Re: Trying to use BackChannel (AR Mid-Tier v7.0)
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:userNameMark.Courtenay/urn:userName urn:passwordsecret/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:StatusNew/urn:Status urn:ActionCREATE/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
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
Not sure what you mean by GetEntry, I used HPD_IncidentInterface_WS + HelpDesk_Query_Service to query the incident and getting: Tue Jul 28 10:03:48 BOT 2009:DEBUG: MessageNum: 302[\n] Tue Jul 28 10:03:48 BOT 2009:DEBUG: MessageText: Entry does not exist in database[\n] However I can query an incident created by the GUI and this provided a dump of the incident. It also on the face of it seemed somewhat helpful in that the values of certain fields were filled out that were blank in my incident creation attempt. However while some of the fields are the same as the incident creation request, there are also a number of different ones, and including them causes an error. Here's the response to the query in case it helps: 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_Query_ServiceResponse xmlns=urn:Port xmlns:ns1=urn:Port ns1:Assigned_GroupTSO GRENADA/ns1:Assigned_Group ns1:Assigned_Group_Shift_Name/ ns1:Assigned_Support_CompanyRBTT GRENADA/ns1:Assigned_Support_Company ns1:Assigned_Support_OrganizationRBTT BANK/ns1:Assigned_Support_Organization ns1:AssigneeRON ANDREW/ns1:Assignee ns1:Categorization_Tier_1PROJECTS/ns1:Categorization_Tier_1 ns1:Categorization_Tier_2NEW/ns1:Categorization_Tier_2 ns1:Categorization_Tier_3NEW/ns1:Categorization_Tier_3 ns1:City./ns1:City ns1:Closure_Manufacturer/ ns1:Closure_Product_Category_Tier1SOFTWARE/ns1:Closure_Product_Category_Tier1 ns1:Closure_Product_Category_Tier2NEW/ns1:Closure_Product_Category_Tier2 ns1:Closure_Product_Category_Tier3NEW/ns1:Closure_Product_Category_Tier3 ns1:Closure_Product_Model_Version/ ns1:Closure_Product_Name/ ns1:CompanyRBTT GRENADA/ns1:Company ns1:Contact_CompanyRBTT GRENADA/ns1:Contact_Company ns1:Contact_SensitivityStandard/ns1:Contact_Sensitivity ns1:CountryGrenada/ns1:Country ns1:DepartmentGRAND ANSE BRANCH/ns1:Department ns1:DescriptionFigures for T/35/ns1:Description ns1:Detailed_DecriptionKindly correct the cash opening figures for T/35 n/o Renette Pascall, it still reflects zero balances. Cash closing figs. 17.07.09 were: XCD $49,981.67 USD$4658.00 GBP 3390 EUR 3790 CAD 35 BBD 1404 Thanks/ns1:Detailed_Decription ns1:First_NameLYDIA/ns1:First_Name ns1:Impact4-Minor/Localized/ns1:Impact ns1:Last_NameFRAME/ns1:Last_Name ns1:Manufacturer/ ns1:Middle_Initial/ ns1:OrganizationRBTT BANK/ns1:Organization ns1:Phone_Number473 440-3521/ns1:Phone_Number ns1:PriorityMedium/ns1:Priority ns1:Priority_Weight0/ns1:Priority_Weight ns1:Product_Categorization_Tier_1SOFTWARE/ns1:Product_Categorization_Tier_1 ns1:Product_Categorization_Tier_2NEW/ns1:Product_Categorization_Tier_2 ns1:Product_Categorization_Tier_3NEW/ns1:Product_Categorization_Tier_3 ns1:Product_Model_Version/ ns1:Product_Name/ ns1:RegionGRENADA/ns1:Region ns1:Reported_Source/ ns1:ResolutionDuplicate/ns1:Resolution ns1:Resolution_Category/ ns1:Resolution_Category_Tier_2/ ns1:Resolution_Category_Tier_3/ ns1:Service_TypeUser Service Restoration/ns1:Service_Type ns1:SiteSAINT GEORGES/ns1:Site ns1:Site_Group/ ns1:StatusClosed/ns1:Status ns1:Status_ReasonNo Further Action Required/ns1:Status_Reason ns1:Urgency3-Medium/ns1:Urgency ns1:VIPNo/ns1:VIP /ns1:HelpDesk_Query_ServiceResponse /soapenv:Body /soapenv:Envelope -- Jarl Grøneng wrote: Hi, Seems like you got all necesary information her. And you got an incident number in return. Can it be that you does not have the proper permission to see the inciden? It could be related to multi-tenancy. If you using the GetEntry soap interface, can you query for this incident? Regards, Jarl 2009/7/27 grenadaguy mark_courte...@yahoo.com: I had posted this as an attachment previously, maybe it slipped your attention. soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/; xmlns:urn=urn:HPD_IncidentInterface_Create_WS soapenv:Header urn:AuthenticationInfo urn:userNameMark.Courtenay/urn:userName urn:passwordsecret/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_GroupTSO GRENADA/urn:Assigned_Group urn:Assigned_Group_Shift_Name/urn:Assigned_Group_Shift_Name urn:Assigned_Support_CompanyRBTT GRENADA
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:arsl...@arslist.org] On Behalf Of grenadaguy Sent: Friday, July 24, 2009 4:58 PM To: arslist@ARSLIST.ORG 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 mark_courte...@yahoo.com: 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 mark_courte...@yahoo.com: 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
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-tp24579862p24708139.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
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
