Mapping Error while calling ict_service_desk_api's ProcessIncident's function on Solman 7.2

[former_member414717]

We are trying to run third party incidents routing that posts incidents in Solman ITSM using the Solman API. For that we are trying to call the ict_service_desk_api's ProcessIncident's function with the following request:

<?xml version="1.0" encoding="UTF-8"?>
<env:Envelope xmlns:env="http://www.w3.org/2003/05/soap-envelope" xmlns:ns1="urn:sap-com:document:sap:soap:functions:mc-style">
   <env:Body>
      <ns1:ProcessIncident>
         <IctAdditionalInfos />
         <IctAttachments />
         <IctHead>
            <IncidentGuid>flincident_1528764839</IncidentGuid>
            <RequesterGuid>12345567890</RequesterGuid>
            <ProviderGuid>061433120C5B1ED898EF3787479F3EDE</ProviderGuid>
            <AgentId />
            <ReporterId>1</ReporterId>
            <ShortDescription>Test WS incident creation</ShortDescription>
            <Priority>1</Priority>
            <Language>EN</Language>
            <RequestedBegin>20180310130000</RequestedBegin>
            <RequestedEnd>20180410130000</RequestedEnd>
         </IctHead>
         <IctId>3111</IctId>
         <IctPersons>
            <item>
               <PersonId>1</PersonId>
               <PersonIdExt>0000000299</PersonIdExt>
               <Se*>M</Se*>
               <FirstName>victor</FirstName>
               <LastName>palkafdain</LastName>
               <Telephone>
                  <PhoneNo />
                  <PhoneNoExtension />
               </Telephone>
               <MobilePhone />
               <Fax>
                  <FaxNo />
                  <FaxNoExtension />
               </Fax>
               <Email>victor.palkin@sap.com</Email>
            </item>
         </IctPersons>
         <IctSapNotes />
         <IctSolutions />
         <IctStatements>
            <item>
               <TextType>SU99</TextType>
               <Texts>
                  <item>i have a problem</item>
               </Texts>
               <Timestamp>20180410130000</Timestamp>
               <PersonId>1</PersonId>
               <Language>EN</Language>
            </item>
         </IctStatements>
         <IctTimestamp>20180410130000</IctTimestamp>
         <IctUrls />
      </ns1:ProcessIncident>
   </env:Body>
</env:Envelope> 

We encountered the following error message:

<?xml version="1.0" encoding="UTF-8"?>
<env:Envelope xmlns:env="http://www.w3.org/2003/05/soap-envelope">
   <env:Header />
   <env:Body>
      <n0:ProcessIncidentResponse xmlns:n0="urn:sap-com:document:sap:soap:functions:mc-style">
         <Errors>
            <item>
               <ErrorCode>13</ErrorCode>
               <Val1>SOLMAN_ICT039,12</Val1>
               <Val2>Mapping error</Val2>
               <Val3 />
               <Val4 />
            </item>
         </Errors>
         <PersonMaps />
         <PrdIctId />
      </n0:ProcessIncidentResponse>
   </env:Body>
</env:Envelope> 

How can we resolve this issue? Here are my observations:

1. The third party service desk ID used in RequesterGuid is valid (earlier calls with unregistered RequesterGuid returned with calls with "unknown system")

2. The API is activated (other calls like RequestSystemGuid works)

3. The request format is correct (incorrect format returned with 'call incomplete or not allowed)

Above three are earlier errors that we encountered but were able to resolve.

4. Entries are being stored into ICT_MAP_PERSON as result of this call but an incident is not created.

[TomCenens]

Hi Ameya

Difficult to tell dispite the fact that you provide a good amount of detail on what you have tried. As the error mentions, it should be related to mapping but then the question is mapping of what exactly.

Did you look into the customizing (SPRO) which is relevant for mapping for the external service desk?

This PDF (although old can still be useful as well as a reference).

I would try to trace or debug this if I were you to check in the coding where this goes wrong, where the mapping error message is being thrown after checking out relevant information as a next step to troubleshoot this.

Best regards

Tom