11-17-2011 06:05 PM
Can I include Comments and History in ServiceLink messages?
newScale supports both User Comments (enterable by the users whenever they work on a service form) and System History (automatically logged whenever a service request is worked on.)
User Comments appear in the standard nsXML message generated by an outbound agent, so can be forwarded to an external system:
<requisition>
<actual-cost>0.0</actual-cost>
<actual-duration>0.0</actual-duration>
<closed-on/>
<comments>
<comment>
<comment-date>2007-10-08 17:44:50</comment-date>
<comment-id>16</comment-id>
<comment-text>This is a user comment</comment-text>
<component-id>3</component-id>
<component-name>RequestCenter Component</component-name>
<person> [A BUNCH OF STUFF ABOUT THE PERSON OMITTED.]
</person>
<source-object-id>2</source-object-id>
<source-object-inst-id>1</source-object-inst-id>
</comment>
</comments>
Similarly, an inbound message can be transformed into an Add-Comments message type, to add a User Comment to a request. For example, the contents of a Remedy work log could be added as a User Comment.
Unfortunately, current version of newScale do not support any manipulation of System History.
11-17-2011 06:05 PM
We use the <add-comments> message type in our integration with Remedy and it adds the comments to the System History log and not to the User Comments log.
Example entry:
System (External) on 04/16/2008 3:13 PM Remedy Update: SSR 1220026 updated to status Assigned.
On a different topic (this might be a bug), but I went looking in some of the ServiceLink history and somtimes (inconsistantly), the comments g
11-17-2011 06:05 PM
Is there a personID that was omitted that is key component when writing the history? We have 2 RCs sending messages back and forth, but the sids are not the same! Any issues with that?
11-17-2011 06:05 PM
Hi Emir - here is all of the person data that was omitted:
<person>
<company-address>removed</company-address>
&n
11-17-2011 06:05 PM
Hi all,
Have anyone been able to access the comment text in plain text and ship it out over an integration through ServiceLink?
We're trying to capture the #Alternate# delegate approver for a ticket and send it through to OpenView but there's no system parameters to identify who the Alternate was, and whether they in fact approved the request...
Thanks all!
Ant
11-17-2011 06:05 PM
HI:
I may have missed the answer here, but I am trying to update the comments of the requisition when the outgoing service link is executed, something like...
"11/23/2009
ServiceLink sent requisition information to the Remedy System"
I know that it can be done as a manual service link task, but have not figured out how to do this as part of the outgoing transformation.
Thank you
Daniel
11-17-2011 06:05 PM
Daniel, I think you will have to create a dummy task that will just write the comment
11-17-2011 06:05 PM
Sorry guys, but I am still confused.
I want to use the inbound adapter to post a message to the Comments/System History and close out the task.
I understand that I can use the dummy adapter for the inbound, but how do I pull in the EXISTING channel-id so that the message gets posted?
Thank you
Daniel
Safeway
11-17-2011 06:05 PM
Hi Daniel - We accomplish this in the inbound Remedy transformation. So after the web service sends the message to Remedy, it immediately gets a response. For example, our response includes the ticket number that was created. In the inbound Remedy transformation we put that ticket number into a field in the form using a parameter, but we also include the <add-comments> tag to insert a system message like the one you're referring to. In that message we include the ticket number created
11-17-2011 06:05 PM
Tylor
In your example the "Remedy XML" is providing the channel id and the trigger point. All I want to do is update the comments via inbound message once the outbound data has been sucessfully sent...
Sorry, still learning this stuff...
Thank you
Daniel
Safeway
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