Creating the insert application

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

Creating the RemedyHPDCreate 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://itsm7rtm.sybase.com/arsys/WSDL/public/itsm7rtm/HPD_IncidentInterface_Create_WS.

      Replace the string itsm7rtm with the host name of the middle-tier server specific to your own installation.

   2. Click Get Method. In this example, only one method is returned: HPD_IncidentInterface_Create_WSPortType:HelpDesk_ Submit_Service.

   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 RemedyHPDCreate.

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

      • Select Output Parameters for Display – highlight a parameter, such as Incident_Number. 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 the values shown in Table 10 (leave blank if omitted):

      Table 10: RemedyHPDCreate – sample input parameter entries for Remedy AR 7.0.x example

      Parameter	Default value
      userName	Bob
      Assigned_Group	Internal Support
      Assigned_Support_Organization	IT Support
      Assignee	Francie Frontline
      First_Name	Joe
      Impact	1-Extensive/Widespread
      Last_Name	User
      Reported_Source	Other
      Service_Type	User Service Request
      Status	Assigned
      Action	CREATE
      Summary	test
      Notes	test
      Urgency	1-Critical
      Work_Info_Notes	test
      Work_Info_Locked	No
      Work_Info_View_Access	Internal

   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 11.

   2. For the selected parameters, modify the parameter values as needed. See Table 11 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 “Select”—Urgency and Impact—the Add and Clear buttons display. Select the Add button, then add the select categories as directed in the Notes.

      Table 11: RemedyHPDCreate – sample entries for Remedy AR 7.0.x example

      Parameter	Display name	Default value	Display type	Kind	Required
      _Header.AuthenticationInfo.userName	userName	Bob	None	Search	No
      HelpDesk_Submit_Service.Assigned_Group	Assigned_Group	Internal Support	Text Field	Update	No
      HelpDesk_Submit_Service.Urgency	Urgency	1-Critical Select the Add button, then create entries: 2-High, 3-Medium, and 4-Low.	Select	Update	Yes
      HelpDesk_Submit_Service. Service_Type	Service_Type	User Service Request	Text Field	Update	Yes
      HelpDesk_Submit_Service.Assigned_Support_ Organization	Assigned_ Support_ Organization	IT Support	Text Field	Update	No
      HelpDesk_Submit_Service. Impact	Impact	1-Extensive/ Widespread Select the Add button, then create entries with these values: 2-Significant/ Widespread, 3-Moderate/Limited, and 4-Minor/ Localized. Since the Display Name field does not accept the forward slash, use the format 2-Significant-Widespread as the Display Name, and 2-Significant/ Widespread for the Value. Repeat for each entry.	Select	Update	Yes
      HelpDesk_Submit_Service. Summary	Summary	test	Text Field	Update	Yes
      HelpDesk_Submit_Service.Action	Action	CREATE	None	Update	Yes
      HelpDesk_Submit_Service.Notes	Notes	test	Text Field	Update	No
      HelpDesk_Submit_Service. Last_Name	Last_Name	User	Text Field	Update	No
      HelpDesk_Submit_Service.Assignee	Assignee	Francie Frontline	Text Field	Update	No
      HelpDesk_Submit_Service. First_Name	First_Name	Joe	Text Field	Update	No
      HelpDesk_Submit_Service.Work_Info_Notes	Work_Info_ Notes	test	Text Field	Update	No
      HelpDesk_Submit_Service. Work_Info_Source	Work_Info_ Source		Text Field	Update	Yes
      HelpDesk_Submit_Service. Work_Info_Locked	Work_Info_ Locked	No	Text Field	Update	Yes
      HelpDesk_Submit_Service. Resolution	Resolution		Text Field	Update	No
      HelpDesk_Submit_Service. Work_Info_Type	Work_Info_Type		Text Field	Update	No
      HelpDesk_Submit_Service. Reported_Source	Reported_Source	Other	Text Field	Update	Yes
      HelpDesk_Submit_Service. Product_Name	Product_Name		Text Field	Update	Yes
      HelpDesk_Submit_Service. Work_Info_View_Access	Work_Info_ View_Access	Internal	Text Field	Update	No
      HelpDesk_Submit_Service. Status	Status	Assigned	Text Field	Update	Yes
      HelpDesk_Submit_Service. Create_Request	Create_Request		None	Update	No

   3. Select Next.

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

   When 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 21, 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 21: RemedyHPDCreate parameters – Remedy AR 7.0.x example

    

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 RemedyHPDCreate application displays in the detail pane.

14. In Mobile Web Studio, right-click the RemedyHPDCreate 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 RemedyHPDCreate application in the detail pane.

16. Optional. Select RemedyHPDCreate and click Preview to view the application. Fill in all required fields using a value such as “test,” then click OK. The Incident_Number displays at the bottom of the window.

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