates>
                  <JournalUpdates type="String">NEW UPDATE !!!!!!!!!!!!!!!!!!!!!!!!!!</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:06:27 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:06:27 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:58:24 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:58:24 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:50:20 Europe/Middle (gg gg (g)):</JournalUpdates>
                  <JournalUpdates type="String">Update test MKY</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:49:13 Europe/Middle (WSDLRe):</JournalUpdates>
               </JournalUpdates>
               <TrackerGroup type="String">US/GCC SOC</TrackerGroup>
               <IncidentTitle type="String">TEST_HPSM_19_3</IncidentTitle>
               <UpdatedBy type="String">WSDLRe</UpdatedBy>
               <Status type="String">In Charge</Status>
               <TicketType type="String">INCIDENT</TicketType>
               <Criticality type="String">3</Criticality>
               <OwnerGroup type="String">XL/IOC ITALY</OwnerGroup>
               <TargetDate type="DateTime">2018-09-20T06:47:07+00:00</TargetDate>
               <CUSTMajorFlag type="Boolean">false</CUSTMajorFlag>
               <Priority type="String">4</Priority>
               <ReNumber type="String">7443</ReNumber>
               <ReStatus type="String">A</ReStatus>
               <ReMaster type="String">Yes</ReMaster>
            </instance>
         </model>
         <messages>
            <cmn:message type="String">Audit Record successfully recorded and added.</cmn:message>
            <cmn:message type="String">scheduleReHPSMtableUpdate: here</cmn:message>
            <cmn:message type="String">Res integration using map postTable  started!</cmn:message>
            <cmn:message type="String">Europe/Middle 19/09/18 11:29:30: Incident IM00019901 has been updated by WSDLRe</cmn:message>
         </messages>
      </UpdateReIncidentResponse>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Could you advice why do they have erro 51 ?

Nothing was changed they shoot the same.

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3 Replies
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Acclaimed Contributor.
Acclaimed Contributor.

Re: ERROR updating HPSM Ticket: [returnCode: 51] - by interface

Codes could be found in this thread.

https://community.softwaregrp.com/t5/Service-Manager-Service-Center/How-to-return-meaningful-SM-WebService-exceptions/td-p/969771

May be some processing rule is hindering?

Are you testing with same user?

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Knowledge Partner
Knowledge Partner

Re: ERROR updating HPSM Ticket: [returnCode: 51] - by interface

Hi @wdomerac,

Short answer: I'd bet on thies UpdatedBy and attribute type="NotSet" your external tool is sending. 

Long answer:

It's really strange that you are getting different results from SOAP UI and when integrating from external tool. Make sure you are testing with same user as @Misaq told you. Another thing I observed is strange attributes not set and even the tag UpdatedBy do you really want to leave it open for users to update?

Are you testing in SOAP UI using the same Request the external tool is sending? 

If I were you I'd get the exact request the external is sending and try to execute it from SOAP; there are no reasons to have different results, so I can bet you will have the same error from SOAP UI. From this, you can work in the request on SOAP UI, removing the type="NotSet" and if this does not work it'll be easy to compare with the request that works successfullly. 

If nothing that works the easiest way is enable a trace with parameters rtm:5 and sqldebug:1 ... reproduce the issue and the successfull request and try to identify what is the difference. 

If you need extra help, attach the traces here and also the both request/response: yours from SOAP UI and from the external tool.

Regards,
Breno Abreu

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Super Contributor.. Super Contributor..
Super Contributor..

Re: ERROR updating HPSM Ticket: [returnCode: 51] - by interface

Hi guys:

 

Are you testing in SOAP UI using the same Request the external tool is sending? 

Yes and I have positive answer freom SOUPUI - they are not

This is a call:

<soap-env:Envelope xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/">
  <soap-env:Body>
   <ns0:UpdateResilientIncidentRequest xmlns:ns0="http://schemas.hp.com/SM/7" ignoreEmptyElements="true" updateconstraint="-1">
    <ns0:model>
     <ns0:keys>
      <ns0:IncidentID type="NotSet">IM00019901</ns0:IncidentID>
     </ns0:keys>
     <ns0:instance>
      <ns0:IncidentID type="NotSet">IM00019901</ns0:IncidentID>
      <ns0:IncidentDescription type="NotSet">
       <ns0:IncidentDescription type="NotSet">TEST_HPSM_19_3 DESC MODIFIED AT1130 BY FABRIZIO</ns0:IncidentDescription>
       <ns0:IncidentDescription type="NotSet"/>
      </ns0:IncidentDescription>
      <ns0:JournalUpdates type="NotSet">
       <ns0:JournalUpdates type="NotSet">Incident: IM00019901 - Updated by Res</ns0:JournalUpdates>
      </ns0:JournalUpdates>
      <ns0:UpdatedBy type="NotSet">WSDL</ns0:UpdatedBy>
     </ns0:instance>
    </ns0:model>
   </ns0:UpdateResilientIncidentRequest>
  </soap-env:Body>
 </soap-env:Envelope>

