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Working with Support on troubleshooting SOAP issues
Answer ID 6499   |   Last Review Date 07/08/2019

What information does Oracle Service Cloud Technical Support need in order to troubleshoot SOAP issues?

Environment:

Connect Web Services for SOAP (CWS) API, All Versions

Resolution:

In order for Technical Support to assist in an investigation with an issue regarding SOAP API, you will need to provide the complete SOAP envelope for the request being made to the SOAP endpoint. For ease of reference, an example complete SOAP envelope from the Oracle RightNow Connect Web Services for SOAP (Connect Web Services) documentation has been provided below with color coding of sections that are important for troubleshooting:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/">
  <soapenv:Header>
    <ns7:ClientInfoHeader xmlns:ns7="urn:messages.ws.rightnow.com/v1_2" soapenv:mustUnderstand="0">
      <ns7:AppID>Update Product Display Order</ns7:AppID>
    </ns7:ClientInfoHeader>
    <wsse:Security xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd" mustUnderstand="1">
      <wsse:UsernameToken>
        <wsse:Username>comland</wsse:Username>
        <wsse:Password Type="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-username-token-profile-1.0#PasswordText">***redacted***</wsse:Password>
      </wsse:UsernameToken>
    </wsse:Security>
  </soapenv:Header>
  <soapenv:Body>
    <ns7:Update xmlns:ns7="urn:messages.ws.rightnow.com/v1_2">
      <ns7:RNObjects xmlns:ns4="urn:objects.ws.rightnow.com/v1_2" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="ns4:ServiceProduct">
        <ns4:Parent><ID xmlns="urn:base.ws.rightnow.com/v1_2" id="1"/></ns4:Parent>
      </ns7:RNObjects>
      <ns7:ProcessingOptions>
        <ns7:SuppressExternalEvents>false</ns7:SuppressExternalEvents>
        <ns7:SuppressRules>false</ns7:SuppressRules>
      </ns7:ProcessingOptions>
    </ns7:Update>
  </soapenv:Body>
</soapenv:Envelope>

 

Legend
Envelope The envelope node encloses the entire SOAP request. This is the complete SOAP envelope.
Header The header node encloses security and authentication values. You will need to remove the plain text Password node value for additional security.
Username The username node is not required for testing, but leaving this value in plain text will speed up troubleshooting. Please leave this value in plain text and edit the envelope to redact the Password value before submission for added security
Body The body node encloses the entire actionable request and contains the information necessary to evaluate the API for defective behavior.
Action The action node is the actionable request being sent through SOAP. This is usually one of the Create, Read (Get), Update, Delete (CRUD) actions, but can be other actions such as GetMetaDataForClass or GetFileData. Please leave the information in this node unedited in your submission.
Suppress Options The suppress options nodes indicate to SOAP API whether the request is required to suppress rules, or external events and custom processes.

 

Additional information on retrieving the complete SOAP envelope can be found in Answer ID 6500: Retrieving a complete SOAP envelope.

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