How to populate Support1, Support2 and Support3 field for a CI via the GRLoader

Document ID : KB000012842
Last Modified Date : 14/02/2018
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Question:

I want to populate the contact fields Support1, Support2 and Support3 for a CI with the GRLoader. What is the syntax for an XML input file?

Environment:
CA Service Desk Manager 12.9CA Service Desk Manager 14.1
Answer:

You must use the following syntax:

 

<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>

 

<GRLoader>

<ci>

<name>CI_name</name>

<class>class_nem</class>

<support_contact1_uuid>contact1_last_name, contact1_first_name</support_contact1_uuid>

<support_contact2_uuid>contact2_last_name, contact2_first_name</support_contact2_uuid>

<support_contact2_uuid>contact3_last_name, contact3_first_name</support_contact3_uuid>

</ci>

</GRLoader>

 

As you can see you must use the combo name of the contact. If the contact is a group simply use the group name.

Additional Information:

For 14.1 with Cumulative patch 2 and 3 you need to install testfix T6D3009 with the PreReq T6D3012. This fix solves a problem with Web Service calls when the name of the attribute contains a number.