 

this is answer:

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Body>
      <UpdateReIncidentResponse message="Success" returnCode="0" schemaRevisionDate="2018-09-18" schemaRevisionLevel="0" status="SUCCESS" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://servicemanager-ws.qa.intranet.unicreditgroup.eu:13089/SM/7/ReIncident.xsd" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
         <model>
            <keys>
               <IncidentID type="String">IM00019901</IncidentID>
            </keys>
            <instance recordid="IM00019901 - TEST_HPSM_19_3" uniquequery="number=&quot;IM00019901&quot;">
               <IncidentID type="String">IM00019901</IncidentID>
               <Category type="String">SECURITY</Category>
               <IncidentTime type="DateTime">2018-09-19T12:46:39+00:00</IncidentTime>
               <OpenedBy type="String">WSDLRe</OpenedBy>
               <Impact type="String">5</Impact>
               <Severity type="String">5</Severity>
               <UpdatedTime type="DateTime">2018-09-19T09:29:30+00:00</UpdatedTime>
               <SolverGroup type="String">XL/IOC ITALY</SolverGroup>
               <ContactDate type="DateTime">2018-09-19T12:47:07+00:00</ContactDate>
               <AffectedCi type="String">SOM/APPL</AffectedCi>
               <IncidentDescription type="Array">
                  <IncidentDescription type="String">TEST_HPSM_19_3 DESC MODIFIED AT1130 BY FABRIZIO</IncidentDescription>
               </IncidentDescription>
               <AssigneeName type="String">ee32360</AssigneeName>
               <ReportedBy type="String">WSDLRe</ReportedBy>
               <JournalUpdates type="Array">
                  <JournalUpdates type="String">19/09/18 11:29:30 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:29:29 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:21:13 Europe/Middle (DOMERACKI WOJCIECH (EE32360)):</JournalUpdates>
                  <JournalUpdates type="String">UPDATE NEW NEW UPDATE</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:11:43 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:11:42 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:07:13 Europe/Middle (DOMERACKI WOJCIECH (EE32360)):</JournalUpdates>
                  <JournalUpdates type="String">NEW UPDATE !!!!!!!!!!!!!!!!!!!!!!!!!!</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:06:27 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 11:06:27 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:58:24 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">Incident: IM00019901 - Updated by Re</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:58:24 Europe/Middle (WSDLRe):</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:50:20 Europe/Middle (KRYPCZYK MICHAL (EE44286)):</JournalUpdates>
                  <JournalUpdates type="String">Update test MKY</JournalUpdates>
                  <JournalUpdates type="String">19/09/18 10:49:13 Europe/Middle (WSDLRe):</JournalUpdates>
               </JournalUpdates>
               <TrackerGroup type="String">US/GCC SOC</TrackerGroup>
               <IncidentTitle type="String">TEST_HPSM_19_3</IncidentTitle>
               <UpdatedBy type="String">WSDLRe</UpdatedBy>
               <Status type="String">In Charge</Status>
               <TicketType type="String">INCIDENT</TicketType>
               <Criticality type="String">3</Criticality>
               <OwnerGroup type="String">XL/IOC ITALY</OwnerGroup>
               <TargetDate type="DateTime">2018-09-20T06:47:07+00:00</TargetDate>
               <CUSTMajorFlag type="Boolean">false</CUSTMajorFlag>
               <Priority type="String">4</Priority>
               <ReNumber type="String">7443</ReNumber>
               <ReStatus type="String">A</ReStatus>
               <ReMaster type="String">Yes</ReMaster>
            </instance>
         </model>
         <messages>
            <cmn:message type="String">Audit Record successfully recorded and added.</cmn:message>
            <cmn:message type="String">scheduleReHPSMtableUpdate: here</cmn:message>
            <cmn:message type="String">Resilien integration using map postTable  started!</cmn:message>
            <cmn:message type="String">Europe/Middle 19/09/18 11:29:30: Incident IM00019901 has been updated by WSDLRe</cmn:message>
         </messages>
      </UpdateReIncidentResponse>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

 

 

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