getting pmo to work

[lestersc]

I now have the event in pmo record in Service Center, it gets processed but it dies with a status "error"

on the messages tab it has the following message;
"Cannot add incident. An invalid category was passed in."

I have checked the problem open map for category and it shows sequence 1 position 10.

My pmo.map has SC_category in the 10th position in the map.

I have also used the expdebugger and did the following d $G.categories, and it does have the category I am using in the global list for categories.

not sure where else to go. Does anyone know which format it uses to generate the ticket. or what format control the event in uses so I can check to make sure that I am meeting the conditional statements. :cry:

[pcasey]

Do you actually *have* an incidnet category called "SC_category"? The error you see is ServiceCenter's way of saying:

You tried to open a new incident with a category of "SC_category". I looked in the category file for this category and could not find it. This, in turn, led me to believe that you must have made a mistake in your pmo and hence, I am going to throw an error.

It sounds like you passed in a pmo with some test values, rather than one with values that made sense in the context of our ServiceCenter install.

[outlance]

Did you activate debugging mod in eventregister pmo?

In initialization expressions you have to add: $axces.debug.on=true

Then you see, what fields are passed through the event in
eventin.

Hope that helps

Lars

[lestersc]

The SC_category is the field name that is used for Unix in the pmo.map to tell SC that the data after the field is the category. This is what I am getting from the SCAuto applications for windows NT and Unix Version 4.0. I am passing the DEFAULT category in the email like the following:

SC_typemo
SC_categoryEFAULT
SC_assignee:Best,Les
SC_description:this is a test ticket.

According to the book I need to use these field markers in the emails, so it knows what the data is. The problem is that I have the marker SC_category listed in 10th position everywhere, It even shows DEFAULT on the 10th line of the field list of the eventin record, but I still get the error.

[tommy]

Thats true but the value You specify after SC_Category must match an existing category in SC and if You have deleted or renamed the category DEFAULT then thats why the event fails.

[lestersc]

The category DEFAULT does exist in our system. the category has several tickets posted against it, the category shows it exists in IM mgnt security files, then edit category. The category also shows up in the categories global list. This is why it is so confussing to me because the category does exist but the system is telling me it does not.

Thanks for any ideas.....

[lestersc]

Hey thanx for the help, I got it to work, i had to use the following code in the initialization statements of the category field in the problem open event map.

you have to use this statement in your email: "CATEGORY: example"

$axtype=type is $axces.target

if (index("axmail", evuser in $axces)>0) then $axtype=type in $axces.target

if (index("axmail", evuser in $axces)>0) then ($ax.action=denull(action in $axces.target);$axl=lng($ax.action))

if (index('axmail", evuser in $axces)>0) then for $axpos=1 to $axl do ($axt=$axpos in $ax.action;if $axt#"CATEGORY" then ($axtype=substr($axt, 10, lng($axt) - 9);$ax.action=delete($ax.action, $axpos);action in $axces.target=$ax.action))

if (index("axmail", evuser in $axces)>0) then category in $axces.target=$axtype

cleanup($axtype);cleanup($axt);cleanup($axpos);cleanup($axl)

cleanup($ax.action)

This code will work for any field you want but inorder to have it work you have to make sure that the map record you enter this code in has a higher sequence number than the action or action.update field map records.

I know it looks odd but it does work! :lol:

[69cubsfan]

I am having the same issue/error - although I am NOT passing in the 'action' field from my emails.
I am using a DTD file to translate the Notes email from XML.
I have removed all validations (even though the category does exist).

In my debug it is showing my fields like this:
<solarpmopen>
<assignment>ServiceCenter Admin</assignment>
<brief.description>testing incident open</brief.description>
<category>ADMINISTRATION</category>
<contact.name>PULIDO, EDUARDO</contact.name>
<problem.type>ACCOUNT CREATE</problem.type>
<product.type>SERVICECENTER</product.type>
<severity.code>3</severity.code>
<subcategory>ACCOUNT</subcategory>
<ticket.owner>K Niles</ticket.owner>
</solarpmopen>