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SLA wont apply when you create a new ticket through webservice

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Valued Contributor

SLA wont apply when you create a new ticket through webservice

Hi All,

I was trying to create a IM ticket using webservicves, ticket gets created successfully but, the related related SLA\SLOs wont run. But when I create a ticket through windows client it works just fine(i mean all the related SLOs will be running).

I have attached both request and respone

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ns="http://schemas.hp.com/SM/7" xmlns:com="http://schemas.hp.com/SM/7/Common" xmlns:xm="http://www.w3.org/2005/05/xmlmime">
   <soapenv:Header/>
   <soapenv:Body>
      <ns:CreateIncidentRequest attachmentInfo="?" attachmentData="?" ignoreEmptyElements="true">
         <ns:model query="?">
            <ns:keys query="?">
               <!--Optional:-->
               <ns:IncidentID type="String" mandatory="?" readonly="?"></ns:IncidentID>
            </ns:keys>
            <ns:instance query="?" uniquequery="?" recordid="?">
               <!--Optional:-->
               <ns:IncidentID type="String" mandatory="?" readonly="?"></ns:IncidentID>
               <!--Optional:-->
               <ns:Category type="String" mandatory="?" readonly="?"></ns:Category>
               <!--Optional:-->
               <ns:OpenTime type="DateTime" mandatory="?" readonly="?"></ns:OpenTime>
               <!--Optional:-->
               <ns:OpenedBy type="String" mandatory="?" readonly="?"></ns:OpenedBy>
               <!--Optional:-->
               <ns:Urgency type="String" mandatory="?" readonly="?">1 - Critical</ns:Urgency>
               <!--Optional:-->
               <ns:UpdatedTime type="DateTime" mandatory="?" readonly="?"></ns:UpdatedTime>
               <!--Optional:-->
               <ns:AssignmentGroup type="String" mandatory="?" readonly="?">CCC -Tier 2, CSSS</ns:AssignmentGroup>
               <!--Optional:-->
               <ns:ClosedTime type="DateTime" mandatory="?" readonly="?"></ns:ClosedTime>
               <!--Optional:-->
               <ns:ClosedBy type="String" mandatory="?" readonly="?"></ns:ClosedBy>
               <!--Optional:-->
               <ns:ClosureCode type="String" mandatory="?" readonly="?"></ns:ClosureCode>
               <!--Optional:-->
               <ns:AffectedCI type="String" mandatory="?" readonly="?"></ns:AffectedCI>
               <!--Optional:-->
               <ns:Description type="Array">
                  <!--Zero or more repetitions:-->
                  <ns:Description type="String" mandatory="?" readonly="?">From Web Service-Desc</ns:Description>
               </ns:Description>
               <!--Optional:-->
               <ns:Solution type="Array">
                  <!--Zero or more repetitions:-->
                  <ns:Solution type="String" mandatory="?" readonly="?"></ns:Solution>
               </ns:Solution>
               <!--Optional:-->
               <ns:Assignee type="String" mandatory="?" readonly="?"></ns:Assignee>
               <!--Optional:-->
               <ns:Contact type="String" mandatory="?" readonly="?"></ns:Contact>
               <!--Optional:-->
               <ns:JournalUpdates type="Array">
                  <!--Zero or more repetitions:-->
                  <ns:JournalUpdates type="String" mandatory="?" readonly="?"></ns:JournalUpdates>
               </ns:JournalUpdates>
               <!--Optional:-->
               <ns:AlertStatus type="String" mandatory="?" readonly="?"></ns:AlertStatus>
               <!--Optional:-->
               <ns:ContactLastName type="String" mandatory="?" readonly="?"></ns:ContactLastName>
               <!--Optional:-->
