11 Replies Latest reply on Feb 19, 2019 11:19 AM by Paolo Campagno

    BAO - Change Assigned Group

    Fernando Yokoi
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      Hello

       

      Can anyone help me to change the "Assigned Group" of the ITSM incident by the Atrium Orchestrator?

       

      Request by Integration Mapping:

       

      Operation: Query-Update Entries

      Application: Remedy Incident Management

      Form: HPD: IncidentInterface

       

      Inputs:

      Query: 'Incident Number' = 'Incident Number'

      Assigned Group: ABC

      Assigned Group ID: SGP000000000558

      Assigned Support Company: Enterprise

      Assigned Suport Organization: CORP

       

      ErrorMessage:

       

      Error occured performing remedy action: Message [summary = Error occurred while querying for field IDs on Remedy schema 'HPD: IncidentInterface'., Detail = 'Message [summary = Error occurred while executing query' 'Incident Number' = "INC000000001703" 'on Remedy schema 'HPD: IncidentInterface', detail = 'Message [summary = Exception occured in Adapter' ARSAdapter '., Detail = Remedy exception:' [Type = 2] [Num = 1291049] [Text =] [AppendedText = The Assigned Group fields are invalid. Use the associated field menus Support Company, Support Organization, and Assigned Group or the type-ahead-return function on the Assigned Group field to select this information.] ']'] ']

       

      Regards,

      Yokoi, Fernando.

        • 1. Re: BAO - Change Assigned Group
          Aryan Anantwar

          Hi,

           

          Kindly check in Remedy if you have configured the above Support Group correctly.

          There may be some change in Support Group name or else.

           

          Also check the user configured in ARS Adapter have suitable permission to do that.

           

          Hope this Helps.

           

          Regards,

          Aryan Anantwar

          • 2. Re: BAO - Change Assigned Group
            Smita Ithape

            Is it working when you perform it manually on HPD:Help Desk , with same user and incident number?

            • 3. Re: BAO - Change Assigned Group
              Fernando Yokoi

              Smita,

               

              Yes, it is working manually.

               

              Regards,

              Yokoi, Fernando.

              • 4. Re: BAO - Change Assigned Group
                Fernando Yokoi

                Aryan,

                 

                Manually with the same user, Incident ID and Support Group works normally.

                 

                Regards,

                Yokoi, Fernando.

                • 5. Re: BAO - Change Assigned Group
                  Fernando Yokoi

                  Hi Smita,

                   

                  Follow the return:

                   

                  Request:

                   

                  <items>

                  <item>

                  <schema>HPD:IncidentInterface</schema>

                  <entry-id>INC000000003205|INC000000003205</entry-id>

                  <Incident-Number>INC000000001703</Incident-Number>

                  <updated-field>Description</updated-field>

                  <updated-field-value>testing</updated-field-value>

                  </item>

                  </items>

                   

                   

                  Response:

                   

                  DEBUG - Preparing to test the process.........

                  DEBUG - Starting Local Peers on the grid........

                  DEBUG - Started all local peers.

                  DEBUG - ---------------------------------------------------

                  DEBUG - -- About to Start WorkFlow Testing

                  DEBUG - ---------------------------------------------------

                  DEBUG - Process Details:

                  DEBUG - Grid Name: MyGrid

                  DEBUG - Module Name: AMP-AD-BMC-Remedy-ARS

                  DEBUG - Process ID: :AMP-AD-BMC-Remedy-ARS:Update Items

                  DEBUG - Launch Requested

                  16 Aug 2017 17:32:18,937 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:Update Items] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [ProcessStart=The process started. It is triggered by the scheduler.]

