IT Process Automation

Hi everyone,

I need to update a ticket with the properties: assignee, status and alg.time_spent.
I can't pass the last property (Time_Spent), probably because is from another table.
I already checked the Web Service Methods searching from some help but I can't find anything that could help me.

Anyone have suggestions?

Regards,
Sérgio Castro

It's a little tricky because when you update a ticket, the alg entry is created AFTER the update. So it doesn't exist yet.

So you can either add a step after the ticket update that queries for the last alg and update the time_spent

OR

instead of updating the ticket, you can create a new alg object and set the time spent there. One of the fields in the alg object is "call_req_id". This would be the persid of the cr to which you would like to attach the alg

Your first option option seems the best for me, however i would add a 10/15 seconds delay between steps, i've seen in Service Desk act log entries out of order due to a bad server performance (VM server...)