Creating the update application

In this procedure, you will create an application called ModifyHelpDeskCase, which allows you to update designated fields according to the specified Case_ID on your handheld device. When you save the updates, they are cached until the next synchronization. The updates are then pushed to the UA server, then applied to the Remedy server through the associated Web service method.

You may encounter a series of CCL, SOAP, and Java messages while doing this procedure. These are typically Remedy messages in SOAP format that are not processed by Unwired Accelerator. You can ignore the messages, and continue the procedure. As long as you can save the application successfully later in the procedure, the mobile application is created. If you cannot save the mobile application later it indicates another problem.

Creating the ModifyHelpDeskCase application

From Mobile Web Studio, select Applications in the left pane, select New in the Application Manager Status menu, and click the New button to launch Application Builder.

Click the down arrow to the right of Add, and select Web Service Element.

On the Web Service Element Definition window, make sure the WSDL option is selected, then identify the Web service to use.

In WSDL URL, enter: http://ITSM60Demo.sybase.com/arsys/WSDL/public/ITSM60Demo/HelpDesk_Modify_Service.

Replace the string ITSM60Demo with the host name of the middle-tier server specific to your own installation.

For example:
```
http://uademo-remedy.try.sybase.com/arsys/WSDL/public/ITSM60Demo/
HelpDesk_Modify_Service
```
Click Get Method. In this example, only one method is returned: HelpDesk_Modify_ServicePortType:SetBy_Case_ID.
Make sure Enable Grid Rules is selected.

In the Web Service Element Definition window, click Input and enter the default values for the fields you want to update. For this example, use these values (leave the field blank if no value is provided):

**Table 3: HelpDesk_Modify_Service – sample input parameter entries**
Parameter	Default value
userName	Demo
Accounting_Code	1500
Assignee_Login_Name	Demo
Assignee_Manager_Full_Name	Demo
Case_Type	Incident
Category	Hardware
Department	Engineering
Description	Test
Hotlist	No
Item	IBM
Office	#3 Sybase Dr.
Phone_Number	925-236-5000
Priority	Low
Region	USA
Request_Urgency	Low
Requester_Login_Name	Demo
Requester_Name	Demo
Site	25 Bay St, Mountain View, CA
Solution_Description	This is a brand new case
Solution_Summary	This is a brand new case
Source	Requester
Status	Assigned
Submitted_By	Demo
Summary	This is a brand new case
Type	Laptop
Case_ID	HD0000000000142

Click Next.
When you are asked if you want to proceed without specifying a Content XSLT Template, click OK. Since there is no output defined for the WSDL, you do not need to specify a Content XSLT Template.
When you are asked if you want to proceed even though the parameters are not all filled in, click OK.

In the Define window, select Records Contain Labels, accept 1, and click Next.

In the Filter window, select Next.

In the Configure Parameters window, configure the input parameters:

Under Configure, select the boxes for the parameters you want.

The parameters move to the bottom of the list as they are selected, in the order they are selected. To make it easier to follow the example, select the parameters in the order listed in Table 4.

For this example, select all parameters except:
- _HEADER.AuthenticationInfo.password
- service_wsdl
- _Header.AuthenticationInfo.timeZone
- _HEADER.AuthenticationInfo.locale
- service_method
- _HEADER.AuthenticationInfo.authentication

For the selected parameters, modify the parameter values as needed. See Table 4 for values used in the example; and see Table 2 for a description of the parameter settings.

For the parameters with the Display Type set to “Linked”—Category, Type, Item, Region, Site, and Department—the Add and Clear buttons display. In a later step, “Linking parameters to add multilevel lookup”, you will use these buttons to link parameters for multilevel lookup. For the parameter with the Display Type set to “Select”—Status—the Add and Clear buttons display. Select Add, then make entries for these selections: Assigned (the default), Approved, New, and Deleted.

