Mark, You said: >>>> I have set up a request in soapUI and am getting a response back >>>> with an incident number (below), but no ticket is created and there >>>> is no error to say what the problem might be (not much better than >>>> BackChannel??)
You are submitting the request to form HPD_IncidentInterface_Create_WS. The submission is accepted by this form (your incident number), which is in turn submitted to HPD:Helpdesk on open. This is where the disconnect is occurring. I have a few systems that submit tickets via email on Remedy 6 that I had to transfer to Remedy 7, which we did using the HPD:IncidentInterface_Create form. One of the things I needed to setup was an entry on the "Operational Catalog Setup" form for each Organizational Tier. Without this, I was able to create an entry on the interface form but failed in turn to open an HPD:Helpdesk (Incident) ticket. Sounds similar to the problem you are having, and could have the same cause. Harry -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of grenadaguy Sent: Tuesday, July 28, 2009 08:00 To: [email protected] Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0) I installed aruser and aradmin to try this out but wasn't able to successfully authenticate with aradmin (presumably because I have no administrative access) and aruser looked just like the GUI you see with the browser. The problem is in mapping the required fields in the GUI to those required by Web Services, I don't have a problem with creating incidents via the GUI. Sorry if I missed your point. -- Grooms, Frederick W wrote: > > Here is my thoughts on this. > > Since you know what form the Web Service is submitting to and the data > you are passing in the create operation you can open the form in the > User tool (use the same login and password used in the Web Service > header). Turn on the Filter logging in the User Tool ( Tools -> > Options -> Logging). Put in the same data you passed with the Web > Service and you would then have logs to trace. > > BTW: You can get to the server log files from the user tool in a > couple of ways if you know the location of the files. The easiest is > with the Remedy Administrator you can create a form with an attachment > pool (to hold the file) and using the PROCESS command of > PERFORM-ACTION-ADD-ATTACHMENT in a filter have the server store the > log file into an attachment. > > Fred > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of grenadaguy > Sent: Friday, July 24, 2009 4:58 PM > To: [email protected] > Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0) > > Jarl, I started looking at backchannel before I was made aware of Web > Services and haven't spent any time on it since. So far I have not > been able to get Web Services to work with the constraints I am under > so really researching it has been no more productive than trying to > use backchannel. > > It seems that out of the box Web Services is basically crippled for a > non-privileged user because it doesn't provide any diagnostics in the > response to tell you what is wrong with a request. > > If I were trying to use Web Services with, say, Amazon, would I have > to be calling Amazon technical support for them to turn on diagnostics > and look through logs? Wouldn't I have a clearly documented interface > with a way of determining the allowed values for each field, including > whether a particular field could be left empty? I don't think I have > that with the Remedy installation I have here, and I would be > surprised if it was changed from out of the box. > > Once again I am appealing for suggestions on the way forward. > > -- > > > With those two document you should get a good overview of the > different methods of creating integration into AR System. So, then I > find it strange that you spending a lot of time trying to integrate > trough an undocumenteted interface(using the backchannel method) > > I would go for the wget and an xml integration(soap). Since you got an > resonse from the SoapUI then your on the correct path. But like others > pointed out, you need acess toi turn on logs and other mechanism to > pin point where the error is. (I suspect the error to be that you do > not send all necesary information to create an incident) > > -- > Jarl > > > > 2009/7/23 grenadaguy <[email protected]>: >> Jarl, I've read the relevant parts of: >> >> White Paper >> September 27, 2006 >> BMC ® Remedy® IT Service Management 7.0 Integrations >> >> and >> >> BMC® Remedy® Action Request System® 7.0 Integrating with Plug-ins and >> Third-Party Products >> >> As well as browsing through a large number of others looking in vain >> for any details of BackChannel (the latter is sort of documented in >> the performance testing document). >> >> Is there any other document which would be relevant to what I'm >> trying to achieve? >> >> And would further examination of the documentation help me without >> your other pre-requsite being satisfied? >> >> >> If you trying to create and integration into AR System be sure to >> have access to a person who got admin privilegies. >> >> Reading the documentation is also a good start. >> >> -- >> Jarl >> >> >> >> >> 2009/7/23 grenadaguy <[email protected]>: >>> It almost certainly would help if I had any administrative access to >>> the server, or indeed any access other than with a basic brower and >>> user privileges only to open and resolve incidents, however sadly >>> this is not the case. >>> >>> It seems like the diagnostics provided by Web Services out of the >>> box are just as cryptic as those with BackChannel? At least with >>> BackChannel I was able to get an incident number separately from the >>> request that actually failed. Also that's a clue that getting an >>> INC# isn't any indication of successful incident creation. >>> >>> Any suggestions where to go from here appreciated, I'm just about >>> ready to give up. The chances of altering the configuration of the >>> server to improve the diagnostics are next to nil (politics and >>> beaurocracy). >>> >>> >>> Mark, >>> >>> You can turn on WebService's logs on the Mid-Tier level to see some >>> more details about the Web Services interactions. However, if you >>> are in fact getting an Incident number back, then I would start with >>> watching Server side Filter logs first. After all in order for the >>> number to exist the data had to hit the DB. So it sounds like it is >>> all getting there. >>> >>> Maybe you have a permissions problem with the incident? ( Did you >>> try to find that incident as an admin user? ) >>> >>> Maybe there is some workflow that is also deleting the record after >>> it is created? >>> >>> Hope that helps. >>> >>> -- >>> Carey Matthew Black >>> BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request >>> System(Remedy) >>> >>> Love, then teach >>> Solution = People + Process + Tools >>> Fast, Accurate, Cheap.... Pick two. >>> >>> On Wed, Jul 22, 2009 at 4:09 PM, >>> grenadaguy<[email protected]> >>> wrote: >>>> Thanks, I got the tip to use WebServices from another source as >>>> well (coincidentally including a perl script written you your good self). >>>> >>>> I have set up a request in soapUI and am getting a response back >>>> with an incident number (below), but no ticket is created and there >>>> is no error to say what the problem might be (not much better than >>>> BackChannel??) >>>> >>>> I'm attaching the request as well. >>>> >>>> <soapenv:Envelope >>>> xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"; >>>> xmlns:xsd="http://www.w3.org/2001/XMLSchema"; >>>> xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";> >>>> <soapenv:Body> >>>> <ns1:HelpDesk_Submit_ServiceResponse >>>> xmlns="urn:HPD_IncidentInterface_Create_WS" >>>> xmlns:ns1="urn:HPD_IncidentInterface_Create_WS"> >>>> <ns1:Incident_Number>INC000000127815</ns1:Incident_Number> >>>> </ns1:HelpDesk_Submit_ServiceResponse> >>>> </soapenv:Body> >>>> </soapenv:Envelope> >>> > > > > -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24700345.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
