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Adding new property for bmc incident management

Hi All,

i have an integration in place between bmc remedy incident management and xmatters and everything works great so far. However now we would like to add 2 custom properties at the xmatters side fetching the data from the incident form from remedy.

Estimated_Resolution_Date

Next_Target_Date

 

these two fields are present in the hpd:help desk from at the bmc remedy incident management application and these are option fields and once we add these fields as property in the xmatters we would like to use it in one of the form/message.

 

to do so we have edited the webservice 'XM_HPD_HelpDesk_WS ' and added these 2 attributes as string...

 

now when we try to inject an event we see the make APxml is picking up the data, however it results with an exception in the next step..

 

attached here the alarm point logs for the reference

 

2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - BMC Remedy incident: makeApxmlFrom - incident [<object><Status>Assigned</Status><Product_Categorization_Tier_1>Service</Product_Categorization_Tier_1><Product_Categorization_Tier_2></Product_Categorization_Tier_2><Product_Categorization_Tier_3></Product_Categorization_Tier_3><Department>NG Call Routing</Department><Site_Group></Site_Group><Region></Region><Product_Name></Product_Name><Manufacturer></Manufacturer><Product_Model_Version>Product Model Version</Product_Model_Version><Site>616 Six Flags Drive, Arlington, TX 76005</Site><ServiceCI>NCTCOG NG911</ServiceCI><HPD_CI></HPD_CI><Company>North Central Texas Council of Governments</Company><Country>United States</Country><City>Arlington</City><Assigned_Support_Organization>CS Development Support</Assigned_Support_Organization><Last_Name>911 TechTeam</Last_Name><First_Name>NCTCOG</First_Name><Middle_Initial></Middle_Initial><VIP>No</VIP><Contact_Sensitivity>Standard</Contact_Sensitivity><Phone_Number>1 (888) 311-3911</Phone_Number><Categorization_Tier_1></Categorization_Tier_1><Categorization_Tier_2></Categorization_Tier_2><Categorization_Tier_3></Categorization_Tier_3><Contact_Company>North Central Texas Council of Governments</Contact_Company><Service_Type>User Service Restoration</Service_Type><Status_Reason></Status_Reason><Resolution></Resolution><Urgency>1-Critical</Urgency><Impact>1-Extensive/Widespread</Impact><Priority>Critical</Priority><Priority_Weight>29</Priority_Weight><Reported_Source></Reported_Source><Assigned_Group>Remedy-Support</Assigned_Group><Assignee></Assignee><Assigned_Support_Company>TCS Commercial Services</Assigned_Support_Company><Assigned_Group_Shift_Name></Assigned_Group_Shift_Name><Reported_Date>2016-09-19T11:51:23-07:00</Reported_Date><Resolution_Category></Resolution_Category><Resolution_Method></Resolution_Method><Resolution_Category_Tier_2></Resolution_Category_Tier_2><Resolution_Category_Tier_3></Resolution_Category_Tier_3><Closure_Product_Category_Tier1></Closure_Product_Category_Tier1><Closure_Product_Category_Tier2></Closure_Product_Category_Tier2><Closure_Product_Category_Tier3></Closure_Product_Category_Tier3><Closure_Product_Name></Closure_Product_Name><Closure_Product_Model_Version></Closure_Product_Model_Version><Closure_Manufacturer></Closure_Manufacturer><Assignee_Login_ID></Assignee_Login_ID><Incident_Number>INC000000075294</Incident_Number><Summary>testing xmatters custom property</Summary><Notes></Notes><Direct_Contact_First_Name></Direct_Contact_First_Name><Direct_Contact_Last_Name></Direct_Contact_Last_Name><Direct_Contact_Phone_Number></Direct_Contact_Phone_Number><SLM_Status>Service Target Warning</SLM_Status><Escalated>No</Escalated><Contact_Organization>Council Of Governments</Contact_Organization><Estimated_Resolution_Date>2016-09-20T00:00:00-07:00</Estimated_Resolution_Date><Next_Target_Date></Next_Target_Date></object>]
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - BMC Remedy incident: makeApxmlFrom: recipients [North Central Texas Council of Governments_NCTCOG NG911]
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - BMC Remedy incident: makeApxmlFrom: form [Service_Group_Critical_Notifications]
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] WARN - BMC Remedy incident: getResponseOptions - all responses defined in the form will be available
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - BMC Remedy incident: makeApxmlFrom: xm_priority [high]
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - Determining if there is an active Integration Service (applications,bmcremedyincident-5-1-1) on any Integration Agent...
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - Lookup succeeded. Found an active Integration Service on Integration Agent sea-itsmappdev1.
2016/09/19 12:56:37.318 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - BMC Remedy incident: makeApxmlFrom: agent_client_id [bmcremedyincident-5-1-1]
2016/09/19 12:56:37.865 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - xMatters response code: 200 and payload: {"total":0,"nextRecordsUrl":null,"records":[]}
2016/09/19 12:56:37.865 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - XM REST API: setEventStatus events TERMINATED: 0
2016/09/19 12:56:37.865 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - Determining if there is an active Integration Service (applications,bmcremedyincident-5-1-1) on any Integration Agent...
2016/09/19 12:56:37.865 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - Lookup succeeded. Found an active Integration Service on Integration Agent sea-itsmappdev1.
2016/09/19 12:56:58.942 -0700 PDT [applications|bmcremedyincident-5-1-1-1] WARN - BMC Remedy incident: apia_http: caught Exception - name: [JavaException], message [java.net.ConnectException: Connection timed out: connect]: at lib/integrationservices/javascript/xmio.js:60 (execute)
at lib/integrationservices/javascript/xmio.js:23 (anonymous)
at integrationservices/remedy81/remedyincident-5-1-1/xmrestapi.js:119 (anonymous)
at integrationservices/remedy81/remedyincident-5-1-1/bmcremedyincident-event.js:66 (http_event)
at integrationservices/remedy81/remedyincident-5-1-1/http_event.js:24 (apia_http)

2016/09/19 12:56:58.942 -0700 PDT [applications|bmcremedyincident-5-1-1-1] INFO - The JavaScript method apia_http returned an object of type class org.mule.providers.http.HttpResponse.
2016/09/19 12:56:58.958 -0700 PDT [inbound.applications.bmcremedyincident-5-1-1.normal-1] INFO - Component applications_bmcremedyincident-5-1-1 has finished processing the request from endpoint jms://inbound.applications.bmcremedyincident-5-1-1.normal?connector=jmsConnector&numThreads=1&prefetch=0.
2016/09/19 12:56:58.958 -0700 PDT [httpConnector.receiver.6] INFO - Component applications_bmcremedyincident-5-1-1 has finished processing the request from endpoint http://localhost:8083/http/applications_bmcremedyincident-5-1-1?responseTransformers=ServiceHttpResponseTransformer.

 

 

any idea? am i missing any step?

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