Workflow and ServiceDesk Community

Does anyone have any experience actually submitting a SOAP request to the SD.IncidentManagementSimple service? I'm working a web form that uses PHP's SOAP client to submit the request and it submits well enough, but I can't get it to take the CurrentlyAssignedQueue value. I've tried populating CurrentlyAssignQueue, CurrentlyAssignedQueueName, and both at once, but so far nothing has worked and so the ticket just ends up in the default queue.

Did you open IncidentManagementSimple and review how it's handling the queue input?

Nope, but I will. I did check the TechnicianFeeder and found that it was simply populating the CurrentlyAssignedQueueName field.

Looks like the evaluation it's using to determine whether a queue has been pre-configured is the "Incident.CurrentlyAssignedQueue" variable.  It evaluates this twice before hitting the main dialog workflow component.  It then loops the array "Incident.CurrentlyAssignedQueue.SecurityGroups" and addes the groups as assignments.  I imagine if any part of this fails, it will default out.

It is actually more in depth then that. In order to properly assign the Queue you need to map all the fields for the CurrentlyAssignedQueue object. This object consists of the queue name, queue description, location, location id, and then security group mapping. The security group mapping information, along with the queue name, is the important part. 

That's what I'm making of it, too. So I definitely have to populate the servicequeue value of CurrentlyAssignedQueue. However, whatever I'm putting in there obviously isn't cutting it. Any thoughts on how I could determine exactly what it wants? I've followed the format described in the WSDL as best I can, but I do know that the ServiceQueueGroupMap values could be giving me grief. I can't get the PHP to follow that exactly as an associative array can't have multiple keys with the same name. Of course, I was trying to name the key "ServiceQueueGroupMap" and maybe it should be named something else.

Got any examples in an actual SOAP request (in any language)? The WSDL shows the format, but a real world example would be helpful.

why not use the "Get Incident Service Queue By Name" and map the results?

or have you tried and this doesn't work either?

He's trying to populate this information with a PHP call, not inside a workflow project.What may be the easier thing is to simply create a workflow project executed by a send incident to workflow on OnIncidentReceived that takes the CurrentlyAssignedQueue name that can easily pass into the Incident object and have it then pull the ServiceQueue object & save it back to the Incident object.

This was the approach I now one customer used as they were having the same problem getting the queue mapped from a web service they created.

Ah - I missed that part.  Disregard my input!

That's good to hear, actually. It means I'm not completely crazy and not the only one who can't get it formatted right. I'm not giving up yet, but much longer and yes, I think I'll go the route of a simple project that the PHP can call instead. Good idea.