Orchestrator 2012 : Kelverion IP – problem with the update activity

August 31, 2012 at 9:17 am in Orchestrator by Christopher Keyaert

Hi Guys,

I recently worked on a project for creating a connection between Operations Manager 2007 (SCOM) and BMC Remedy. As we have Orchestrator 2012 in place, we will use the Kelverion IP (http://www.kelverion.com/).

This integration pack use the BMC Remedy Web Service, it’s quite easy to configure. Everything was working as expected, excepted the Update Request activity.

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The field was well updated in Remedy but the activity always returned with a failed status :

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In fact, the response returned from the Set operation does not contain any fields.

The Kelverion Support Team haven’t seen this before as in Remedy v7.1, 7.5 & 7.6 there is always a field returned.  This appears to be a Remedy version 7.01 web service anomaly.

The solution is quite simple, in the configuration of the Set operations of the Remedy Web Service, just return a field. In our case, we configured the Remedy Web Service to return the Incident_Number. Don’t forget to delete your cache : Orchestrator 2012 / Kelverion IP : Remedy Web Service Reference Cache

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And after that the Update activity from the Kelverion Integration Pack is now returning a Success Smile

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I would like to thank Greg Charman from the Kelverion Support Team for his contribution.

Regards

Christopher