maileater gives error: fetch_dob_list name (Asset Name) in factory nr

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Article ID: 142179

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

Mail eater is skipping configuration item in creating an incident. 

Error found in stdlogs:
 ERROR text_api.spl 2378 fetch_dob_list name (test server 3) in factory (nr) not found

 

Setup a use case like this: 

- text_api.cfg file OOTB has:
INCIDENT.AFFECTED_RC=affected_resource.UUID.lookup_asset_by_name
INCIDENT.AFFECTED_RC_PERSID=affected_resource.UUID.lookup_asset_by_persid

- that there's CI with name "test server 3"

- finally, verify that a ticket can be created using the above CI as affected_resource (label is Configuration Item via the GUI)


Now setup maileater in 17.1 to send an email with something like:
AFFECTED_RC=test server 3

The Incident gets created but the affected_resource value is missing.  Verify in SDM stdlog 
 ERROR text_api.spl 2378 fetch_dob_list name (test server 3) in factory (nr) not found
 
  

Cause

This is per design, where data partition clause or license constraint clause gets appended to the Employee users.

So, if a ticket is being raised (through maileater) by an unlicensed user with configuration item passed, the data partition constraint or the license constraint on the Employee role intercepts the usage of the CI (unless this unlicensed user is the owner of the CI).

 

Environment

Release : 17.1,17.2

Component : SERVICE DESK MANAGER

Resolution

The only way to fix this is to make these users as licensed or let them raise tickets against CI's which the users have access to.