Troubleshoot Service Desk Integration

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Article ID: 142773

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Updated On:

Products

CA eHealth CA Spectrum

Issue/Introduction

We would like to know if there is any way to validate if the correct ServiceDesk Asset ID UUID is being sent to Service Desk from Spectrum. 

Environment

Release : 10.x

Component : Spectrum Core / SpectroSERVER

Resolution

To enable Service Desk integration debug, we can do the following:

ENABLE DEBUG: 
1. go to OneClick Administration Web Page > Debugging > Web Server Debug (runtime) 
 
2. Scroll down the list of avail tomcat debugs and locate "Service Desk Integration" Debug
3. Set the debug "On" 
 
4. on bottom of page, click "Max" and "Apply"
 
You can then reproduce the issue, and check the Spectrum Tomcat logs (catalina.out or stdout.log files located in $SPECROOT/tomcat/logs).
 
This can be compared to:
Logon to Spectrum OC console -> model -> component detail panel --> attributes tab -> Filter for "ServiceDesk_Asset_ID" attribute