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Regular Advisor [Founder]

Attachment and Webservice

Hi experts,

 

Working on SM7.02.

 

How could I get back information about attachment with the "RetrieveIncident" webservice ? (trying with SoapUI or with my website). I do not know JS.... :-(

 

Is it possible to get the attachment back using webservice out of SM7 ?

 

Thanks.

19 REPLIES
Honored Contributor [Founder]

Re: Attachment and Webservice

Hi chubaka,

 

Would you like to retrieve attachments from incidents tickets?

 

I guess earlier froum discuss this thing.

 

 

Thanks and regards,

abhijit khewale

Regular Advisor [Founder]

Re: Attachment and Webservice

yes indeed,

 

but none about how I can get the data back outside SM7.

 

For example, I try to get the data from SoapUI. I put the value "true" to attachmentInfo and attachmentData in the RetrieveIncidentRequest.

I've got his in response :

               <attachments>
                  <cmn:attachment href="cid:id4e8dbbec002d704003656d88" len="2870" name="JS_Attach.txt" type="text/plain"/>
               </attachments>


Now, could you explain me which webservices should be invoke to get the data back that I can read it ?

What is the syntax for this ?

 

Thanks for your help

 

Honored Contributor [Founder]

Re: Attachment and Webservice

Hi C,

 

You  are trying to get attachments from IncidentManagement wsdl thats is not possible because attachments are stored in file SYSATTACHMENTS.

 

Incidents stores only reference id to that attachments.

 

re,

abhijit

Regular Advisor [Founder]

Re: Attachment and Webservice

[ Edited ]

HI,

 

Thanks for your answer.

 

I understood that I could not get data from this wsdl but only information about the attachment.

 

What I try to ask is ; do I need to invoke another wsdl ? If yes, which one ? And if it is not present, should I build a custom one which can allow me to get the data back ? And what will be the parameters for it ?

 

I try to make a new one named Attachments on SYSATTACHMENT table.

 

I have now a new wsdl that I added in SoapUI. Even in that case, I can not get data (or binaries) of the attachment.

I'm a bit lost now and I do not know what to do to get these files attached to an incident.

 

Thanks all for your help

 

Regular Advisor [Founder]

Re: Attachment and Webservice

anyone ?

 

 

Regular Advisor [Founder]

Re: Attachment and Webservice

Solved

Regular Advisor [Founder]

Re: Attachment and Webservice

Here is the solution :

 

Solution in SoapUI for creating :

 

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:pws="http://servicecenter.peregrine.com/PWS" xmlns:com="http://servicecenter.peregrine.com/PWS/Common">
   <soapenv:Header/>
   <soapenv:Body>
      <pws:CreateIncidentRequest attachmentInfo="true" attachmentData="true" ignoreEmptyElements="true">
         <pws:model>
            <pws:keys>
               <pws:IncidentID></pws:IncidentID>
            </pws:keys>
            <pws:instance>
               <pws:IncidentID></pws:IncidentID>
               <pws:severity>3</pws:severity>
               <pws:InitialImpact>3</pws:InitialImpact>
               <pws:Category>International Applications</pws:Category>
               <pws:PrimaryAssignmentGroup>Administration</pws:PrimaryAssignmentGroup>
               <pws:IncidentDescription>
                  <pws:IncidentDescription>Test </pws:IncidentDescription>
               </pws:IncidentDescription>
               <pws:AssigneeName>YOURASSIGNEENAME</pws:AssigneeName>
               <pws:Contact>YOURCONTACTNAME</pws:Contact>
               <pws:BriefDescription>Test Création</pws:BriefDescription>
               <pws:Subcategory>Service Manager</pws:Subcategory>
               <pws:ProductType>User Administration</pws:ProductType>
               <pws:ProblemType>N/A</pws:ProblemType>
        <pws:attachments>
                  <com:attachment href="&lt;UserData.txt>" contentId="" action="add" name="UserData.txt" type="" len="" charset="" attachmentType=""/>
               </pws:attachments>
            </pws:instance>
            <pws:messages>
               <com:message></com:message>
            </pws:messages>
         </pws:model>
      </pws:CreateIncidentRequest>
   </soapenv:Body>
</soapenv:Envelope>

 

As you can see, careful to the attribut "com:attachment" : 

The href should start with &lt; because it the non coded html tag (Ex : href="&lt;UserData.txt>") and finish by the usual tag ">"

 

 

Hope this help someone one day.

