Not sure which Web Service you're using (OoB or a Custom one), and not sure which form that web service is referring to (CHG:InfrastructureChange, or maybe the Interface form). Looking at the error message though, it appears that maybe the information your passing for the Contact is not unique enough. Here is what I would do to troubleshoot.
Open the form that your webservice is referring to, in new request mode in the thick client and enter the data that you are passing in the Web Service call. (make sure you use the same Userid as well.) If it still errors there, then enable the logging in the thick client and hopefully that will lead you to the solution.
If the error is due to the Contact not being unique enough, you should be able to tell in the logs what information from the Contact is being used to query CTM:People. Re-create this query yourself and see if you get back 16 records. Then you just need to determine how to make that information unique....
Humm, using remedy client and providing the same fields, I don't get the error. So something should be wrong before in the chain about field mapping. (using BAO).
You can also test your webservice by using SoapUI. Just create a new project using your WSDL and then you can fill in all the data you're submitting via BAO.
You should be able to download the free version from either www.soapui.org or www.smartbear.com.
We have Web Service HPD:IncidentInterface_Create Form, the web service is working fine and it is getting incident number when the People record is not having Same First Name and Last Name as 2 or 3 records.
where as we are facing the issue when we are trying to submitt a request the record is not getting created and not getting incident number back on the staging form. We are getting the below error.
ERROR (48255): ; 3 records have been found for the Incident contact information you have provided. Please talk to your data administrator to make this data unique.
I see that with the same First Name and Last Name there are 3 records exist in People form but the corporate Id is different for all of them and these users does not require any login id as per our requirement.
Could you please let me know did you see this kind of similar issue.
There are few defects in this area where first name and last name is validated while creating record from Interface_Create form. I guess this issue has been fixed in 8.1.01 or 8.1.02 where login id or person id has been included as well in validation.
There is a fix as well for defect SW00460490 for which you need to contact BMC support.
I've checked it earlier but unfirtunantely - this deffect is stil in progress !
Do you find any bypass idea for that problem ?