11 Replies Latest reply on Nov 12, 2019 8:25 AM by Dhushanth Ganesan

    Incident integration using Template

    Dhushanth Ganesan
      Share This:

      Can we use incident templates to create Incident via Integration. I pass template id in the xml but its still asking Status, Urgency, Impact, etc.,

      Can anyone help on this.

       

      Thanks,

        • 1. Re: Incident integration using Template
          Ankit Tiwari

          Yes I believe you can. How are you integrating? Passing template id in custom form ? Can you please share more details.

          • 2. Re: Incident integration using Template
            Dhushanth Ganesan

            No. I tried to passing in Incident Interface Create form using SOAP.

            • 4. Re: Incident integration using Template
              Dhushanth Ganesan

              I referred the link which you shared and done the changes in the filter. When I map InstanceID to TemplateID its not working but when I hardcore the InstanceID value(AG00123F73CF5EKnsTSQSrvrAAYvQA) its working. Do you have any idea about this.

              • 5. Re: Incident integration using Template
                Ankit Tiwari

                Can you take logs and check what is going wrong? Probably some OOTB filter or custom one is setting those parameters null. Better to take log before triggering SOAP.

                • 6. Re: Incident integration using Template
                  Dhushanth Ganesan

                  Ankit, I have modified the question above. Can you please check and let me know.

                   

                  Thanks.

                  • 7. Re: Incident integration using Template
                    Ankit Tiwari

                    Hello Dhushant,

                     

                    I tried creating Incident using Incident Template ID via SOAP UI and INC was created successfully. You can refer below mentioned WSDL XML:

                     

                    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:HPD_IncidentInterface_Create_WS">