I had posted this as an attachment previously, maybe it slipped your attention. soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/; xmlns:urn=urn:HPD_IncidentInterface_Create_WS soapenv:Header urn:AuthenticationInfo urn:userNameMark.Courtenay/urn:userName urn:passwordsecret/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_GroupTSO GRENADA/urn:Assigned_Group urn:Assigned_Group_Shift_Name/urn:Assigned_Group_Shift_Name urn:Assigned_Support_CompanyRBTT GRENADA/urn:Assigned_Support_Company urn:Assigned_Support_OrganizationRBTT BANK/urn:Assigned_Support_Organization urn:Assignee/urn:Assignee urn:Categorization_Tier_1PROJECTS/urn:Categorization_Tier_1 urn:Categorization_Tier_2NEW/urn:Categorization_Tier_2 urn:Categorization_Tier_3NEW/urn:Categorization_Tier_3 urn:CI_Name/urn:CI_Name urn:Closure_Manufacturer/urn:Closure_Manufacturer urn:Closure_Product_Category_Tier1/urn:Closure_Product_Category_Tier1 urn:Closure_Product_Category_Tier2/urn:Closure_Product_Category_Tier2 urn:Closure_Product_Category_Tier3/urn:Closure_Product_Category_Tier3 urn:Closure_Product_Model_Version/urn:Closure_Product_Model_Version urn:Closure_Product_Name/urn:Closure_Product_Name urn:DepartmentSAINT GEORGES BRANCH/urn:Department urn:First_NameELIZABETH/urn:First_Name urn:Impact4-Minor/Localized/urn:Impact urn:Last_NameHENRIQUES/urn:Last_Name urn:Lookup_Keyword/urn:Lookup_Keyword urn:Manufacturer/urn:Manufacturer urn:Product_Categorization_Tier_1SOFTWARE/urn:Product_Categorization_Tier_1 urn:Product_Categorization_Tier_2NEW/urn:Product_Categorization_Tier_2 urn:Product_Categorization_Tier_3NEW/urn:Product_Categorization_Tier_3 urn:Product_Model_Version/urn:Product_Model_Version urn:Product_Name/urn:Product_Name urn:Reported_SourceEmail/urn:Reported_Source urn:Resolution/urn:Resolution urn:Resolution_Category_Tier_1/urn:Resolution_Category_Tier_1 urn:Resolution_Category_Tier_2/urn:Resolution_Category_Tier_2 urn:Resolution_Category_Tier_3/urn:Resolution_Category_Tier_3 urn:Service_TypeUser Service Restoration/urn:Service_Type urn:StatusNew/urn:Status urn:ActionCREATE/urn:Action urn:Work_Info_Summary/urn:Work_Info_Summary urn:Create_RequestYes/urn:Create_Request urn:SummaryPersonal Loan Promotion - Approved/urn:Summary urn:NotesWe are pleased to announce the launch of our Personal Loan campaign . .Approved.. As stated below in email from Country Head please supply a code for officers to use when booking said loans./urn:Notes urn:UrgencyLow/urn:Urgency /urn:HelpDesk_Submit_Service /soapenv:Body /soapenv:Envelope -- Jarl Grøneng wrote: 2009/7/24 grenadaguy mark_courte...@yahoo.com: 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. Yes, thats the issue! The non-technical documentation is non-exixting! Thats why you need to talk to an administrator. Can you provide the input XML your using? I suspect that you missing some key information that is needed. Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24685258.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
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 mark_courte...@yahoo.com: 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 mark_courte...@yahoo.com: 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, grenadaguymark_courte...@yahoo.com 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_NumberINC00127815/ns1:Incident_Number /ns1:HelpDesk_Submit_ServiceResponse
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
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, grenadaguymark_courte...@yahoo.com 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_NumberINC00127815/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-tp24579862p24623675.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
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
John, Would use of this tool help with the problem I described elsewhere in this thread or would it just add the complication of another system to install/configure/debug/troubleshoot? What interface does it use to the Remedy server? BackChannel, Web Services or something else? If it were BackChannel it might be worth a try - thanks - Mark You might want to consider http://www.kineticdata.com/Products/KineticLink.html . Free/opensource -- similar concept to backchannel. -John On Jul 20, 2009, at 8:21 PM, grenadaguy wrote: Greetings all, I'm trying to write a couple of scripts which use wget (from a Linux box) to robotically create incidents when required. I feel this could be useful in my environment to ease the transition from my internal-only customers currently sending requests by e-mail, also to facilitate the creation of regular maintenance tasks. While these may be features supported in some Remedy configurations I am not in full administrative control of the system we use and such features are not likely to be enabled for my use. So far I am able to duplicate a case having captured the backchannel messages from doing it manually, i.e. sent by the browser when accessing http://server ip/arsys/BackChannel/. Logging in and maintaining session cookies using wget seem to work fine for this - the real work seems to be done by the backchannel access. The only modification to the original POSTed message as sent by the browser is a new incident number and a related Id. When I try and adjust the obvious parameters in the backchannel SetEntryList message to actually generate a new incident (user, title, notes) I'm getting the response Message not found. I have no idea what this error means nor what the implied problem is with my POST data for it not to be accepted. I'd be happy to post my script in full if anyone is inclined to look at it in detail. I've not been able to find any documentation on backchannel, only vague references, but then I don't have a support id with access to the full documentation (presumably someone in the company where I work does). I just need to know enough to adjust any other parameters which need adjusting for backchannel to accept my POST data. Reference is made to backchannel in the documentation for the Borland SilkPerformer product so presumably what I'm trying to do is one of the things backchannel was designed for (i.e. to bypass the user interface). Anyone with backchannel experience, please help. Thanks Mark -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24623734.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
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