 

Best regards

Advisor

Re: Attachment and Webservice

Hello Chubaka,

 

The solution is to insert attachment to a Incident via webservice. Is there any way to get the attachement from Service manager using webservice (or using Connect IT).

 

Thanks & Regards,

Madhava

Regular Advisor [Founder]

Re: Attachment and Webservice

Hi

 

 

 

 

 

 

Honored Contributor [Founder]

Re: Attachment and Webservice

Hi Chubaka,

Thanks for sharing this.

Regards,
abhijit k
Advisor

Re: Attachment and Webservice

Hello Chubaka,

 

Thanks for your help.

 

Thanks & Regards,

Madhava

Occasional Advisor

Re: Attachment and Webservice

Hi

  I am trying to insert the attachment in Create Incident.. where does attachment sit in file system to insert? And what is content-type of SOAP ENV? I tried full path in href too but did not work.

Honored Contributor [Founder]

Re: Attachment and Webservice

Hi Swati,

 

Which client you are using?

 

Regards,

Abhijit K

Occasional Advisor

Re: Attachment and Webservice

Hi Abhijeet

   I am trying this via HPOO. Sending an SOAP request to HPSM to create incident with attachments. I recieve it fine as MTOM message with parts and want to send same thing . I have a file on HPOO server and want to attach it with indcident. Will i have to create my own custom functionality to do the same?

Occasional Advisor

Re: Attachment and Webservice

Hi

  I created a mulipart SOAP request using (Java API) to sent to HPSM. It was success but no attachments were attached. Log files showed the following

 E Error -1 trying to update attachment for cm3r C047XXXXX

 

cm3r is our change manaagement table

Advisor

Re: Attachment and Webservice

Hi,

 

I am writing this after so much research on handling attachment with third party web service.

I have written below code in order to send attachment data to third party web service.

//Calling Incident ID by using global variable
var HPSMIncident = system.vars.$G_IncId;
//Fetching probsummary record for Incident Id
var IncidentFile = new SCFile( "probsummary" );
var findIncident = IncidentFile.doSelect( "number#\""+ HPSMIncident + "\"" );
var updatedby=IncidentFile.updated_by;
var clientIncidentId=IncidentFile.si_serv_incident_id;
var assignment=IncidentFile.assignment;
var IncidentSIDBID = IncidentFile.si_initiator_incident;
var SIBUS = IncidentFile.si_bus;
var j = "0";
var i = "0";
if (clientIncidentId!=null || assignment == "advantage" && updatedby!="siuser" )
{

var JBOSSCreateHistoryLogServSvc = new system.library.HTTPHistoryRecordServService.HTTPHistoryRecordServService();
var JBOSSCreateHistoryLogServReq = new system.library.HTTPHistoryRecordServService.createHistoryLog();
var JBOSSCreateHistoryLogServResp = new system.library.HTTPHistoryRecordServService.createHistoryLogResponse();
var IBMCreateHistoryLogServSvc = new system.library.MB_ProcessHistoryLog_MessageSetSOAP_HTTP_Service.MB_ProcessHistoryLog_MessageSetSOAP_HTTP_Service();
var IBMCreateHistoryLogServReq = new system.library.MB_ProcessHistoryLog_MessageSetSOAP_HTTP_Service.processHistoryLog();
var IBMCreateHistoryLogServResp = new system.library.MB_ProcessHistoryLog_MessageSetSOAP_HTTP_Service.processHistoryLogResponse();
var attach;
JBOSSCreateHistoryLogServReq.attachmentInfo = true;
JBOSSCreateHistoryLogServReq.attachmentData = true;
IBMCreateHistoryLogServReq.attachmentInfo = true;
IBMCreateHistoryLogServReq.attachmentData = true;
var ActivityQuery;
var ActivityTimeStamp;
var ActivityNumber;
var IncidentNumber;
var ActivityType;
var ActivityDesc;
var attachdata;
var attachname;
var SIsysmodtime;
function findLastActivity( query )
{
var ActivityFile = new SCFile( "activity" );
var findActivity = ActivityFile.doSelect( "number#\""+ query + "\"");
if ( findActivity == RC_SUCCESS )
{
ActivityNumber = ActivityFile.thenumber;
ActivityType = ActivityFile.type;
ActivityDesc = ActivityFile.description;
ActivityDesc = ActivityDesc.getText();
ActivityDesc = ActivityDesc.replace(/[""{}]/g, "");
IncidentNumber = ActivityFile.number;
return ActivityFile
}
else
{
print( "Could not find Activitys starting with " + query + ". " + RCtoString( findActivity ) );
return null
}
}