                       <soapenv:Header>

                          <urn:AuthenticationInfo>

                             <urn:userName>****</urn:userName>

                             <urn:password>****</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>

                             <!--Optional:-->

                             <urn:Assigned_Group></urn:Assigned_Group>

                             <!--Optional:-->

                             <urn:Assigned_Group_Shift_Name></urn:Assigned_Group_Shift_Name>

                             <!--Optional:-->

                             <urn:Assigned_Support_Company></urn:Assigned_Support_Company>

                             <!--Optional:-->

                             <urn:Assigned_Support_Organization></urn:Assigned_Support_Organization>

                             <!--Optional:-->

                             <urn:Assignee></urn:Assignee>

                             <!--Optional:-->

                             <urn:Categorization_Tier_1></urn:Categorization_Tier_1>

                             <!--Optional:-->

                             <urn:Categorization_Tier_2></urn:Categorization_Tier_2>

                             <!--Optional:-->

                             <urn:Categorization_Tier_3></urn:Categorization_Tier_3>

                             <!--Optional:-->

                             <urn:CI_Name></urn:CI_Name>

                             <!--Optional:-->

                             <urn:Closure_Manufacturer></urn:Closure_Manufacturer>

                             <!--Optional:-->

                             <urn:Closure_Product_Category_Tier1></urn:Closure_Product_Category_Tier1>

                             <!--Optional:-->

                             <urn:Closure_Product_Category_Tier2></urn:Closure_Product_Category_Tier2>

                             <!--Optional:-->

                             <urn:Closure_Product_Category_Tier3></urn:Closure_Product_Category_Tier3>

                             <!--Optional:-->

                             <urn:Closure_Product_Model_Version></urn:Closure_Product_Model_Version>

                             <!--Optional:-->

                             <urn:Closure_Product_Name></urn:Closure_Product_Name>

                             <!--Optional:-->

                             <urn:Department></urn:Department>

                             <urn:First_Name>Ankit</urn:First_Name>

                             <urn:Impact></urn:Impact>

                             <urn:Last_Name>Tiwari</urn:Last_Name>

                             <!--Optional:-->

                             <urn:Lookup_Keyword></urn:Lookup_Keyword>

                             <!--Optional:-->

                             <urn:Manufacturer></urn:Manufacturer>

                             <!--Optional:-->

                             <urn:Product_Categorization_Tier_1></urn:Product_Categorization_Tier_1>

                             <!--Optional:-->

                             <urn:Product_Categorization_Tier_2></urn:Product_Categorization_Tier_2>

                             <!--Optional:-->

                             <urn:Product_Categorization_Tier_3></urn:Product_Categorization_Tier_3>

                             <!--Optional:-->

                             <urn:Product_Model_Version></urn:Product_Model_Version>

                             <!--Optional:-->

                             <urn:Product_Name></urn:Product_Name>

                             <urn:Reported_Source></urn:Reported_Source>

                             <!--Optional:-->

                             <urn:Resolution></urn:Resolution>

                             <!--Optional:-->

                             <urn:Resolution_Category_Tier_1></urn:Resolution_Category_Tier_1>

                             <!--Optional:-->

                             <urn:Resolution_Category_Tier_2></urn:Resolution_Category_Tier_2>

                             <!--Optional:-->

                             <urn:Resolution_Category_Tier_3></urn:Resolution_Category_Tier_3>

                             <urn:Service_Type></urn:Service_Type>

                             <urn:Status></urn:Status>

                             <urn:Action>CREATE</urn:Action>

                             <!--Optional:-->

                             <urn:Create_Request></urn:Create_Request>

                             <urn:Summary></urn:Summary>

                             <!--Optional:-->

                             <urn:Notes></urn:Notes>

                             <urn:Urgency></urn:Urgency>

                             <!--Optional:-->

                             <urn:Work_Info_Summary></urn:Work_Info_Summary>

                             <!--Optional:-->

                             <urn:Work_Info_Notes></urn:Work_Info_Notes>

                             <!--Optional:-->

                             <urn:Work_Info_Type></urn:Work_Info_Type>

                             <!--Optional:-->

                             <urn:Work_Info_Date></urn:Work_Info_Date>

                             <!--Optional:-->

                             <urn:Work_Info_Source></urn:Work_Info_Source>

                             <!--Optional:-->

                             <urn:Work_Info_Locked>No</urn:Work_Info_Locked>

                             <!--Optional:-->

                             <urn:Work_Info_View_Access>Internal</urn:Work_Info_View_Access>

                             <!--Optional:-->

                             <urn:Middle_Initial></urn:Middle_Initial>

                             <!--Optional:-->

                            0 <urn:Status_Reason></urn:Status_Reason>

                             <!--Optional:-->

                             <urn:Direct_Contact_First_Name></urn:Direct_Contact_First_Name>

                             <!--Optional:-->

                             <urn:Direct_Contact_Middle_Initial></urn:Direct_Contact_Middle_Initial>

                             <!--Optional:-->

                             <urn:Direct_Contact_Last_Name></urn:Direct_Contact_Last_Name>

                             <!--Optional:-->

                             <urn:TemplateID>AGHAA5V0H1HTSAQA9L4SBMNFMFWBB2</urn:TemplateID>

                             <!--Optional:-->

                             <urn:ServiceCI></urn:ServiceCI>

                             <!--Optional:-->

                             <urn:ServiceCI_ReconID></urn:ServiceCI_ReconID>

                             <!--Optional:-->

                             <urn:HPD_CI></urn:HPD_CI>

                             <!--Optional:-->

                             <urn:HPD_CI_ReconID></urn:HPD_CI_ReconID>

                             <!--Optional:-->

                             <urn:HPD_CI_FormName></urn:HPD_CI_FormName>

                             <!--Optional:-->

                             <urn:WorkInfoAttachment1Name></urn:WorkInfoAttachment1Name>

                             <!--Optional:-->

                             <urn:WorkInfoAttachment1Data>cid:1173807208652</urn:WorkInfoAttachment1Data>

                             <!--Optional:-->

                             <urn:WorkInfoAttachment1OrigSize></urn:WorkInfoAttachment1OrigSize>

                             <!--Optional:-->

                             <urn:Login_ID></urn:Login_ID>

                             <!--Optional:-->

                             <urn:Customer_Company></urn:Customer_Company>

                             <!--Optional:-->

                             <urn:Corporate_ID></urn:Corporate_ID>

                          </urn:HelpDesk_Submit_Service>

                       </soapenv:Body>

                    </soapenv:Envelope>

                     

                     

                    RESPONSE:

                     

                    <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>

                          <ns0:HelpDesk_Submit_ServiceResponse xmlns:ns0="urn:HPD_IncidentInterface_Create_WS">

                             <ns0:Incident_Number>INC000000216812</ns0:Incident_Number>

                          </ns0:HelpDesk_Submit_ServiceResponse>

                       </soapenv:Body>

                    </soapenv:Envelope>

                     

                    Regards,
                    Ankit

                    1 of 1 people found this helpful
                    • 8. Re: Incident integration using Template
                      Ankit Tiwari

                      You need to provide below mentioned details while using TEMPLATE ID:

                       

                      1. Authentication Details

                      2. First Name

                      3. Last Name

                      4. Action - CREATE

                      5. Template ID.

                       

                      I have highlighted the same in xml posted above.

                       

                      Regards,

                      Ankit

                      • 9. Re: Incident integration using Template
                        Dhushanth Ganesan

                        Yes you are right. I have modified "HPD:HII:CreateIncident_015_CheckForTemplate_CallSetFieldsGuide" filter to make this working.

                        My question is if give condition like below I'm receiving error

                         

                        ('z1D_Action' = "CREATE") AND ('TemplateID' = 'InstanceId')

                         

                        But if I directly enter the InstanceID in condition Its working fine.

                         

                        ('z1D_Action' = "CREATE") AND ('TemplateID' = 'AGGAA5V0F6SQ6AP7V8Z4P6Y8CYDN7Y')

                         

                        Do you have any idea about this.

                         

                        Thanks,

                        • 10. Re: Incident integration using Template
                          Ankit Tiwari

                          Hello Dhushanth,

                           

                          I haven't tweaked "HPD:HII:CreateIncident_015_CheckForTemplate_CallSetFieldsGuide" filter in my VM and I tested by passing Template ID in SOAp and it worked well.

                           

                           

                          Did you try this way ?

                           

                          Regards,

                          Ankit

                          1 of 1 people found this helpful
                          • 11. Re: Incident integration using Template
                            Dhushanth Ganesan

                            Yes. I have modified it as 'TemplateID' != $NULL$ and its working fine. Thank you so much for you help Ankit.