Error when Creating Service Desk Ticket when Spectrum is Integrated with BMC Remedy

Products

• CA Spectrum

Issue/Introduction

When trying to create a Service Desk Ticket in BMC Remedy from the Spectrum OneClick Console, you may receive the following error:

SPC-OCC-10262: Error launching serviceDesk/createTicket?alarmid-xxxxxxxxxxxxx cpm.aprisma.spectrum.app.sd.servlet.ServiceDeskServlet

Looking in the tomcat log on the OneClick server integrated with BMC Remedy, you may see the following error:

"No groups were found using automated routing. You need to manually select a group." 
 

Environment

CA Spectrum 10.2.x
CA Spectrum 10.3.x

Resolution

This is due to a configuration issue on the BMC Remedy Side. You need to make sure that the following fields have the same values both on the NimAdmin page as well as in BMC remedy:

Assigned Support Company 
Assigned Support Organization 
Assigned Group 

Additional Information

If you have any additional questions, please do not hesitate to reach out to CA Technical Support.