Error creating Incident in CA SDM using sdgtw probe

Products

• DX Infrastructure Management
• NIMSOFT PROBES

Issue/Introduction

Ticket creation in Servicedesk failes with following error message:

mar 26 18:41:19:000 [pool-20-thread-2, sdgtw] :: Going to get output stream on this connection :: mar 26 18:41:19:896 [pool-20-thread-2, sdgtw] responseCode :: [500] response message :: [Internal Server Error] mar 26 18:41:19:897 [pool-20-thread-2, sdgtw] Error while calling the createIncident for Alarm [FL47353168-26383] java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation createIncident","DetailErrorMessage":"A bad parameter was passed to a method. This error occurs if a required parameter is missing, the wrong type was passed, or an invalid value was used.","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}} at com.ca.integration.normalization.client.HttpRequestHandler.parseResponse(HttpRequestHandler.java:182) at com.ca.integration.normalization.client.HttpRequestHandler.submit(HttpRequestHandler.java:93) at com.ca.integration.normalization.client.HttpRequestHandler.post(HttpRequestHandler.java:75) at com.ca.integration.normalization.client.NIMRestClient.create(NIMRestClient.java:105) at com.ca.integration.normalization.client.NIMRestClient.createIncident(NIMRestClient.java:222) at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.processAlarmEvent(AlarmEventProcessor.java:227) at com.nimsoft.probe.gateway.sdgtw.AlarmEventProcessor.run(AlarmEventProcessor.java:116) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617) at java.lang.Thread.run(Thread.java:745)

Environment

UIM is 8.5.1
SDM is 14.1
Sdgtw is 2.1

Resolution

We need to map a request of category for the incident

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Creating service

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Using end point URL : http://175.45.176.212:8090/axis/services/USD_R11_WebService for service : USD_WebService

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Creating dispatch

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] DEBUG common.GenericSOAPDispatchService: Finished refreshing the service and dispatch

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] TRACE sdm.CASDMWebService: SOAP Request to follow...

[05/04/19 04:38:24:024 BST] [qtp1279309678-29] TRACE sdm.CASDMWebService: <?xml version="1.0" encoding="UTF-8" standalone="no"?>

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">

<SOAP-ENV:Header/>

<SOAP-ENV:Body>

<createRequest xmlns="http://www.ca.com/UnicenterServicePlus/ServiceDesk">

<sid>****</sid>

<creatorHandle/>

<attrVals>

<string>summary</string>

<string>Average (2 samples) disk free on C:\ is now 7%, which is below the warning threshold (10%) out of total size 54.9 GB</string>

<string>severity</string>

<string>3</string>

<string>urgency</string>

<string>3</string>

<string>affected_resource</string>

<string>10.166.129.50</string>

<string>impact</string>

<string>3</string>

<string>description</string>

<string>Message: Average (2 samples) disk free on C:\ is now 7%, which is below the warning threshold (10%) out of total size 54.9 GB  AlarmID: OO45424925-46353  Origin: PGSUIM_PRM  SubSystem: Disk</string>

<string>priority</string>

<string>1</string>

<string>group</string>

<string>cnt:90B215C1D8789D4FABEE1645CEF3D6EE</string>

<string>customer</string>

<string>cnt:A61F9272D5372142AA50BC1BAF33B4BF</string>

<string>type</string>

<string>I</string>

</attrVals>

<propertyValues>

<string/>

</propertyValues>

<template/>

<attributes>

<string>close_date</string>

<string>description</string>

<string>resolution_method.persistent_id</string>

<string>group.persistent_id</string>

<string>ref_num</string>

<string>urgency</string>

<string>resolution_code.persistent_id</string>

<string>web_url</string>

<string>persistent_id</string>

<string>call_back_date</string>

<string>severity</string>

<string>assignee.persistent_id</string>

<string>affected_resource.persistent_id</string>

<string>impact</string>

<string>affected_service.persistent_id</string>

<string>last_mod_dt</string>

<string>last_mod_by.persistent_id</string>

<string>priority</string>

<string>base_template.template_name.persistent_id</string>

<string>log_agent.persistent_id</string>

<string>summary</string>

<string>open_date</string>

<string>category.persistent_id</string>

<string>customer.persistent_id</string>

<string>status</string>

<string>resolve_date</string>

</attributes>

<newRequestHandle/>

<newRequestNumber/>

</createRequest>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>