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New Incident Created does not go through Rules (3 Comments)

December 16, 2015, 1:52 pm

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Topic by Andrew Wooster

Content

I am creating a new incident using c# but once it is created it does not appear to go through the Incident Routing Rules? Is there something I need to do to get this to go through the rules?

Thanks,

Andrew

Version

February 2015

Code Block

private static int[] CreateIncident(RightNowSyncPortClient client, ClientInfoHeader clientInfoHeader, Customer[] customers)
        {            
            int i = 0;
            int count = customers.Count();
            int[] incidentIDs = new int[count];

            while(i < count)
            {
                long x = Convert.ToInt64(customers[i].contactID);
                Incident newIncident = new Incident();

                newIncident.Subject = "Test";

                IncidentContact incContact = new IncidentContact();
                NamedID contactNamedID = new NamedID();
                contactNamedID.ID = new ID();
                contactNamedID.ID.id = x;
                contactNamedID.ID.idSpecified = true;
                incContact.Contact = contactNamedID;
                newIncident.PrimaryContact = incContact;

                NamedID interfaceID = new NamedID();
                interfaceID.ID = new ID();
                interfaceID.ID.id = 1;
                interfaceID.ID.idSpecified = true;
                newIncident.Interface = interfaceID;

                NamedIDHierarchy productID = new NamedIDHierarchy();
                productID.ID = new ID();
                productID.ID.id = 5;
                productID.ID.idSpecified = true;
                newIncident.Product = productID;

                NamedIDHierarchy categoryID = new NamedIDHierarchy();
                categoryID.ID = new ID();
                categoryID.ID.id = 191;
                categoryID.ID.idSpecified = true;
                newIncident.Category = categoryID;

                NamedID mailboxID = new NamedID();
                mailboxID.ID = new ID();
                mailboxID.ID.id = 8;
                mailboxID.ID.idSpecified = true;
                newIncident.Mailbox = mailboxID;                

                NamedID queueID = new NamedID();
                queueID.ID = new ID();
                queueID.ID.id = 124;
                queueID.ID.idSpecified = true;
                newIncident.Queue = queueID;

                RNObject[] newObjects = new RNObject[] { newIncident };

                CreateProcessingOptions options = new CreateProcessingOptions();
                options.SuppressExternalEvents = false;
                options.SuppressRules = false;

                try
                {
                    clientInfoHeader.AppID = "Create Incident";
                    RNObject[] results = client.Create(clientInfoHeader, newObjects, options);
                    System.Console.WriteLine("New Incident with ID: " + results[0].ID.id);
                    incidentIDs[i] = Convert.ToInt32(results[0].ID.id);
                }
                catch (FaultException ex)
                {
                    Console.WriteLine(ex.Code);
                    Console.WriteLine(ex.Message);
                }
                catch (SoapException ex)
                {
                    Console.WriteLine(ex.Code);
                    Console.WriteLine(ex.Message);
                }
                i++;
            }
            return incidentIDs;
        }

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