Remedy Staging Form

[jhall0007]

I am attempting to setup the Remedy app with for ticket creation. However, in my environment I cannot use the a default HPD_IncidentInterface_create_WS. I am attempting to configure this app to use a staging form provided by my remedy support.

However, when I attempt to make ticket I receive an error:
command="remedyincidentcreate" failed to get args_info for HelpDeskSubmit_service

Any assistance or suggestions would be greatly appreciated.

Additional info:
I've configured the app manually and through the Remedy app setup page. When I run through the setup page I then manually update the remedy.conf page Here is an example of what it looks like (substitute my server names):

[remedy_account]
Password = ****
server_name = myAppSever
url = https://myWebServer
user =

[remedy_ws]
- manually entered -
create_wsdl_url = https://myWebServer/arsys/WSDL/public/myAppServer/

• created automatically -
  modify_wsdl_url = https://myWebServer/arsys/WSDL/public/myAppServer/HPD_Incident_interface
  query_wsdl_url = https://myWebServer/arsys/WSDL/public/myAppServer/ HPD_Incident_interface

• automatically generated the first time I attempt to run the remedyincidentcreate command -
  create_wsdl_file_path = /$splunkhome$/var/lib/splunk/modinputs/remedy/
  modify_wsdl_file_path = /$splunkhome$/var/lib/splunk/modinputs/remedy/ HPD_Incident_interface
  query_wsdl_file_path = /$splunkhome$/var/lib/splunk/modinputs/remedy/ HPD_Incident_interface

Also I do not have any connectivity issues. When i CURL the custom WSDL page it looks exactly how I would expect.

Thank you.

[jhall0007]

We (thanks to professional services) were able to get the app working for ticket generation by following the steps listed here:

http://docs.splunk.com/Documentation/AddOns/released/Remedy/Setup
NOTE: For some reason that page is not directly connected to the remedy documentation

We did have to modify the “create_operation_name.” The correct value was found by CURLing the custom WSDL url and taking the element name from the stanza where the InputMapping/fields are defined.

Following these steps we were able to see data in the staging form but we were still riddled with errors (mostly because the TA tries to confirm a ticket exists). REALLY - This app does not support staging forms. If you are looking for that functionality you should submit a feature request.

[kamlesh_vaghela]

Hi @jhall0007,

Are you able to solve this issue?? If yes then can you please share your solutions?? If no then can you please share information how you are going to setup BMC Remedy app?? Have you did any manual configuration?

Thanks
Kamlesh

[jhall0007]

I have not solved this issue yet, i'll provide an update when i do. You could consider sending email to Remedy.