I see. In that case, I would lean toward creating a separate form that you push to to trigger the web service call. That doesn't require you to customize the Help Desk form at all beyond adding a filter to it to do the push in the right circumstances.
Lyle From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jason Miller Sent: Wednesday, July 29, 2009 4:01 PM To: [email protected] Subject: Re: Getting the Request ID for a web service on submit ** Thanks for the feedback. It is the Help Desk form that is calling the web service. There are 774 filters that would need to be updated to not fire when the DO field is being set. Along these lines I had also considered having the web service filter fire earlier then all of the other filters and then uses a goto action to skip all of the other filters. I was hoping to not have to change the execution order of existing filters and there are times where I want those other filters to fire in the same operation that calls the web service (e.g. if the ticket changes assignee, group, etc) . Thanks, Jason On Wed, Jul 29, 2009 at 11:21 AM, Lyle Taylor <[email protected]<mailto:[email protected]>> wrote: ** If you add a display only field to the form, push a value to that field, as in option 1, and then have your web service filter trigger on that field being set, you could avoid having all your other filters fire again. You'd have to update the other filters to not fire if that new DO field is set, but it would still be doable, and you'd avoid having to create another form. Lyle From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Jason Miller Sent: Wednesday, July 29, 2009 11:59 AM To: [email protected]<mailto:[email protected]> Subject: Getting the Request ID for a web service on submit ** Getting the Request ID for a web service on submit We have an appliance that sends notifications to IP phones using Cisco UCM via a web service from Remedy to the appliance. The issue we are running into is that the web service call is done in a set fields action and the Request ID is not available in phase 1 on create. There is no issue calling the web service during a modify. The options I have considered are: 1. Set the web service filter to only fire on modify and doing a push field to the record that was just created to trigger web service. I don't want to retrigger all of the other filters that just fired when the request was submitted. 2. We could push the record to another form that would call the web service. This isn't too much trouble but I would like to avoid building a form just for this (even though it could be reused as a web service interface form). 3. Create an escalation that will set the flag field, triggering the web service call after the ticket is created. Again this would fire all of the filters just to send the info to the appliance, we already have a ton of escalations I don't want to add another one if we don't have to, and there would a delay in the notification being sent. How are other people handing sending the Request ID to a web service on submit? So far option 2 is looking like the best one. Thanks, Jason ARS 7.5 p1 MS SQL 2005 Windows 2008 x64 (both db and app servers) _Platinum Sponsor: [email protected]<mailto:[email protected]> ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: [email protected]<mailto:[email protected]> ARSlist: "Where the Answers Are"_ _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"
