BMC Remedy Tickets creation failing

Products

• Spectrum

Issue/Introduction

When you try to create a ticket from CA Spectrum Oneclick by clicking the option "Submit Service Desk Ticket" you 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"

Environment

• Spectrum 10.2.x
• Remedy 9.1.03

Cause

As per the BMC support, the timeout is happening because the Assigned Support Organization field is sending a blank value which is a customized field mapping and provided default value.

Resolution

1. Open NIM configuration page of spectrum.
   
   http://<OC_HOST>:<OC_PORT>/ca-nim-sm/ui/login.jsp
   
   
2. Login as nimadmin/nimadmin
3. Click on customizations
4. Assign the custom field to Assigned Support Organization field and set the default value 
   
5. Click on Save
6. Now click on submit service desk ticket to create the ticket.