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"
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
Open NIM configuration page of spectrum.
Login as nimadmin/nimadmin
Click on customizations
assign the custom field to Assigned Support Organization field and set the default value
click on Save
Now click on submit service desk ticket to create the ticket.