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I'm using MVC to manage the BMC ticket raise and resolve. However for certain groups there are additional fields that opens up after choosing the type of change as 'Resolved' I tried input values to those fields but still I'm not able to resolve the incident. Below is the code used,

StagingRequest.Incident_Nature = "NA";
StagingRequest.Network_Infrastructure = "NA";
StagingRequest.Incident_Element = "NA";
String ss = _WS1.HelpDesk_Modify(_AI1, StagingRequest.Incident_Number, StagingRequest.Type_of_Change, StagingRequest.Status_Reason, StagingRequest.Group_Name, StagingRequest.Assignee_Login_ID, StagingRequest.Resolution, StagingRequest.Incident_Nature, StagingRequest.Network_Infrastructure, StagingRequest.Incident_Element, StagingRequest.WorkLog_SupportDiary, StagingRequest.Work_Info_Notes, StagingRequest.Expiry_Date);

Note that I tried entering the actual dropdown values in those 3 fields still the same error

Unable to Modify :ERROR (100000308): ; Please choose the value for the following fields before resolving the ticket; 'Incident Nature', 'Network Infrastructure' and 'Incident Element'.

The other groups for which additional fields is not required worked with the below code,

String ss = _WS1.HelpDesk_Modify(_AI1, StagingRequest.Incident_Number, StagingRequest.Type_of_Change, StagingRequest.Status_Reason, StagingRequest.Group_Name, StagingRequest.Assignee_Login_ID, StagingRequest.Resolution, null, StagingRequest.Cause_for_SLA_Violation, StagingRequest.SLA_Comments, StagingRequest.WorkLog_SupportDiary, StagingRequest.Work_Info_Notes, StagingRequest.Expiry_Date);
TylerH
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Pedi
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1 Answers1

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Analyze the difference in groups in Remedy. Some groups are differently customized in remedy while resolving the incidents.

TylerH
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Open Door
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