                  16 Aug 2017 17:32:18,945 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:Update Items] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535]

                  [TEXT=Iterate through items]

                  [items=

                  <items>

                    <item>

                      <schema>HPD:IncidentInterface</schema>

                  <entry-id>INC000000003205|INC000000003205</entry-id>

                      <Incident-Number>INC000000001703</Incident-Number>

                  <updated-field>Description</updated-field>

                  <updated-field-value>testing</updated-field-value>

                    </item>

                  </items>]

                  16 Aug 2017 17:32:18,968 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:Utilities:Set Default Adapter Name] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]/:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry:start:call-process[1]] [ProcessTermination=The process terminated in the completed state. The process started at 16 Aug 2017 17:32:18,967, terminated at 16 Aug 2017 17:32:18,968, and the execution took 1 milliseconds.]

                  16 Aug 2017 17:32:18,970 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]]

                  [TEXT=Trying to translate]

                  [updated field=Description]

                  [value=

                  <result>

                    <updated-field-value>testing</updated-field-value>

                  </result>]

                  [schema name=HPD:IncidentInterface]

                  16 Aug 2017 17:32:18,980 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]]

                  [TEXT=Field to be updated]

                  [field=

                  <values>

                    <field name="Description" xml:space="preserve"><![CDATA[testing]]></field>

                  </values>]

                  16 Aug 2017 17:32:18,986 [Current Time=Wed Aug 16 17:32:18 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]]

                  [TEXT=Adapter request]

                  [adapter request=

                  <request-data>

                    <remedy-action>

                  <entry-id>INC000000003205|INC000000003205</entry-id>

                      <schema>HPD:IncidentInterface</schema>

                      <values>

                        <field name="Description" xml:space="preserve">testing</field>

                      </values>

                    </remedy-action>

                  </request-data>]

                  16 Aug 2017 17:32:19,237 [Current Time=Wed Aug 16 17:32:19 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]]

                  [TEXT=Adapter response]

                  [adapter response=

                  <update-action-result>

                    <entries>

                      <metadata>

                        <entry-count>0</entry-count>

                      </metadata>

                    </entries>

                  </update-action-result>]

                  16 Aug 2017 17:32:19,239 [Current Time=Wed Aug 16 17:32:19 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Update Entry] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535/:AMP-AD-BMC-Remedy-ARS:Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]] [ProcessTermination=The process terminated in the completed state. The process started at 16 Aug 2017 17:32:18,962, terminated at 16 Aug 2017 17:32:19,238, and the execution took 276 milliseconds.]

                  16 Aug 2017 17:32:19,256 [Current Time=Wed Aug 16 17:32:19 BRT 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:Update Items] [Root Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [Job Id=385041185326e5d6:58f376bf:15deb1402ed:-80001-1502915538535] [ProcessTermination=The process terminated in the completed state. The process started at 16 Aug 2017 17:32:18,939, terminated at 16 Aug 2017 17:32:19,256, and the execution took 317 milliseconds.]

                   

                  Regards,

                  Yokoi, Fernando.

                  • 6. Re: BAO - Change Assigned Group

                    Hello Fernando,

                    Are you that all field values are correct?

                    Assigned Group: ABC

                    Assigned Group ID: SGP000000000558

                    Assigned Support Company: Enterprise

                    Assigned Suport Organization: CORP

                     

                    If you set that group for the Incident manually and then query "HPD: IncidentInterface", do you see that  exact values?

                    --

                    Sincerely,

                    Oleksii

                    • 7. Re: BAO - Change Assigned Group
                      Fernando Yokoi

                      Oleksii,

                       

                      Through the process "Get Incident by Incident ID" only the field "Assigned Support ID" does not return any value.

