Thanks for the encouragement, I am indeed tempted to raise it with the server administrators via a different route as a result. My first attempt via my manager who has some degree of responsibility with the system just got stonewalled - I suspect that Web Services aren't used within the organisation at present and they have no inclination to do so.
Before doing so, I tried 2 things, one was to use HelpDesk_Modify_Service to see if doing a subseqent modify after create would activate the incident somehow. The response I got to this was "ARERR [8961] Required element expected in the input XML document" (actually the element mentioned: Categorization_Tier_1 was present). This led me to the discussion in http://www.mail-archive.com/arslist@arslist.org/msg43177.html which is on similar lines to the issue Harry described. I also tried making a number of fields in the original HelpDesk_Submit_Service empty and found only Status and Action needed to be there to get a response with the incident number. Not sure what to conclude from this apart that nothing can be inferred about the completeness or otherwise of the fully populated request I was originally testing with. Below is the minimal request that I ended up with. <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"; xmlns:urn="urn:HPD_IncidentInterface_Create_WS"> <soapenv:Header> <urn:AuthenticationInfo> <urn:userName>Mark.Courtenay</urn:userName> <urn:password>secret</urn:password> <!--Optional:--> <urn:authentication></urn:authentication> <!--Optional:--> <urn:locale></urn:locale> <!--Optional:--> <urn:timeZone></urn:timeZone> </urn:AuthenticationInfo> </soapenv:Header> <soapenv:Body> <urn:HelpDesk_Submit_Service> <urn:Assigned_Group/> <urn:Assigned_Group_Shift_Name/> <urn:Assigned_Support_Company/> <urn:Assigned_Support_Organization/> <urn:Assignee/> <urn:Categorization_Tier_1/> <urn:Categorization_Tier_2/> <urn:Categorization_Tier_3/> <urn:CI_Name/> <urn:Closure_Manufacturer/> <urn:Closure_Product_Category_Tier1/> <urn:Closure_Product_Category_Tier2/> <urn:Closure_Product_Category_Tier3/> <urn:Closure_Product_Model_Version/> <urn:Closure_Product_Name/> <urn:Department/> <urn:First_Name/> <urn:Impact/> <urn:Last_Name/> <urn:Lookup_Keyword/> <urn:Manufacturer/> <urn:Product_Categorization_Tier_1/> <urn:Product_Categorization_Tier_2/> <urn:Product_Categorization_Tier_3/> <urn:Product_Model_Version/> <urn:Product_Name/> <urn:Reported_Source/> <urn:Resolution/> <urn:Resolution_Category_Tier_1/> <urn:Resolution_Category_Tier_2/> <urn:Resolution_Category_Tier_3/> <urn:Service_Type/> <urn:Status>New</urn:Status> <urn:Action>CREATE</urn:Action> <urn:Work_Info_Summary/> <urn:Create_Request/> <urn:Summary/> <urn:Notes/> <urn:Urgency/> </urn:HelpDesk_Submit_Service> </soapenv:Body> </soapenv:Envelope> -- Mark, Not exactly broken, your code to open the ticket from the HPD_IncidentInterface_Create_WS form could be perfect. But if your HPD_IncidentInterface_Create_WS form was a copy of the HPD_IncidentInterface_Create with some tweaking for the Web Service, then it is going to look for an entry in the "Operational Catalog Setup" form. Yes, I believe that you are stuck until you get help from someone with administrative access. It may be all you need is have them create an entry in the "Operational Catalog Setup" form and your done. And I think there is a good chance of that because you have confirmation that an interface record was created. If further diagnoses is needed, the Remedy admin will have to do some filter and active link logging to see at which point the creation of the HPD:Helpedsk record fails. Personally, I find it amazing and admirable that you have gone to this extent to come up with your solution. I'm happy when someone has done a tenth of the work you have toward defining what they want and working on a solution. Hopefully your admin/developer/support person feels the same way and helps you finish this off quickly. Harry -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of grenadaguy Sent: Tuesday, July 28, 2009 14:24 To: arslist@ARSLIST.ORG Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0) Harry, are you saying that the installation I am trying to use is broken in some way for Web Services as a result of being an upgrade from a previous AR version (actually I think it was upgraded from v5)? If that is the case, then I guess I am stuck until I get somebody with administrative access to the server to fix the problem, possibly in the way you describe? What diagnostics could I get them to look at to determine if this is actually the case? Is there any other functionality than Web Services which might be affected adversely by this issue? -- 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 -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24723076.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:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