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 mark_courte...@yahoo.com: 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, grenadaguymark_courte...@yahoo.com 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_NumberINC00127815/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-tp24579862p24623675.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24628281.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
Re: Trying to use BackChannel (AR Mid-Tier v7.0)
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_NumberINC00127815/ns1:Incident_Number /ns1:HelpDesk_Submit_ServiceResponse /soapenv:Body /soapenv:Envelope Carey Matthew Black wrote: Mark, If the goal is: to robotically create incidents when required then why not use WebServices as the interface or use the ARS API as the interface? I think the BackChannel is internal to the Mid-Tier and as such is not only not supported (by itself) but also undocumented. -- 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 Tue, Jul 21, 2009 at 12:07 PM, John Sundbergjohn.sundb...@kineticdata.com wrote: You might want to consider http://www.kineticdata.com/Products/KineticLink.html. Free/opensource -- similar concept to backchannel. -John On Jul 20, 2009, at 8:21 PM, grenadaguy wrote: Greetings all, I'm trying to write a couple of scripts which use wget (from a Linux box) to robotically create incidents when required. I feel this could be useful in my environment to ease the transition from my internal-only customers currently sending requests by e-mail, also to facilitate the creation of regular maintenance tasks. While these may be features supported in some Remedy configurations I am not in full administrative control of the system we use and such features are not likely to be enabled for my use. So far I am able to duplicate a case having captured the backchannel messages from doing it manually, i.e. sent by the browser when accessing http://server ip/arsys/BackChannel/. Logging in and maintaining session cookies using wget seem to work fine for this - the real work seems to be done by the backchannel access. The only modification to the original POSTed message as sent by the browser is a new incident number and a related Id. When I try and adjust the obvious parameters in the backchannel SetEntryList message to actually generate a new incident (user, title, notes) I'm getting the response Message not found. I have no idea what this error means nor what the implied problem is with my POST data for it not to be accepted. I'd be happy to post my script in full if anyone is inclined to look at it in detail. I've not been able to find any documentation on backchannel, only vague references, but then I don't have a support id with access to the full documentation (presumably someone in the company where I work does). I just need to know enough to adjust any other parameters which need adjusting for backchannel to accept my POST data. Reference is made to backchannel in the documentation for the Borland SilkPerformer product so presumably what I'm trying to do is one of the things backchannel was designed for (i.e. to bypass the user interface). Anyone with backchannel experience, please help. Thanks Mark -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are http://www.nabble.com/file/p24613686/soaprem.txt soaprem.txt -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24613686.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
Trying to use BackChannel (AR Mid-Tier v7.0)
Greetings all, I'm trying to write a couple of scripts which use wget (from a Linux box) to robotically create incidents when required. I feel this could be useful in my environment to ease the transition from my internal-only customers currently sending requests by e-mail, also to facilitate the creation of regular maintenance tasks. While these may be features supported in some Remedy configurations I am not in full administrative control of the system we use and such features are not likely to be enabled for my use. So far I am able to duplicate a case having captured the backchannel messages from doing it manually, i.e. sent by the browser when accessing http://server ip/arsys/BackChannel/. Logging in and maintaining session cookies using wget seem to work fine for this - the real work seems to be done by the backchannel access. The only modification to the original POSTed message as sent by the browser is a new incident number and a related Id. When I try and adjust the obvious parameters in the backchannel SetEntryList message to actually generate a new incident (user, title, notes) I'm getting the response Message not found. I have no idea what this error means nor what the implied problem is with my POST data for it not to be accepted. I'd be happy to post my script in full if anyone is inclined to look at it in detail. I've not been able to find any documentation on backchannel, only vague references, but then I don't have a support id with access to the full documentation (presumably someone in the company where I work does). I just need to know enough to adjust any other parameters which need adjusting for backchannel to accept my POST data. Reference is made to backchannel in the documentation for the Borland SilkPerformer product so presumably what I'm trying to do is one of the things backchannel was designed for (i.e. to bypass the user interface). Anyone with backchannel experience, please help. Thanks Mark -- View this message in context: http://www.nabble.com/Trying-to-use-BackChannel-%28AR-Mid-Tier-v7.0%29-tp24579862p24579862.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