                       

                      Manually update informations:

                       

                      Assigned Group..........: FNC_SONDA_SERVICE_DESK

                      Assigned Support Company: Telefonica - DC Brasil

                      Assigned Support Org....: FNC_SONDA

                       

                      Response Get Incident by Incident ID process:

                       

                      <Incidents>

                        <Incident>

                          <incident-number>INC000000003205</incident-number>

                          <first-name>LAÉRCIO</first-name>

                          <last-name>TARDOCHI</last-name>

                          <assigned-group>FNC_SONDA_SERVICE_DESK</assigned-group>

                          <assigned-to />

                          <status>Assigned</status>

                          <status-reason />

                          <impact>2-Significant/Large</impact>

                          <short-description>Perf - Aplicação - Telefonica DC Remedy - LNXTDREMMTINT02</short-description>

                          <priority>High</priority>

                          <priority-weight>20</priority-weight>

                          <assigned-support-org>FNC_SONDA</assigned-support-org>

                          <company>Telefonica - DC Brasil</company>

                          <contact-company>Telefonica - DC Brasil</contact-company>

                          <urgency>2-High</urgency>

                          <reported-source>BMC Impact Manager Event</reported-source>

                          <phone-number>###</phone-number>

                          <service-type>Infrastructure Event</service-type>

                          <instance-id>IDHAA5V0F118MAOUO68LBXKY8MF1II</instance-id>

                          <template-id />

                          <required-resolution-date />

                          <estimated-resolution-date />

                          <assigned-support-company>Telefonica - DC Brasil</assigned-support-company>

                          <assigned-group-shift-name />

                          <product-cat-tier1>DATA CENTER</product-cat-tier1>

                          <product-cat-tier2>SERVIDOR</product-cat-tier2>

                          <product-cat-tier3>GERENCIADO</product-cat-tier3>

                          <product-name />

                          <product-model-version />

                          <manufacturer />

                          <categorization-tier1>DATA CENTER - SISTEMA OPERACIONAL</categorization-tier1>

                          <categorization-tier2>UNIX</categorization-tier2>

                          <categorization-tier3>MEMORIA RAM</categorization-tier3>

                          <closure-product-cat-tier1 />

                          <closure-product-cat-tier2 />

                          <closure-product-cat-tier3 />

                          <closure-product-name />

                          <closure-product-model-version />

                          <closure-manufacturer />

                          <resolution-category-tier1 />

                          <resolution-category-tier2 />

                          <resolution-category-tier3 />

                          <activity-type />

                          <secure-log />

                          <view-access />

                          <details-log />

                          <activity-date />

                          <communication-source />

                          <contact-client-type>7000</contact-client-type>

                          <client-sensitivity>1</client-sensitivity>

                          <very-important-person>1</very-important-person>

                          <middle-initial />

                          <site-group />

                          <site>ECO BERINI</site>

                          <site-id>STE000000193527</site-id>

                          <organization />

                          <region />

                          <desk-location />

                          <mail-station />

                          <internet-email>telefonica@telefonica.com</internet-email>

                          <department />

                          <reported-date>1502717955</reported-date>

                          <long-description>Dispositivo:

                      LNXTDREMMTINT02 - 172.31.62.35 - Up

                       

                       

                      Detalhes:

                      Nome do cliente: Telefonica DC Remedy

                      CPU: 0 %

                      Memoria: 99 %

                      Top 10 processes at the time of the alert are:

                      Name Process ID Physical Memory

                      java 29914 1,541,756 kB

                      java 30096 371,088 kB

                      setroubleshootd 14546 20,876 kB

                      yum-updatesd 4598 18,120 kB

                      cupsd 4006 14,492 kB

                      restorecond 3456 11,696 kB

                      snmpd 3945 9,784 kB

                      ntpd 31735 4,888 kB

                      hald 3820 4,372 kB

                      vmtoolsd 2830 3,644 kB

                       

                       

                      Alerta: Perf - Solarwinds TI - UNIX - MEMORIA RAM - (TI) $EVT_ID=mc.pncell_W12VTDREMDBPPM02.197ede86.0</long-description>

                          <resolution />

                          <resolution-method />

                        </Incident>

                      </Incidents>

                       

                      Regards,

                      Yokoi, Fernando.

