Peter, Thank you for your solution. Sounds like it'll do the trick, I'll give it a try.
Ben Cantatore Remedy Administrator Avon (914) 935-2946 "Lammey, Peter A." <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 10/17/2007 03:25 PM Please respond to [email protected] To [email protected] cc Subject Re: API Submitting Tickets ** 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___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