               <ns:ContactFirstName type="String" mandatory="?" readonly="?"></ns:ContactFirstName>
               <!--Optional:-->
               <ns:Company type="String" mandatory="?" readonly="?"></ns:Company>
               <!--Optional:-->
               <ns:Title type="String" mandatory="?" readonly="?">From Web Service</ns:Title>
               <!--Optional:-->
               <ns:TicketOwner type="String" mandatory="?" readonly="?"></ns:TicketOwner>
               <!--Optional:-->
               <ns:UpdatedBy type="String" mandatory="?" readonly="?"></ns:UpdatedBy>
               <!--Optional:-->
               <ns:Status type="String" mandatory="?" readonly="?"></ns:Status>
               <!--Optional:-->
               <ns:Area type="String" mandatory="?" readonly="?">data</ns:Area>
               <!--Optional:-->
               <ns:SLAAgreementID type="Decimal" mandatory="?" readonly="?"></ns:SLAAgreementID>
               <!--Optional:-->
               <ns:SiteCategory type="String" mandatory="?" readonly="?"></ns:SiteCategory>
               <!--Optional:-->
               <ns:Subarea type="String" mandatory="?" readonly="?">data or file corrupted</ns:Subarea>
               <!--Optional:-->
               <ns:ProblemType type="String" mandatory="?" readonly="?"></ns:ProblemType>
               <!--Optional:-->
               <ns:ResolutionFixType type="String" mandatory="?" readonly="?"></ns:ResolutionFixType>
               <!--Optional:-->
               <ns:UserPriority type="String" mandatory="?" readonly="?"></ns:UserPriority>
               <!--Optional:-->
               <ns:Location type="String" mandatory="?" readonly="?"></ns:Location>
               <!--Optional:-->
               <ns:explanation type="Array">
                  <!--Zero or more repetitions:-->
                  <ns:explanation type="String" mandatory="?" readonly="?"></ns:explanation>
               </ns:explanation>
               <!--Optional:-->
               <ns:Impact type="String" mandatory="?" readonly="?">1 - Enterprise</ns:Impact>
               <!--Optional:-->
               <ns:folder type="String" mandatory="?" readonly="?"></ns:folder>
               <!--Optional:-->
               <ns:Service type="String" mandatory="?" readonly="?">Education</ns:Service>
               <!--Optional:-->
               <ns:Nature type="String" mandatory="?" readonly="?">From Web Service-Nature</ns:Nature>
               <!--Optional:-->
               <ns:Type type="String" mandatory="?" readonly="?">From Web Service-Type</ns:Type>
               <!--Optional:-->
               <ns:EtisalatRegion type="String" mandatory="?" readonly="?">From Web Service-Region</ns:EtisalatRegion>
               <!--Optional:-->
               <ns:Channel type="String" mandatory="?" readonly="?">From Web Service-Channel</ns:Channel>
               <!--Optional:-->
               <ns:Product type="String" mandatory="?" readonly="?">From Web Service-Product</ns:Product>
               <!--Optional:-->
               <ns:CustomerCategory type="String" mandatory="?" readonly="?">From Web Service-CC</ns:CustomerCategory>
               <!--Optional:-->
               <ns:attachments>
                  <!--Zero or more repetitions:-->
                  <com:attachment xm:contentType="application/?" href="?" contentId="?" action="" name="?" type="?" len="?" charset="?" attachmentType="?">cid:610287611759</com:attachment>
               </ns:attachments>
            </ns:instance>
            <!--Optional:-->
            <ns:messages>
               <!--Zero or more repetitions:-->
               <com:message severity="?" module="?"></com:message>
            </ns:messages>
         </ns:model>
      </ns:CreateIncidentRequest>
   </soapenv:Body>
</soapenv:Envelope>