var ActivityQuery = system.vars.$G_IncId;
//calling Activity Table function
findLastActivity( ActivityQuery );
print("ActivityType"+ActivityType);
if ( ActivityType == "1" || ActivityType == "-1" || ActivityType == "0" || ActivityType == "01" || ActivityType == "00" || ActivityType == "External Update" || ActivityType == "Closed" || ActivityType == "Resolved" || ActivityType == "Open" || ActivityType == "Assignment" || ActivityType == "Reassignment" || ActivityType == "Status Change" )
{
print("This is not manual activity update");
return null
}
else
{
print("SUCCESS");
//==================Attachments Start"
var SiAttachFile = new SCFile("SYSATTACHMENTS");
var findIncidentquery="topic=\""+IncidentNumber+"\"";
var rc = SiAttachFile.doSelect(findIncidentquery);
if ( rc == RC_SUCCESS )
{
var x = new SCRecordList( 'SYSATTACHMENTS', new QueryCond('topic',LIKE, IncidentNumber));
print("Total record in the list: " + x.getCount());
//for (i in x )
//print(x[i].sysmodtime + " is the " + x.getPosition() + " record in the record list." );
for (i in x )
{
SIsysmoduser = x[i].sysmoduser;
var SIAttachAction = x[i].SIAttachAction;
print("SIAttachAction::"+SIAttachAction);
if ( SIsysmoduser != "siuser" && SIAttachAction == null )
{
print("j in loop"+j);
attachdata = x[i].filename;
attachname = x[i].data;
attachname = base64Encode(attachname);
print("attachname"+attachname);
//attachname = x[i].data;
//print("attachment of "+i+"record \n"+attachdata+"\n"+attachname);
if( SIBUS == "JBOSS_SI" )
{
if ( j == "0" )
{
print("attachment of "+i+"record \n"+attachdata+"\n"+attachname);
JBOSSCreateHistoryLogServReq.attachment1.attachmentName.setValue(attachdata);
JBOSSCreateHistoryLogServReq.attachment1.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++;
}
else if ( j == "1" )
{
print("attachment of "+i+"record \n"+attachdata+"\n"+attachname);
JBOSSCreateHistoryLogServReq.attachment2.attachmentName.setValue(attachdata);
JBOSSCreateHistoryLogServReq.attachment2.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++;
}
else if ( j == "2" )
{
print("attachment of "+i+"record \n"+attachdata+"\n"+attachname);
JBOSSCreateHistoryLogServReq.attachment3.attachmentName.setValue(attachdata);
JBOSSCreateHistoryLogServReq.attachment3.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++;
}


}
else if (SIBUS == "IBM_SI" )
{
if ( j == "0" )
{
print(j+"attachment of "+i+"record \n"+attachdata+"\n"+attachname);
IBMCreateHistoryLogServReq.attachment1.attachmentName.setValue(attachdata);
IBMCreateHistoryLogServReq.attachment1.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++
}
else if ( j == "1" )
{
print(j+"attachment of "+i+"record \n"+attachdata+"\n"+attachname);
IBMCreateHistoryLogServReq.attachment2.attachmentName.setValue(attachdata);
IBMCreateHistoryLogServReq.attachment2.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++;
}
else if ( j == "2" )
{
print(j+"attachment of "+i+"record \n"+attachdata+"\n"+attachname);
IBMCreateHistoryLogServReq.attachment3.attachmentName.setValue(attachdata);
IBMCreateHistoryLogServReq.attachment3.attachmentData.setValue(attachname);
x[i].SIAttachAction = 1;
print("x[i].SIAttachAction"+x[i].SIAttachAction);
x[i].doSave();
j++;
}
}
}


