Morning... I was on a webex with BMC Friday afternoon regarding this issue. The tech was very helpful however after testing several things the conclusion was that it is not possible to insert records directly into the Incident Management form (HPD:Help Desk) due to the way the Incident ID is created.
However the good news is that when you used the Incident Interface Create form as the staging form, the Incident ID IS created prior to submit just as it is if you submit a ticket into the Help Desk form. So, if your API statement is written in such a way to pull that data back, you're set. But... I just wanted to check one last time with you all to see if anyone has done it... :) Just trying to exhaust all my resources before I go with our back up plan. Thanks!!! Mary Dollus -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Thursday, August 30, 2007 1:24 PM To: [email protected] Subject: Re: Importing new records into ITSM 7 Incident Management Hi, I attempted to answer your responses thru the web site, but I haven't seen my replies show up.. so if you've seen these responses already sorry! :) Rick, Yep I'm definitely pursuing that option however we're of course in a time crunch so I have to keep pursuing all avenues until I get it resolved. I'm trying to get the name of a support tech at Harris to see how easily this can be done. Roger Thanks,, yep I'll have to do that before we go live with this however this is for a brand new ticket that doesn't have an Incident ID yet. But thanks... I hadn't tried to do what you said just yet so I'm glad to know it works okay :) cool.... that will save me time later. Ed, Thanks,, I tried that and I still get error "Record 1 : Required field (without a default) not specified -- Incident Number (ARERR 307)" Thank you all for your ideas,,, if I get it figure out I'll post the answer. - Mary -----Original Message----- From: Mary Dollus [mailto:[EMAIL PROTECTED] Sent: Thursday, August 30, 2007 9:28 AM To: '[email protected]' Subject: Importing new records into ITSM 7 Incident Management Hi All, I was wondering if anyone has successfully entered new records into the Incident Management application thru the import tool or other external methods? Currently the interface works (Harris Netboss) by an API call that submits a ticket into the Incident Interface Create form and from there it pushes the ticket into the Incident Management (HPD:HelpDesk) form. However that same API statement is grabbing the Request ID of the Incident Interface Create form instead of field 1000000161 which stores the created Incident ID. So, I’ve been attempting to import records directly into the Incident Management (HPD:Help Desk) form; however I keep running into an issue with the Incident ID field (1000000161). I added a filter to fire on merge that mimics the active link that updates the field when creating a ticket manually… however it’s not working… Any ideas? Thanks!!!! ☺ Mary Dollus generationE Technologies _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
