Web Service HPD_IncidentInterface_Create_WS is not providing an output response for non Admin users

Version 1
    Share:|

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    Remedy Service Desk Application



    PROBLEM:

    When the OOB Web Service, HPD_IncidentInterface_Create_WS, uses an Admin account or an account with Unrestricted Access, the output is successfully received. However, when an account without any of these are used (i.e. a user with Incident Master permission), the output is received as blank.

    In both the use cases, the Incident ticket is successfully created.


    CAUSE:

    Missing OOB Permissions on Field ID 1 in the HPD:IncidentInterface_Create form


    SOLUTION:

     

    Make sure the following have View Permission to the Request ID field (Field ID 1) on HPD:IncidentInterface_Create:

    Assignee
    Assignee Group
    Hierarchical Group
    Submitter
    Unrestricted Access
    Vendor Assignee Groups
    Vendor Assignee Groups Parent

     


    Article Number:

    000143344


    Article Type:

    Solutions to a Product Problem



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles