I have not tried this myself, but an incident has a Request ID of "INCxxxxxxxxxxxx", and also an Incident Number of "INCyyyyyyyyyyyy".
The "REQzzzzzzzzzzzz" you describe seems to be the internal Request ID of the HPD:IncidentInterface_Create form. I do not know what happens to this ticket, but it might very well be deleted after the HPD:HelpDesk ticket has been created.
I would suggest that you turn on API/FLTR/SQL logging and check to see what happens when you call your Web Service.
Best Regards - Misi, RRR AB, http://rrr.se
the "REQxx" would be refering to the ID for the Service Request as generated on the SRM:Request form. This is available from the link on the Incident form.
The Flag for "Create Request" on the HPD:IncidentInterface_Create is pushed to the HPD:Help Desk form where the workflow checks the Rules and process accordingly.
ideally when the record is pushed from the interface create to hpd helpdesk, rules would be checked accordingly and if create service request is yes then the filter passes the info to CAI Plugin and generates the Service Request as well....
could you pls turn on Filter logs to check whether the Filter which pushes and creates SR is passing ??? if passing is there is any error trace of why REQ ID is not getting generated??
This issue is resolved by modifying a Filter. This filter sets Create Request flag to Yes. Its else action sets the Create Request flag again to 'No'.
If incident is generated via Web Service, this filter executes twice. Second time of execution it again sets flag to No, resulting no REQ ID generation.
Filter is INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID
Thanks for all your comments and support.
Can you please let us know what changes you have made in the filter to resolve this issue as we are facing this issue.
Thanks in Advance,