REST Interface unable to create Request tickets when the ticket has properties which are set to required.

Document ID:  TEC1006318
Last Modified Date:  08/10/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:12.9 CA SDM
  • CA Service Desk Manager:Release:17.0

Components

  • UNICENTER SERVICE DESK RXX:USRD
Problem:

Creating a Request (cr factory) ticket works fine through REST when it has no properties or when the category has properties which auto-populate.

It does not seem to work when the request category has properties which auto-populate and some of them are set to required. 

Environment:
SDM 14.1 SDM 17.0
Workaround:

In this scenario it would be recommended to set a default value for the required properties and then make a second REST call to update the value of the property with the correct value. 

For example if CI auto populates, the initial REST call will not allow affected_resource to be set to NULL.

A default value must be set for affected_resource to initially create the ticket, then a second call can be made to set this value to NULL.

You can set the HTTP header X-AttrsToNull and assign a NULL value to an attribute for the update operations.

 

 

 

Additional Information:

Detailed information on REST HTTP Methods can be found below:

https://docops.ca.com/ca-service-management/14-1/en/reference/ca-service-desk-manager-reference-commands/technical-reference/rest-http-methods#RESTHTTPMethods-NULLValueinUpdateOperation

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