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5 Replies Last post: Dec 15, 2008 11:30 AM by carl_wilson  
igeorg Enthusiast
igeorg
32 posts since
Feb 1, 2008
Currently Being Moderated

Oct 13, 2008 3:05 AM

Adding an attachment to back-end applications

Hello all,

 

I have a case where I am trying to add an attachment from SRM to the back-end application. As I have been informed, this is not supposed to happen and if I need to to it, I have to either modify the HPD:Template form or work with the provided advanced interaction forms.

 

However, I don't want to use any templates in the AOTs and also I have already developed 15 SRDs, so I tried to modify the HPD:Template form by adding an attachment field. I tried to use the CAI forms to make the necessary mappings, but no results.

 

Has anybody done this before? Any leads on how to do this?

 

Thank you all in advance,

 

Ioannis

carl_wilson Expert
carl_wilson
781 posts since
Oct 11, 2007
Currently Being Moderated
1. Nov 4, 2008 3:46 PM in response to: igeorg
Re: Adding an attachment to back-end applications

There are a number of intermediate forms and workflow that would need to be updated to include the new field.

This is not an easy task.

I have listed some of the steps in a previous thread some time ago.  To work out what is happening will take a lot of logging and time if you are prepared to head down this path.

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igeorg Enthusiast
igeorg
32 posts since
Feb 1, 2008
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2. Nov 20, 2008 5:03 AM in response to: carl_wilson
Re: Adding an attachment to back-end applications

Thank you for this!

 

Ioannis

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nishu Enthusiast
nishu
23 posts since
Nov 24, 2008
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3. Nov 24, 2008 3:15 AM in response to: igeorg
Re: Adding an attachment to back-end applications

Hi,

Are you getting the problem like when you add an attachment in SRM you are not able to see in the incident/change ticket(For eg.) Can you atleast see the attachment details in the work info?

 

Thanks,

Nishu

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neo1494 Participant
neo1494
1 posts since
Aug 6, 2008
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4. Dec 5, 2008 10:16 AM in response to: igeorg
Re: Adding an attachment to back-end applications

Hi Loannis,

 

Have you been able to setup workflow to send the attachment from SRM to the Change or Incident Management back end application? I've been working on this myself, however it is not working for me. I keep getting an field not on form error.

If you have accomplished this, Is it possible to get the steps to add an attachment.

 

Thanks in advance,

 

Andre

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carl_wilson Expert
carl_wilson
781 posts since
Oct 11, 2007
Currently Being Moderated
5. Dec 15, 2008 11:34 AM in response to: neo1494
Re: Adding an attachment to back-end applications

For Incident you would need to add the field to the following:

 

Forms:

 

SRM:Request

SRM:AppInstanceBridge

SRM:QuestionTemplate (used in a join with CAI:AppRegistry - SRM:OutJoinSRGJoin)

HPD:IncidentInterfaceCreate

HPD:IncidentInterfaceCreate_WS (SRM invokes the Web Service to create an entry in HPD:IncidentInterfaceCreate)

HPD:Help Desk

 

Workflow involved:

 

 

SRM:REQ:OnSubmit_IncidentRequestType

SRM:AOI:GetSRFieldValues

SRM:AOI:CreateEventParam_CreateSRFieldAttrib_05_TableLoop

SRM:AOI:Create|AppRequest_CreateSRFieldAttrib_TableLoop_20`!

SRM:AOI:CreateEvent_GenericParam_TemplateID`!

SRM:AOI:CreateEvent_Generic

CAI:EVT:Outbound_Submit_StartFilterAPI_Async_Local

HPD:HII:CreateIncident_100`!

 

 

If it is for an attachment, you could utilize some of the attachment fields on these forms already when you update the Filters.

As you can see, it not just as easy as adding a new field to one or two forms.

 

SRM uses the WS to create the entries, I think this is what most people don't realise.

 

 

Hope that at least helps you work out where things are going wrong.

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