Creating the insert application

In this procedure, you will create an application called CreateHelpDeskCase, which allows you to create a new help desk case by entering values in the required fields. A new Case_ID number is returned once you have successfully created the application.

Creating the CreateHelpDeskCase application

1. 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.

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

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

   1. In WSDL URL, enter http://ITSM60Demo.sybase.com/arsys/WSDL/public/ITSM60Demo/HelpDesk_Submit_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_Submit_Service
      

   2. Click Get Method. One method displays, HelpDesk_Submit_ServicePortType:Create_Helpdesk_ Case.

   3. Make sure Enable Grid Rules is selected.

   4. Next to Content XSLT, click Create. The Web Services Output XSLT Template Customization window appears.

      • Name – enter CreateHelpDeskCase.

      • Roles – click Add All to add all the roles to Assigned Roles.

      • Select Output Parameters for Display – highlight a parameter, such as Case_ID. The value displays in Update Output Display Name.

      • Select Node Level That Contains One or More Child Records – click Select.

        The Select Node Level window appears. Select “/,” and click OK.

      • In the Web Services Output XSLT Template Customization Window, click Save, then click OK in the confirmation window.

   5. 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 (or leave blank if omitted):

      Table 5: HelpDesk_Submit_Service – sample input parameter entries

      Parameter	Default value
      userName	Demo
      Case_Type	Incident
      Category	Networking
      Department	Marketing
      Description	Test
      Hotlist	No
      Item	Dial-up
      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
      Source	Requester
      Status	New
      Summary	New case
      Type	Connectivity

   6. Click Next.

   7. When you are asked if you want to proceed even though the parameters are not all filled in, click OK.

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

5. In the Filter window, click Next.

6. In the Configure Parameters window, configure the input parameters.

   1. 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 parameters in the order listed in Table 6.

      For this example, select all parameters except:

      • _HEADER.AuthenticationInfo.password

      • service_wsdl

      • Create_Helpdesk_Case.Pending

      • _HEADER.AuthenticationInfo.timeZone

      • _HEADER.AuthenticationInfo.locale

      • Create_Helpdesk_Case.Escalated

      • Create_Helpdesk_Case.WorkLog

      • service_method

      • Create_Helpdesk_Case.Create_Time

      • _HEADER.AuthenticationInfo.authentication

      • Create_Helpdesk_Case.Orig_Submitter

   2. For the selected parameters, modify the parameter values as needed. See Table 6 for values used in the example; and see Table 2 for a description of the parameter settings.

      For the parameters with 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.

      Table 6: CreateHelpDeskCase – sample entries

      Parameter	Display name	Default value	Display type	Kind	Required
      _Header.AuthenticationInfo.userName	User Name	Demo	None	Update	No
      Create_Helpdesk_Case. Requester_Name	Requester_Name	Demo	Text Field	Update	Yes
      Create_Helpdesk_Case. Phone_Number	Phone_Number	925-236-5000	Text Field	Update	No
      Create_Helpdesk_Case. Requester_Login_Name	Requester_ Login_Name	Demo	Text Field	Update	Yes
      Create_Helpdesk_Case. Request_Urgency	Request_ Urgency	Low	Text Field	Update	No
      Create_Helpdesk_Case. Case_Type	Case_Type	Incident	Text Field	Update	Yes
      Create_Helpdesk_Case. Summary	Summary	New case	Text Field	Update	Yes
      Create_Helpdesk_Case. Description	Description	Test	Text Field	Update	Yes
      Create_Helpdesk_Case. Priority	Priority	Low	Text Field	Update	Yes
      Create_Helpdesk_Case. Category	Category	Networking	Linked	Update	Yes
      Create_Helpdesk_Case.Type	Type	Connectivity	Linked	Update	Yes
      Create_Helpdesk_Case.Item	Item	Dial-up	Linked	Update	Yes
      Create_Helpdesk_Case. Region	Region	USA	Linked	Update	No
      Create_Helpdesk_Case.Site	Site	25 Bay St, Mountain View, CA	Linked	Update	No
      Create_Helpdesk_Case. Department	Department	Marketing	Linked	Update	No
      Create_Helpdesk_Case. Office	Office	#3 Sybase Dr.	Text Field	Update	No
      Create_Helpdesk_Case. Source	Source	Requester	Text Field	Update	Yes
      Create_Helpdesk_Case. Status	Status	New	Text Field	Update	Yes
      Create_Helpdesk_Case. Hotlist	Hotlist	No	Text Field	Update	No

   3. Select Next.

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

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

8. In the Application Builder, click Save.

9. 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.

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

11. Optional. In Application Builder, select Params, then click Next to view the parameter settings as shown in Figure 10, 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 10: CreateHelpDeskCase parameters

    

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

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

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

    Click OK.

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

16. Optional. Select CreateHelpDeskCase and click Preview to view the application. The lists are not yet populated. The Case_ID at the bottom is used when a user saves a new record, and a Case_ID is assigned.

You have successfully created the Remedy application.

---

Copyright © 2007. Sybase Inc. All rights reserved.

View this document as PDF