Hello Jarl, I don't have that form on my ARSystem server. I installed Incident and Problem Management from the ITSM suite. I no longer have the 6.3 Remedy HelpDesk installed.
thanks Maureen -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng Sent: 02 November 2007 15:52 To: [email protected] Subject: Re: Service Desk, C-API and Automated Assignment Error Instead of creating records in the HPD:HelpDesk form, look at the HPD:HelpDesk_CreateInterface form. This will handle all your issues you encounter. -- Jarl On 11/1/07, Mo Korda <[EMAIL PROTECTED]> wrote: > ** > > > > I've upgraded ARSystemServer from 6.3 to 7.0.1 and HelpDesk 6.0 to Service > Desk. > > I need to adjust C-API executables to create Service Desk HPD:Help Desk > entries instead of creating Help Desk's previous HPD:HelpDesk entries. I > see that other listees have done likewise. > > I also have come across similar issues as other listees doing this task, but > unfortunately cannot decipher the solutions. > > This is due to lack of experience with the product and in particular not > understanding the ITSM Assignment process. > > I fill in many Help Desk fields in my C-API call, including these below for > incident assigment: > > Assigned Support Company > (1000000251), > Assigned Support Organization (1000000014), > Assigned Group (1000000217)] > > I have used the Application Administration Console to set up the Configure > Assignment in a way that I think will match the values I give in the above > fields, and I have tried setting the Event Details, Event field to both > Incident Owner and - General - with no good effect. > > The error that I get is "No groups were found using automated routing. You > need to manually select a group." > Does anybody who has had this problem have any idea what I may be doing > wrong ? > > I saw a reply to a previous listee's question about this that suggests to > observe workflow (active link) logging. Could somebody tell me how to see > this logging ? > > Many thanks > Mo Korda __20060125_______________________This posting was > submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
