HP Propel: When aggregating Service Manager with HP Propel, Catalog fulfillment is throwing the error "(doc.result["soap:Envelope/soap:Body/sm:RetrieveContactResponse/sm:model/sm:instance/sm:Email"] [in template "sm-r2f/sx/templates/retrieveContactResponse.ftl" at line 28, column 24]")"

  • Document ID:KM01825840
  • Creation Date:07-Sep-2015
  • Modified Date:07-Sep-2015
    • Micro Focus Products:
      propel 2.00

This document has not been formally reviewed for accuracy and is provided "as is" for your convenience.

Summary

HP Propel: When aggregating Service Manager with HP Propel, Catalog fulfillment is throwing the "RetrieveContactResponse" error

Question

We have set up HP Propel to work with HP SM 9.40. We did a catalog aggregation from HP SM. Catalog fulfillment for SM9.40 is partially working, i.e., request is created in HP SM, status update messages are received in HP Propel, however, message processing at SX fails

Excerpts from log shows:

==> doc.result["soap:Envelope/soap:Body/sm:RetrieveContactResponse/sm:model/sm:instance/sm:Email"]  [in template "sm-r2f/sx/templates/retrieveContactResponse.ftl" at line 28, column 24]

<RetrieveContactResponse xmlns="http://schemas.hp.com/SM/...
    <RetrieveContactResponse xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" message="Success" returnCode="0" schemaRevisionDate="2015-08-10" schemaRevisionLevel="23" status="SUCCESS" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://hpdevbpm0004.hpdemo.tcs.com:13080/SM/7/Contact.xsd">
      <model>
        <keys>
          <ContactName type="String">consumer</ContactName>
        </keys>
        <instance recordid="consumer" uniquequery="contact.name=&quot;consumer&quot;">
          <ContactName type="String">consumer</ContactName>
          <Company type="String">advantage</Company>
          <FullName type="String">consumer</FullName>
        </instance>
      </model>
    </RetrieveContactResponse>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Answer

The issue here is the contact record you are using in Sevice Manager has no email address set. So set the email address in the contact record of Service Manager.