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Micro Focus Expert
Micro Focus Expert
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Service Catalog request approval not happening through Webservices

Hi Experts,

We have created HP Connect-it scenario which will fetch email & approves the Service catalog request (interaction). But while doing so we are running into the issue that the Interaction is not getting approved.

Approval only happens when I make the integration user (used in SM web services connect-it) same as the approver in the interaction to whom the request is pending else approval is not happening.

& if I dont do the above I get the error as :

"You may not approve for any of the pending approvals group"

Although I have made the CIT user as the part of approval groups.

Can someone pls share your thoughts. It is badly required to approve a service catralog request (i.e interaction) through email.

I have tried many suggestions on HP forum, but none is working for me.

Thanks

Neo

 

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Respected Contributor.. Respected Contributor..
Respected Contributor..

The user approving should be the same pending approver.

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Micro Focus Expert
Micro Focus Expert

Hi Hazem Dessouky,

The user approving everytime can not eb same as the pending approver becuase approver is gettinmg changed according to some requests.

Secondly We can not go everytime & change the CIT user used in HPSM webservices connecter to the approver's value.

Hope you get the point here I'm trying to highlight.

Thanks

Neo

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Respected Contributor.. Respected Contributor..
Respected Contributor..

And that is why you need to use a user that can override the approval, you can do this with Java scripting to ensure that this can work.

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Micro Focus Expert
Micro Focus Expert

Hi Hazem Dessouky,

Im using the system.admin which is having the system administator role which I belive can override the approvals

Now with javascript what needs to be esnured & where. I can write the JS , but give me a clue of what about & where.

Thanks

Neo

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Respected Contributor.. Respected Contributor..
Respected Contributor..

you need to type code in the DB trigger on the approval table, check if the operator logging in is the CIT operator then change the approved by and making the approved guy or the loged in user.

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Micro Focus Expert
Micro Focus Expert

Hi Hazem Dessouky,

 

I'm not sure where I can get the CIT user information, becuase that is being used by CIT dyanmically to connect to webservices of HPSM , connect first & then execute the mapping portion.

May be I'll be wrong over here, but Im unsure of this.... how to fetch the Connect it user information that has been used in SM webservice connecter to connect.

if that is so, can you pls give an idea on how to proceed with it.

 

Thanks

Neo

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Acclaimed Contributor.
Acclaimed Contributor.

Do you have access to the Connect.It scenario itself?  You need to open it up, double-click on the ServiceCenter/Service Manager Web Services connector and in the wizard, you should see what ID it is using.

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Outstanding Contributor.
Outstanding Contributor.

i know its a old post, but if any one looking for solution let me know, i have just implemented this scenario and its working as desired.

Only issue is am facing is how to send approval comments from web service ans interaction web service does not have same OOB.

Regards,
Sanjay Yadav
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Knowledge Partner
Knowledge Partner

Which version are you using? New versions have approval by mail integration as a SM functionality.

If an old one, an alternative approach to what our colleagues suggest is create a custom WS and approval mechanism that receives the mail from the user sending the mail and call the rad with the approval impersonating this operator and not the operator used to connect.
You need to add strict controls about the usage of this service and also audit/log things so you can make sure it's not being misused; but I did it already and it works just fine.
Regards,
Breno Abreu

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Outstanding Contributor.
Outstanding Contributor.

I think i have a better option, i had created a new field on incident table, say operator and on the CIT scenario capturing the value of approver who is sending email and meant to approve this ticket on SM.

Now on the extaccess search the web service you are consuming using the wsdl, on the expression tab write below, this will make the logged in user as approver when ever CIT user is the approver. 

if (operator()="integrationemail") then (operator()=operator in $L.file)

This will ensure that right approver email only approves the ticket and you dont have to alter the approver with any other user etc.

Now only issue i am facing is how to pass Approval comments using this integration as in the incident (servicedesk) wsdl approval comment is absent.

 

 

Regards,
Sanjay Yadav
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Outstanding Contributor.
Outstanding Contributor.

@BrenoAbreu can you suggest if ther is way to pass Approval comments using this integration as in the incident (servicedesk) wsdl approval comment field is not present?

Regards,
Sanjay Yadav
Assign Kudo, if found post useful and mark it accepted if solves the issue.
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