Soap web service API call to reassign ticket to new assignment group

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

This tech doc details the xml payload on how to use Service Desk soap web service API methods for this task.

Environment

Release : 17.1/17.2/17.3

Component : SERVICE DESK MANAGER

Resolution

You could use transfer() SOAP web service method. Detail of this method is documented here

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/reference/ca-service-desk-manager-reference-commands/technical-reference/web-services-methods.html

for example, this payload from soapui will transfer the ticket to a new group

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ser="http://www.ca.com/UnicenterServicePlus/ServiceDesk">
   <soapenv:Header/>
   <soapenv:Body>
      <ser:transfer>
         <sid>37469229</sid>
         <creator>cnt:140557EBDC688E438487725370F1D7EA</creator>
         <objectHandle>cr:400751</objectHandle>
         <description>this is the description of api transfer</description>
         <setAssignee>0</setAssignee>
         <newAssigneeHandle></newAssigneeHandle>
         <setGroup>1</setGroup>
         <newGroupHandle>cnt:635361D30CDA43418202D895431764E0</newGroupHandle>
         <setOrganization>0</setOrganization>
         <newOrganizationHandle></newOrganizationHandle>
      </ser:transfer>
   </soapenv:Body>
</soapenv:Envelope>

Please notice that you could encounter some error if the existing assignee is NOT a member of the new group, if the option group_assignee_independent is not installed