IT Process Automation

Hi,

How to accept a Knowledge Base KEDB to a ticket using ITPAM.

Regards,
Amala

Amala,

Can you please provide more details?  What Knowledge base are you working with, and what tickets would you like these attached to?

If we get more details we might be able to be more specific, but in general the answer is; determine how to go about this attachment process outside of the CA Process Automation software, then once you understand the requirements you can then implement that same behavior within a Process.

Hi Mike,

I am trying to attach knowledge document to a service desk ticket using ITPAM.

I am using update object operator to perform the task. But i am getting error.

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<soapenv:Fault>
<faultcode>soapenv:Server.userException</faultcode>
<faultstring>java.lang.NullPointerException</faultstring>
<detail>
<ns1:hostname

Amala,

If you run the same web service call using SoapUI, does it work or throw the same error?

Amala,

Any luck with this? 

Have you been able to accomplish this in SoapUI as Jennifer asked?

Hi,

Used createActivityLog and able to update the solution. But how to link a KEDB document that it display knowledge document if i hover over 'KT Solution Linked' activty?

<impl:createActivityLog xmlns:impl="http://www.ca.com/UnicenterServicePlus/ServiceDesk">
<sid>sid__</sid>
<creator>creator__</creator>
<objectHandle>objectHandle__</objectHandle>
<description>description__</description>
<logType>logType__</logType>
<timeSpent>timeSpent__</timeSpent>
<internal>internal__</internal>
</impl:createActivityLog>

So you are using the Update Operator to change an existing Activity Log entry?

The Object Handle would look like alg:######

knwledge_session should be session

knowledge_tool should be k_tool