Update soap message function error

geet · ‎09-30-2016

Hi All,

I am using update soap function to update incidents from source to destination but i am getting the below error message while testing it.

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Header/><SOAP-ENV:Body><SOAP-ENV:Fault><faultcode>SOAP-ENV:Server</faultcode><faultstring>com.glide.processors.soap.SOAPProcessingException: Web service update called without a sys_id, ignored</faultstring><detail>com.glide.processors.soap.SOAPProcessingException: Web service update called without a sys_id, ignored</detail></SOAP-ENV:Fault></SOAP-ENV:Body></SOAP-ENV:Envelope>

Kindly help me in resolving it.

Regards,

Shikha Khanna

Ankur Bawiskar · ‎10-03-2016

Hi Shikha,

Did you try insert function for updating. Generally insert function is preferred to insert/update information.

When the incident number matches it will update the info and if not found it will create a new incident. This holds true when your coalesce field is incident number.

Just try using insert function and also verify the syd ids

Mark Correct if this solves your issue or hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

JC Moller · ‎10-03-2016

Hi,

Does the integration user have the required SOAP roles?

https://docs.servicenow.com/bundle/helsinki-servicenow-platform/page/integrate/inbound-soap/referenc...

- Jan

geet · ‎10-03-2016

Yes it has roles and still it is not working.

Let me explain with screenshots what i am doing.

Step 1: i created a web service as follows:

Step 2: Created the SOAP message as follows:

Step 3: clicked on insert function and then clicked TEST:

BR for insert function is as follows:

Now i am creating the update SOAP function in another instance as follows:

Step 1: Created a web service:

Step 2: created a SOAP function:

Step 3: click on update and test the function:

BR for the update SOAP function is as follows:

This is all i have done till now : Please suggest !

Regards,

Shikha Khanna

JC Moller · ‎10-03-2016

Hi,

When you create a new ticket from instance A to instance B, you must get the sys_id for the created ticket (B) either from the response message or have some other method to interlink the two systems.

When instance A makes an update to instance B, the SOAP messages must contain the original sys_id for the created ticket from instance B. To me it looks like your are sending the instance A's sys_id, when you make the update.

- Jan

JC Moller · ‎10-03-2016

Hi,

What value are you using as Coalesce in the web service transform map? This could be a transform map issue..

T: Jan

geet · ‎10-03-2016

i have tried the way u suggested: i used B's sys id but still it is stuck at error 500.