 Response

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Body>
      <CreateIncidentResponse message="Success" returnCode="0" schemaRevisionDate="2011-10-28" schemaRevisionLevel="0" status="SUCCESS" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://HS110.asiapacific.hpqcorp.net:13080/SM/7/ws/Incident.xsd" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
         <model>
            <keys>
               <IncidentID type="String">IM10197</IncidentID>
            </keys>
            <instance recordid="IM10197 - From Web ServiceFrom FC" uniquequery="number=&quot;IM10197&quot;">
               <IncidentID type="String">IM10197</IncidentID>
               <Category type="String">incident</Category>
               <OpenTime type="DateTime">2011-10-28T11:29:52+00:00</OpenTime>
               <OpenedBy type="String">falcon</OpenedBy>
               <Urgency type="String">1 - Critical</Urgency>
               <UpdatedTime type="DateTime">2011-10-28T11:29:52+00:00</UpdatedTime>
               <AssignmentGroup type="String">CCC -Tier 2, CSSS</AssignmentGroup>
               <Description type="Array">
                  <Description type="String">From Web Service-Desc</Description>
               </Description>
               <Title type="String">From Web ServiceFrom FC</Title>
               <TicketOwner type="String">falcon</TicketOwner>
               <UpdatedBy type="String">falcon</UpdatedBy>
               <Status type="String">Work In Progress(Level 1)</Status>
               <Area type="String">data</Area>
               <Subarea type="String">data or file corrupted</Subarea>
               <ProblemType type="String">incident</ProblemType>
               <Impact type="String">1 - Enterprise</Impact>
               <Service type="String">Education</Service>
               <Nature type="String">From Web Service-Nature</Nature>
               <Type type="String">From Web Service-Type</Type>
               <EtisalatRegion type="String">From Web Service-Region</EtisalatRegion>
               <Channel type="String">From Web Service-Channel</Channel>
               <Product type="String">From Web Service-Product</Product>
               <CustomerCategory type="String">From Web Service-CC</CustomerCategory>
            </instance>
         </model>
         <messages>
            <cmn:message type="String">[C++ object Datum] - {"CCC -Tier 2, CSSS", "Users - IN - CC", "Users ITO - Business Applicatio", "Finance - Cash &amp; Bank"}</cmn:message>
            <cmn:message type="String">$G_bg true</cmn:message>
            <cmn:message type="String">$SCM null</cmn:message>
            <cmn:message type="String">$L.exit null</cmn:message>
            <cmn:message type="String">$G.sla.environment[C++ object Datum] - slacontrol={[true, true, true, true, false, false, 174, false, false, false, {"Forest", "Manila", "Brick"}, false, {}, {0.6, 0.9, 0.999}, 1, 15, "falcon", '11/10/24 14:29:53', {"Open", "Work in progress", "Resolved", "Closed"}, , {}]}</cmn:message>
            <cmn:message type="String">Beijing 11/10/28 19:29:53:  Incident IM10197 has been opened by falcon</cmn:message>
         </messages>
      </CreateIncidentResponse>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

 I have also printed out couple of variables for the trouble shooting

1 ACCEPTED SOLUTIONS
Valued Contributor

Re: SLA wont apply when you create a new ticket through webservice

I am able to solve this issue. The problem was I was sending Display values for urgency. But SLOs will be calculated on Actual Values.

4 REPLIES
Visitor

Re: SLA wont apply when you create a new ticket through webservice

Dear WebServices in SM7,
Is there any config on HPSM before running web service?
I used SOAPUI to test service IncidentManagement.wsdl but I got the response:
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server</faultcode>
<faultstring>Fault string, and possibly fault code, not set</faultstring>
<faultactor>Server</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Do you know how to fix this problem. I cannot test my hpsm webservice. (I use HPSM 9.21), and the url: http://192.168.0.137:13080/SM/7/IncidentManagement.wsdl worked.

Thank you so much,
ITSMCole.
Valued Contributor

Re: SLA wont apply when you create a new ticket through webservice

can you attach the SOAPUI request here.. I?

Valued Contributor

Re: SLA wont apply when you create a new ticket through webservice

I am able to solve this issue. The problem was I was sending Display values for urgency. But SLOs will be calculated on Actual Values.

Highlighted
Occasional Advisor

Re: SLA wont apply when you create a new ticket through webservice

Hi,

 

Am new to create web service, can you tell me how to create tickets and close tickets using webservices step by step.