}

}
//SI Bus field mapping
if ( SIBUS == "JBOSS_SI" )
{
JBOSSCreateHistoryLogServReq.actionType.setValue("CREATE");
//print("Mapping:\n IncidentNumber:"+IncidentNumber+"\n IncidentSIDBID"+IncidentSIDBID+"\n ActivityNumber"+ActivityNumber+"\n ActivityDesc"+ActivityDesc);
JBOSSCreateHistoryLogServReq.incidentUniqueIdentifierId.setValue(IncidentNumber);
JBOSSCreateHistoryLogServReq.siUniqueID.setValue(IncidentSIDBID);
JBOSSCreateHistoryLogServReq.siUniqueTenantName.setValue("advantage");
JBOSSCreateHistoryLogServReq.initiatorHistoryLogId.setValue(ActivityNumber);
JBOSSCreateHistoryLogServReq.logType.setValue("External Update");
JBOSSCreateHistoryLogServReq.summary.setValue(ActivityDesc);
JBOSSCreateHistoryLogServReq.description.setValue(ActivityDesc);
}
else if ( SIBUS == "IBM_SI" )
{
IBMCreateHistoryLogServReq.actionType.setValue("CREATE");
//print("Mapping:\n IncidentNumber:"+IncidentNumber+"\n IncidentSIDBID"+IncidentSIDBID+"\n ActivityNumber"+ActivityNumber+"\n ActivityDesc"+ActivityDesc);
IBMCreateHistoryLogServReq.incidentUniqueIdentifierID.setValue(IncidentNumber);
IBMCreateHistoryLogServReq.SIIncidentUniqueID.setValue(IncidentSIDBID);
IBMCreateHistoryLogServReq.siUniqueTenentName.setValue("advantage");
IBMCreateHistoryLogServReq.initiatorHistoryLogId.setValue(ActivityNumber);
IBMCreateHistoryLogServReq.logType.setValue("External Update");
IBMCreateHistoryLogServReq.summary.setValue(ActivityDesc);
IBMCreateHistoryLogServReq.description.setValue(ActivityDesc);
}
else
return false

try
{
if ( SIBUS == "JBOSS_SI" )
{
var JBOSSCreateHistoryLogServResp = JBOSSCreateHistoryLogServSvc.invoke(JBOSSCreateHistoryLogServReq);
if(JBOSSCreateHistoryLogServResp.isFault())
{
throw("SOAP Fault"+JBOSSCreateHistoryLogServResp.faultstring.getValue());
}
print(JBOSSCreateHistoryLogServResp.incidentUniqueIdentifierId.getValue());
print(JBOSSCreateHistoryLogServResp.siUniqueHistoryLogId.getValue());
print(JBOSSCreateHistoryLogServResp.transactionStatus.getValue());
print(JBOSSCreateHistoryLogServResp.transactionStatusDesciption.getValue());
return JBOSSCreateHistoryLogServResp;
}
else if ( SIBUS == "IBM_SI" )
{
var IBMCreateHistoryLogServResp = IBMCreateHistoryLogServSvc.invoke(IBMCreateHistoryLogServReq);
if(IBMCreateHistoryLogServResp.isFault())
{
throw("SOAP Fault"+IBMCreateHistoryLogServResp.faultstring.getValue());
}
print("SUCCESS");
print(IBMCreateHistoryLogServResp.incidentUniqueIdentifierID.getValue());
print(IBMCreateHistoryLogServResp.SIHistoryLogId.getValue());
print(IBMCreateHistoryLogServResp.transactionStatusCode.getValue());
print(IBMCreateHistoryLogServResp.transactionStatusDesc.getValue());
return IBMCreateHistoryLogServResp;
}
}

catch(err)
{
print("Error!"+err);
return("Error!"+err);
}
}

}

 

By using above, could able to send only .txt file but not other formats. Even HP clearly stated that hadnt have any standard way to consume attachments for all the formats like .txt, .jpeg, .pdf and .xls.

