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,

Is the end-point correct in your BR?

The value in the SOAPMessageV2 is 'https://dev19331.service-now.com/u_updat', but in the web sevice the name is u_update_incident.

- Jan

geet · ‎10-03-2016

i have fixed this error in BR, and test the update function again but still at the same stage.

JC Moller · ‎10-03-2016

Hi,

How is the Coalesce set up for the u_update_incident web service? Are doing an update based on sys_id?

Are the insert and update web services both on instance B? And from instance A there is first an insert and then later on an update to the same ticket using the u_update_incident web service? Is this the basic setup?

- Jan

msantosh · ‎10-03-2016

If you really want to update incident by using update function only, then you need to modify soap end point or you can update it using insert function by coalescing incident number .Otherwise you have to stuck at 500 error for end of your life.

fkhan · ‎10-03-2016

Hi Shikha,

I think this can be fixed by modifying soap end point on update function.

The steps are as follows:

Step1. Unlock soap end point

Step2. replace the web service name by incident.do

step3. lock soap end point and update it

Hit like, Helpful or Correct depending on the impact of the response

Thanks,

Farukh