Hello listers, Problem solved! Thanks everyone!
Solution: An invisible field called "Assigned Group ID (1000000079)" has to be set to "SGP000000000012" (depending on what group you selected in the "Assigned Support Group"). This value can be found in "CTM:Support Group" form. As for the Incident ID, I just hardcoded the value "INC000000000001" and it works like a charm. But yes yes I know, I will create a record in the form "HPD:CFG Ticket Num Generator" and get the Incident ID from there. Most important thing that matters to me right now however is I got to submit a ticket Again, thanks for all your help! Mikhail On Apr 18, 11:30 am, Mikhail <[EMAIL PROTECTED]> wrote: > Hello everyone, > Thank you for all your responses. I believe this is enough to keep me > going. I will update you all with my results!! > Thanks! > > Mikhail > > On Apr 18, 10:42 am, Chris Williams <[EMAIL PROTECTED]> wrote: > > > > > > > Mikhail, > > Also be aware that in Incident Management 7.0, there is a form called > > "HPD:CFG > > Ticket Num Generator". Entries are submitted here during the process for > > entering > > a new ticket (I believe this is after you select the customer the ticket is > > for). > > > To avoid unexpected behaviour of Incident Management (possible duplicate > > ticket > > numbers), I would think that your API must first submit a record to this > > form and > > retrieve the Incident Number from it (via the LASTID keyword if possible in > > the API, > > or by using a getEntry call), then use this value as the IncidentId to then > > create > > your Incident with. > > > Have a look at Active link "HPD:INC:GIN_010_SetINCNumber-P", which does the > > push to > > this form from the "HPD:Help Desk" form. Turn on the logging during Incident > > creation as Carey suggested, and you should see all of this. > > > If you use the LASTID keyword value without first creating a record in the > > "HPD:CFG > > Ticket Num Generator", then your ticket numbers might not have an "INC" > > prefix, and > > might not be unique. This could lead to further problems down the line. > > > HTH > > Chris. > > > > Mikhail, > > > > I was suggesting, although not very explicitly, that you use the User > > > Tool to trace the Active Links that are triggered during the create of > > > a record via that client. Your API program may need to set other > > > fields ( hidden to the user UI ) that correspond to the fields of > > > interest. [Assigned Support Company > > > (1000000251), Assigned Support Organization (1000000014), Assigned > > > Group (1000000217)] The workflow log (active links, maybe filters) > > > should provide the details that you need. > > > > If you can find the workflow that has a message action that gives the > > > error in question then you also would have a clue about the exact test > > > condition that is triggering the (ARERR 44699) error message too. > > > > -- > > > Carey Matthew Black > > > Remedy Skilled Professional (RSP) > > > ARS = Action Request System(Remedy) > > > > Love, then teach > > > Solution = People + Process + Tools > > > Fast, Accurate, Cheap.... Pick two. > > > > On 4/18/07, Mikhail <[EMAIL PROTECTED]> wrote: > > >> Hello Carey, > > > >> Thanks for the reply. > > > >> Yes, the ARCreateEntry returns the EntryID. However, the ARCreateEntry > > >> would give me an error since I did not supply a value for the field > > >> Incident ID (1000000161), which is a required field. I need to fill up > > >> the Incident ID field before running ARCreateEntry. > > > >> As for turning an Active Link logging, I don't know if I can do this > > >> in the API? I am filling in the fields: [Assigned Support Company > > >> (1000000251), Assigned Support Organization (1000000014), Assigned > > >> Group (1000000217)] through the API. When I submit this using > > >> ARCreateEntry, I get an error saying "No groups were found using > > >> automated routing. You need to manually select a group. (ARERR 44699)" > > >> in the command line where I am running this C API. Now if I use the > > >> User Tool, it works perfectly fine when I fill in the fields with the > > >> same values as the ones I used in the C API. > > > >> Mikhail > > > >> On Apr 17, 4:51 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: > > >> > Mikhail, > > > >> > The LASTID keyword is a way to reference the last Entry-Id (or > > >> > 'Request ID') of the record that was just created. So in your C > > >> > program the "LASTID" would have been returned from a ARCreateEntry > > >> > call just prior to your need for the LASTID value. > > > >> > As far as the second part of your original question.... > > >> > I would suggest that you turn on Active Link logging and see if > > >> > when you set each of the fields that you referenced [Assigned Support > > >> > Company (1000000251), Assigned Support Organization (1000000014), > > >> > Assigned Group (1000000217)] if active links are setting other fields > > >> > with "ID" type values that map to the values that the user sees. It > > >> > could explain why you get the message when you think you supplied the > > >> > correct values. > > > >> > You also might track down the workflow that is issuing the message > > >> > and look at the Run If. It likely would also tell you what fields it > > >> > ultimately cares about and help you to better understand the Active > > >> > Link logs from above. > > > >> > Oh.. and keep in mind that other active links (like on Submit, Loose > > >> > Focus, button, etc...) could also be part of this puzzle too. You > > >> > might have to trace the whole client process to create an issue to see > > >> > everything you need to see. [ You might even need to trace several > > >> > ticket creates due to possible variability in inputs that your script > > >> > might have too. ] > > > >> > HTH. > > > >> > -- > > >> > Carey Matthew Black > > >> > Remedy Skilled Professional (RSP) > > >> > ARS = Action Request System(Remedy) > > > >> > Love, then teach > > >> > Solution = People + Process + Tools > > >> > Fast, Accurate, Cheap.... Pick two. > > > > _______________________________________________________________________________ > > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > > > the Answers > > > Are" > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > > Answers Are"- Hide quoted text - > > > - Show quoted text - > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where the > Answers Are"- Hide quoted text - > > - Show quoted text - _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