 

If anybody has idea using java script, how to consume attachments. Please share with us.

 

Really it would be great helpful. Kudos added.

 

 

Valued Contributor

Re: Attachment and Webservice

Hi All

 

I was wondering if we can do the same with RESTful API ? 

 

Abhinav

Kindly assign kudos if the post is helpful!
Frequent Advisor

Re: Attachment and Webservice

Thanks !

I add this working SOAP sample for Interaction Attachments:

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:ns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common">
<soap:Body>
<ns:UpdateTLCInteractionRequest attachmentInfo="true" attachmentData="true">
<ns:model>
<ns:keys>
<ns:CallID type=""><!--TICKET--></ns:CallID>
</ns:keys>
<ns:instance>
<ns:attachments>
<cmn:attachment xmime:contentType="<!--MIMEALLEGATO-->" action="add" name="<!--NOMEALLEGATO-->" type="" attachmentType="">$b64:file(<!--PATHALLEGATO-->)$</cmn:attachment>
</ns:attachments>
</ns:instance>
</ns:model>
</ns:UpdateTLCInteractionRequest>
</soap:Body>
</soap:Envelope>

 

Replace <!--MIMEALLEGATO-->, <!--NOMEALLEGATO--> and <!--PATHALLEGATO--> with, for instance:

- application\pfd

- Module.pdf

- c:\users\checco\Module.pdf


 

Occasional Advisor

Re: Attachment and Webservice

how do make with http://<server>:<port>/SM/7/IncidentManagement.wsdl

I tried:

 

<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="1" attachmentData="1" ignoreEmptyElements="true" updateconstraint="">
<ns:model query="">
<ns:keys query="" updatecounter="">
<!--Optional:-->
<ns:IncidentID type="String" mandatory="" readonly=""></ns:IncidentID>
</ns:keys>
<ns:instance query="" uniquequery="" recordid="" updatecounter="">
<!--Optional:-->
<ns:IncidentID type="String" mandatory="" readonly=""></ns:IncidentID>
<!--Optional:-->
<ns:Category type="String" mandatory="" readonly="">Incidente - xxx</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="">4</ns:Urgency>
<!--Optional:-->
<ns:UpdatedTime type="DateTime" mandatory="" readonly=""></ns:UpdatedTime>
<!--Optional:-->
<ns:AssignmentGroup type="String" mandatory="" readonly="">BACKOFFICE</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="">111111111111111ns:AffectedCI>
<!--Optional:-->
<ns:Description type="Array">
<!--Zero or more repetitions:-->
<ns:Description type="String" mandatory="" readonly="">Creación caso por SOAP IU</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="">xxx</ns:Company>
<!--Optional:-->
<ns:Title type="String" mandatory="" readonly="">Caso creado por SOAP UI</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="">SAP</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="">Accesos</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="">4</ns:Impact>
<!--Optional:-->
<ns:folder type="String" mandatory="" readonly=""></ns:folder>
<!--Optional:-->
<ns:Service type="String" mandatory="" readonly="">SAP</ns:Service>
<!--Optional:-->
<ns:attachments>
<!--Zero or more repetitions:-->
<com:attachment xm:contentType="application/pdf" href="" contentId="" action="add" name="Module.pdf" type="" len="" charset="" upload.by="" upload.date="" attachmentType="">‪C:\Users\xxx\Desktop\Module.pdf</com:attachment>
</ns:attachments>
</ns:instance>
<!--Optional:-->
<ns:messages>
<!--Zero or more repetitions:-->
<com:message type="String" mandatory="" readonly="" severity="" module=""></com:message>
</ns:messages>
</ns:model>
</ns:CreateIncidentRequest>
</soapenv:Body>
</soapenv:Envelope>

 

-------- bot no decode correctly, what is the problem???

 

Thank you.

Nestor R.