                      • 8. Re: BAO - Change Assigned Group
                        Carl Wilson

                        Hi,

                        do you have an Assignee present when attempting to update the Support Group?

                        If so, then you need to clear down both the Assignee and Assignee Login fields with your request or the system attempts to reassign the Incident to the target Support Group using the current Assignee, who may not be present in the target Support Group.

                         

                        Cheers

                        Carl

                        • 9. Re: BAO - Change Assigned Group
                          Fernando Yokoi

                          Carl,

                           

                          No, the Assigned field in ITSM is blank. When I do a get the field returns the following value: <assigned-to />

                           

                          Regards,

                          Yokoi, Fernando.

                          • 10. Re: BAO - Change Assigned Group
                            Smita Ithape

                            To update Support Group, you can use the OOB workflow "Query Update items" and give the input

                             

                            1] Adapter name:

                            2] items(XML):

                             

                            <items>

                              <item>

                                <field-id>1</field-id>

                                <schema>HPD:Help Desk</schema>

                                <id>INC000000000507</id>

                                <fields>

                                   <field name="Assigned Support Company">Calbro Services</field>

                                    <field name="Assigned Support Organization">IT Support</field>

                            <field name="Assigned Group ID">SGP000000000010</field>

                            <field name="Assigned Group">Frontoffice Support</field>

                                   </fields>

                                </item>

                            </items>

                             

                            3] batch items: blank

                            4] version:

                             

                            As Remedy expects all values in a single go when we have to update Assigned Group, so "update item" may not help here as it pass each values as separate iteration and in the background Remedy logs showing incorrect group id for filter so HPD:INC:ChkModify_016_GetAsgGrp

                             

                             

                            5]Adapter request & response response:

                             

                            12 Sep 2017 01:16:09,112 [Current Time=Tue Sep 12 01:16:09 GMT-12:00 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Query Update Entry] [Root Job Id=23f68a2ad85f99b8:-70d12d6f:15e58c6f678:-80001-1505222169112] [Job Id=23f68a2ad85f99b8:-70d12d6f:15e58c6f678:-80001-1505222169112/:AMP-AD-BMC-Remedy-ARS:Query Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]]

                            [TEXT=Adapter request]

                            [adapter request=

                            <request-data>

                              <remedy-action>

                              <schema>HPD:Help Desk</schema>

                              <query>'1'="INC000000000507"</query>

                              <values>

                              <field name="Assigned Support Company"><![CDATA[Calbro Services]]></field>

                              <field name="Assigned Support Organization"><![CDATA[IT Support]]></field>

                              <field name="Assigned Group ID"><![CDATA[SGP000000000010]]></field>

                              <field name="Assigned Group"><![CDATA[Frontoffice Support]]></field>

                              </values>

                              </remedy-action>

                            </request-data>]

                              

                            12 Sep 2017 01:16:10,718 [Current Time=Tue Sep 12 01:16:10 GMT-12:00 2017] [Process Name=:AMP-AD-BMC-Remedy-ARS:v7.5:Query Update Entry] [Root Job Id=23f68a2ad85f99b8:-70d12d6f:15e58c6f678:-80001-1505222169112] [Job Id=23f68a2ad85f99b8:-70d12d6f:15e58c6f678:-80001-1505222169112/:AMP-AD-BMC-Remedy-ARS:Query Update Items:start:switch[1]:sequence[1]:switch[1]:sequence[3]:call-process[1]] 
                            [TEXT=Adapter response]
                            [adapter response=
                            <query-update-action-result>
                              <entries>
                                <metadata>
                                  <entry-count>1</entry-count>
                                </metadata>
                              </entries>
                            </query-update-action-result>]

                             

                             

                            Thank you,

                            Smita

                            • 11. Re: BAO - Change Assigned Group
                              Paolo Campagno

                              Hi Carl,

                               

                              How can i clean the Assignee in HPD:IncidentInterface with Bao?

                               

                              Thank Paolo