BMC Remedy Tickets creation failing

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Article ID: 131321

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Updated On:

Products

CA Spectrum

Issue/Introduction

When we try to create ticket from CA Spectrum Oneclick by clicking the option "Submit Service Desk Ticket" we get an error in nim.log
Path to the log file is = %SPECROOT%\tomcat\webapps\ca-nim-sm\WEB-INF\logs\Nim.log  

error "Exception in Get Entry ID operation: ERROR (92): Timeout during database update -- the operation has been accepted by the server and will usually complete successfully; cvmh4713:5000 ONC/RPC call timed out"

Cause

As per the BMC support they mentioned that the timeout is happening because of Assigned Support Organization field is sending a blank value which is a customized field mapping and provided default value

Environment

Spectrum 10.2.x
Remedy 9.1.03

Resolution

Open NIM configuration page of spectrum.


http://<OC_HOST>:<OC_PORT>/ca-nim-sm/ui/login.jsp 

Login as nimadmin/nimadmin 


Click on customizations


assign the custom field to Assigned Support Organization field and set the default value 


CustomAttributeMapping

click on Save

Now click on submit service desk ticket to create the ticket.

Attachments

1558686949122000131321_sktwi1f5rjvs16f4e.jpeg get_app