Creating a ticket via template through SOAP Web Services

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

The following article describes the method in how one can create a new incident from an existing template using SOAP Web Services

Environment

Service Desk Manager/CMDB 12.9 or higher on Windows/Unix/Linux

Resolution

The folllowing SOAP call may be used as reference.  Highlighted entries will need to be replaced

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ser="http://www.ca.com/UnicenterServicePlus/ServiceDesk">
   <soapenv:Header/>
   <soapenv:Body>
      <ser:createRequest>

         <!--Replace this value with the sid generated from the login SOAP Call:-->
         <sid>558244722</sid>

         <!--Replace this value with the UUID of the contact who will be creating the ticket:-->
         <creatorHandle>cnt:8C7319237464E346B3E5C3ACEBCA92D6</creatorHandle>

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

            <!--Replace this value with the UUID of the contact who will be the affected end user:-->
            <string>customer</string>
            <string>cnt:8C7319237464E346B3E5C3ACEBCA92D6</string>

            <string>status</string>
            <string>OP</string>

         </attrVals>
         <propertyValues>
            <!--Zero or more repetitions:-->
            </propertyValues>

         <!--Replace this value with the persid of the template of interest:-->
         <template>cr_tpl:400001</template>

         <attributes>
            <!--Zero or more repetitions:-->
            </attributes>
         <!--Optional:-->
         <newRequestHandle></newRequestHandle>
         <!--Optional:-->
         <newRequestNumber></newRequestNumber>
      </ser:createRequest>
   </soapenv:Body>
</soapenv:Envelope>

 

Additional Information

The cr_tpl object contains all of the defined templates available. To obtain the list of entries, you can run a doQuery call on the cr_tpl object, or you can run this command to list the persid and name of each defined template

pdm_extract -f "Select persid, template_name from Cr_Template"

This document should not be confused with the existing KB Article which discusses how to create a template from a given incident

Currently, it is not possible to perform the equivalent via REST web services. A workaround does exist.