Windows application to create Incident with attachment using SOAP web service

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Nowadays it’s getting more common to use Software as Services (SaaS) applications than traditional applications. There are enough advantages for using SaaS but you need to consider the (obvious?) circumstances. Most obvious circumstance is that you must have a connection to the Internet in order for your SaaS applications to function. Therefore I investigated the possibility of a traditional Windows Front End application. In order to communicate with Service-now.com you have to establish a connection through web services. These phases are explained on the SNC wiki step by step.

In this blog post I would like to talk about uploading an attachment through web services. Normally you can upload an attachment by specifying the folder path in the programming code. For security reasons this does not work in Service-now.com since foreign programming code is not allowed on the Service-now.com servers. But there is a workaround called Base64. This function encodes the attachment file on the client side and through a directional SOAP message is able to communicate with Service-now.com.

The attachment creator I’ve build is programmed in C#. Most obvious tool you can use is Microsoft Visual Studio. You can download the Express version for free on the Microsoft website. Through this blog post I will provide you the basic elements to program this application. Programming an application such as mine isn’t that difficult if you have the right fundaments. Therefore I assume you are familiar with programming in C#.
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Update Set Deployment Best Practices

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October 2013 – Remark: This article has been written in 2011 and is referring to a document listing best practices. This document is not up to date anymore and will no longer be sent out on request.

The deployment of customisations through DTAP (short for Development, Testing, Acceptance and Production) is most of the time a laborious process. Agile software development methodologies have driven radically higher number of release events and software applications are typically in an on-going cycle of development, testing, and release. The complexity grows, when you work with a large development team or even with multiple development teams. This makes the deployment process a delicate one with exceptions and pitfalls.

Service-now.com offers strong support for the deployment of your customizations from a development instance to the production instance. It takes away most of the laborious activities and makes the process easier, but you must not forget to think about what you are doing. Service-now.com uses Update Sets to control the process of making changes to an instance. It is important to be very specific about their use to avoid errors and performance issues. This will involve planning the update process carefully to know what customizations are possible, and knowing what pitfalls to avoid in the process.
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