BMC Remedy Tickets creation failing

Article Id: 131321

Status: Published

Updated On: 14-08-2019 00:46

Products:

CA Spectrum , CA Spectrum , CA Spectrum , 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.