We have an API that submits directly into HPD:Help Desk as well but as
you are finding the Ticket Number generator does not work properly using
a simple CreateEntry API call to the form.
You have to add a Filter with the 3 basic actions:
*
Filter would fire based on the User ID used by the API Interface
(basically set Run If conditions to $ USER$ = "{APIUserIDyouUse}"
*
If Action 1 would perform a Push Fields action to HPD:CFG Ticket
Num Generator form (if No Requests Match -> Create A New Request) and
would push to the field 'Submitter' the value of $ USER$.
*
If Action 2 would perform a Set fields action to the CURRENT
TRANSACTION and set the Incident Number field to the $ LASTID$
*
If Action 3 would perform a Set fields aciton to the CURRENT
TRANSACTION and set the Incident Number to "INC" + RIGHT($ Incident
Number$,12)
In addition to this, the API interface should create the entry using
"INC999999999999" initially and then this filter will fire for that API
user and then it will create a record in the Ticket Num Generator and
the ID generated from this form would be used to reset the Incident
number with "INC" in front.
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, October 17, 2007 3:12 PM
To: [email protected]
Subject: API Submitting Tickets
**
We have a vendor that does an automated task. Through an API we'd like
them to submit a helpdesk ticket as that task occurs. In preparation of
setting that up we were running through inputting the values into
helpdesk. On submit we get the error message that the Incident Number
is required. I see that HPD:INC:GIN_010_SetINCNumber-P does a push/set
actions to populate this information.
HPD:HII:CreateIncident_010_SetINCNumber`! does the same for
HPD:IncidentInterface_Create.
I'm fairly certain someone has an api submitting tickets, what's the
trick here? Do you have your API create an entry into HPD:CFG Ticket
Num Generator, then retrieve $LASTID$ and then submit?
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 __20060125_______________________This posting was
submitted with HTML in it___
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