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:
<comment-text>This is a user comment</comment-text>
<person> [A BUNCH OF STUFF ABOUT THE PERSON OMITTED.]
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.
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.
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
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?
Hi Emir - here is all of the person data that was omitted:
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...
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...
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.
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?
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
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...