IncidentGUI from ICT_SERVICE_DESK_API WSDL FIle

[rahul_yedapally]

Hello All,

We have done integration for  third party  (internal tool) to solman 7.1 SP14 ITSM , configured as per the above document

Could you please help us on how to get the incidentGUID from SOAP UI client

we are using SOAP UI client for Testing , wile passing the values from SOAP UI screen to solman ITSM it has been requested for  incident GUID 32 char

attached error screen for your Reference

Thanks,

Rahul

[rahul_yedapally]

Below are id i am passing from SOAP UI

D8D3855BCD791ED6809CD03431294690  (Table- Requester GUID)

D8D3855BCD791ED5BFA9247B96CFA690  ( incident)

Request GUI --Incident generated from SOAP UI

D8D3855BCD791EE6819316359F87D3A0  (provider)

Request system GUI- provider GUID - generated from SOAP GUI

please correct me if any thing wrong

[former_member805755]

Hello Rahul,

did you solve the issue with creating of the ticket? I mean, how could you get it done: "call incomplete or not allowed"?

And still another question: where did you get the incident ID, if it does not yet exist?

Thanks a lot for your answer!

Kind Regards,

Sergey

[rahul_yedapally]

Thanks for your quick Response Tom,

I have passed below values from SOAP UI to solman

let me know if any corrections below code

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:soap:functions:mc-style">

   <soapenv:Header/>

   <soapenv:Body>

      <urn:ProcessIncident>

         <IctAdditionalInfos/>

         <IctAttachments/>

         <IctHead>

            <IncidentGuid>D3855BCD791ED5BFA9247B96CFA690</IncidentGuid>

            <RequesterGuid>D8D3855BCD791ED6809CD03431294690</RequesterGuid>

            <ProviderGuid>D8D3855BCD791EE6818EBCFA7F7873A0</ProviderGuid>

            <AgentId>?</AgentId>

            <ReporterId>?</ReporterId>

            <ShortDescription>Test risecorp</ShortDescription>

            <Priority>2</Priority>

            <Language>EN</Language>

            <RequestedBegin>20160417130000</RequestedBegin>

            <RequestedEnd>20160417130000</RequestedEnd>

         </IctHead>

         <IctId>3</IctId>

         <IctPersons>

            <!--Zero or more repetitions:-->

            <item>

               <PersonId>3</PersonId>

               <PersonIdExt>test1</PersonIdExt>

               <Sex>?</Sex>

               <FirstName>victor</FirstName>

               <LastName>palkin</LastName>

               <Telephone>

                  <PhoneNo>?</PhoneNo>

                  <PhoneNoExtension>?</PhoneNoExtension>

               </Telephone>

               <MobilePhone>?</MobilePhone>

               <Fax>

                  <FaxNo>?</FaxNo>

                  <FaxNoExtension>?</FaxNoExtension>

               </Fax>

               <Email>test@sap.com</Email>

            </item>

         </IctPersons>

         <IctSapNotes/>         <IctSolutions/>

         <IctStatements>

            <!--Zero or more repetitions:-->

            <item>

               <TextType>SU99</TextType>

               <Texts>

                  <!--Zero or more repetitions:-->

                  <item>This is a Test from SOAP</item>

               </Texts>

               <Timestamp>20160417130000</Timestamp>

               <PersonId>3</PersonId>

               <Language>EN</Language>

            </item>

         </IctStatements>

         <IctTimestamp>20160417130000</IctTimestamp>

         <IctUrls/>

      </urn:ProcessIncident>

   </soapenv:Body>

</soapenv:Envelope>

[rahul_yedapally]

Hello Tom,

We have Resolved above issue , now we are facing new issue

1.No Entry exists in table ICT_INCIDENTATTR

2. We have test this scenario through SOAP UI client

How to create incidents in Solution Manager 7.1 from the external application

While Testing with Process incident , below is the issue while processing the request

Thanks,

Rahul

[TomCenens]

Hi Rahul

1) the table only has entries after a ticket is being processed by the external service desk, not before so this looks normal still

2) call incomplete or not allowed means that either information is missing (so your input is incomplete in left pane in SOAPUI) or that the function that you call is not allowed according to the role each system plays (provider versus requester) ~ you should check the Web Service API whitepaper for the roles and the operations that are allowed ~it's depicted in a schema there

ProcessIncident operation should be allowed when ticket is in state "BeginningState" - BS so when that's the case, then it means your call is incomplete hence the example call isn't filled in properly.

Best regards

Tom

[rahul_yedapally]

Hello Tom,

Sorry for delay Response , I have check your blog and we have few issue while  testing incident creation from SOAP UI screen

1.No Entry exists in table ICT_INCIDENTATTR

2. We have test this scenario through SOAP UI client

While Testing with Process incident , we haven't received any ticket in SAP incident manager screen

3) In SOAP UI Insted of incident id we are getting system GUI-ID as output response

attached screen for your Reference

Cheers,

Rahul

[rahul_yedapally]

Thanks for your quick Response Tom, I will check with my ABAP Team and update the Result

Cheers,

Rahul

[TomCenens]

Hi Rahul

Solution Manager stores data in tables when you send an incident to the external service desk and you get a response back so you could look up this ID in those tables (check table ICT_INCIDENTATTR for example).

If that doesn't give you what you need, I would advise you to put an external breakpoint in the class that handles the incoming request so you can debug through the ABAP code when the inbound call takes place so you can check in the code why the error message appears.

I described it briefly in a recent blog post:

Best regards

Tom