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API - LogIncident and LogServiceRequest not spawning BPM


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We are just testing implementing a LogIncident and LogServiceRequest API calls. These are api calls are successful and the results returns the RequestId, summary and an empty warning array.

We are including the ServiceId and CatalogId in the requests which is showing correctly when we view the request in the live user application.

However a linked BPM process is not being spawned when to make these requests, even though the documentation states it will be when the providing the ServiceId. We have also tried the LogRequestBPM node afterwards but this returns the 'defaultProcessNotSet'.

We do not set a default BPM process at the Service Level as we have the system set to enforce the selection of the catalog.

I wondering if the api documentation needs to be updated when using the combination of ServiceId and CatalogId?

We are not passing a bpmName, as we are expecting the provision of the ServiceId and CatalogId to used to determine this rather than having to hard code this or make an earlier call to get the bpmname from the service details.

Cheers

Martyn

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@Martyn Houghton

You said:

1 hour ago, Martyn Houghton said:

BPM process is not being spawned when to make these requests, even though the documentation states it will be when the providing the ServiceId

And then you say:

1 hour ago, Martyn Houghton said:

We do not set a default BPM process at the Service

As you can see there is no workflow to be spawned if none is provided on the service (not catalog item). The (or a) workflow will be spawned if set on the service.

1 hour ago, Martyn Houghton said:

I wondering if the api documentation needs to be updated when using the combination of ServiceId and CatalogId?

Based on current functionality and design, there is nothing to be updated in regards to API documentation (*). Neither logIncident nor logServiceRequest APIs will be checking a catalog item configuration. If the bpmName input param for these APIs does not have a value or not present when the API is invoked then both of these APIs will check the service configuration for the workflow but nothing more.

At best the APIs might/could be enhanced to extend the logic of retrieving the workflow based on catalog item configuration. 

(*) The current documentation could possibly mention how the workflow is selected when there is no bpmName input param for the API call

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@Victor

Thanks for the detailed reply.

Do think the documentation could be updated to mention that the bpmName has to be supplied when using the catalog approach is used. We have different workflows for different catalog items, hence why we do not set a default one a service level.

I presume we need to use the getCatalogs call passing the serviceID and catalogID to retrieve the 'catalogData' which I presume (as catalogData object is not defined in documentation) will include the bpmName (

https://api.hornbill.com/apps/com.hornbill.servicemanager/Catalogs?op=getCatalogs

Cheers

Martyn

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