**Table 4: ModifyHelpDeskCase – sample entries**
Parameter	Display name	Default value	Display type	Kind	Required
SetBy_Case_ID.Description	Description	Test	Text Field	Update	Yes
SetBy_Case_ID.Case_ID	Case_ID	HD0000000000142	Text Field	Search	No
SetBy_Case_ID.Hotlist	Hotlist	No	Text Field	Search	No
SetBy_Case_ID.Submitted_By	Submitted_By	Demo	Text Field	Search	No
SetBy_Case_ID.Phone_ Number	Phone_Number	925-236-5000	Text Field	Update	No
SetBy_Case_ID.Solution_ Summary	Solution Summary	This is a brand new case	Text Field	Search	No
SetBy_Case_ID.Assignee_ Manager_Full_Name	Assignee Manager	Demo	Text Field	Search	No
SetBy_Case_ID.Item	Item	IBM	Linked	Update	Yes
SetBy_Case_ID.Summary	Summary	This is a brand new case	Text Field	Update	Yes
_Header.AuthenticationInfo.userName	User Name	Demo	None	Search	No
SetBy_Case_ID.Office	Office	#3 Sybase Dr.	Text Field	Update	No
SetBy_Case_ID.Status	Status	Assigned Select the Add button, then create entries: Assigned, Approved, New, and Deleted.	Select	Search	Yes
SetBy_Case_ID.Region	Region	USA	Linked	Search	No
SetBy_Case_ID.Accounting_Code	Accounting Code	1500	Text Field	Search	No
SetBy_Case_ID.Type	Type	Laptop	Linked	Update	Yes
SetBy_Case_ID.Requester_ Login_Name	Requester_ Login_Name	Demo	Text Field	Search	Yes
SetBy_Case_ID.Source	Source	Requester	Text Field	Search	Yes
SetBy_Case_ID.Department	Department	Engineering	Linked	Update	No
SetBy_Case_ID.Site	Site	25 Bay St, Mountain View, CA	Linked	Update	No
SetBy_Case_ID.Assignee_ Login_Name	Assignee_ Login_Name	Demo	Text Field	Update	No
SetBy_Case_ID.Solution_ Description.	Solution	This is a brand new case	Text Field	Search	No
SetBy_Case_ID.Priority	Priority	Low	Text Field	Update	Yes
SetBy_Case_ID.Request_ Urgency	Request_ Urgency	Low	Text Field	Update	No
SetBy_Case_ID.Case_Type	Case_Type	Incident	Text Field	Search	Yes
SetBy_Case_ID.Requester_Name	Requester_Name	Demo	Text Field	Search	Yes
SetBy_Case_ID.Category	Category	Hardware	Linked	Update	Yes

Select Next.

You must have write privilege to modify the Remedy AR database.

The Preview window displays. In Element Name, enter ModifyHelpDeskCase, and click Finish.

When prompted to fill in all required fields for preview, click OK to bypass.

In the Application Builder, click Save.

On the Finish window, make this entry (accept the defaults for all other fields):

Roles tab Click Add All to add all roles to this application.

Click Finish to save the application, and click OK to confirm.

Optional. Select Params, then click Next to view the parameter settings as shown in Figure 9, then click Close. If you choose to change the parameter settings, be sure to click Save; then return to Application Builder, click Save, and OK to confirm.

Figure 9: ModifyHelpDeskCase parameters

Click Close in the upper-right corner to close the Application Builder window.

When you return to the Mobile Web Studio main window, select New from the Application Builder Status menu. The ModifyHelpDeskCase application displays in the detail pane.

In Mobile Web Studio, right-click the ModifyHelpDeskCase application in the detail pane, and select Approval Status | Approved.

Click OK.

Select Approved from the Application Manager Status menu. You see the newly approved ModifyHelpDeskCase application in the detail pane.

Optional. Select ModifyHelpDeskCase and click Preview to view the application. The lists are not yet populated.

You have successfully created the update Remedy application.