Log error increasing because of Activity Notification

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When trying to use more than one search model for different user levels, when doing the first test he encountered strange behavior. To perform this configuration, we didn't associate any survey templates in the notification configuration.

The expected behavior for users who open ticket (incident or request) with a category that has satisfaction survey linked is correct. The survey is sent via setting in activity notification, status = closed. 

For some Categories, a Survey model has been configured, but the vast majority do not have a model configured.

Categories that do not have Survey configured, at each closing (incident or request) the error below is written in the log:

No active survey template found on Request category or activity type Register solution - no survey sent

The customer complains about the large number (+1000/day) of error logs that our solution records for all tickets that do not have a satisfaction survey associated with a category.

Environment

Release : 17.1 and 17.2

Component : CA SERVICE MANAGEMENT

Resolution

The defect associated with this case has been solved in 17.1 RU 8 and 17.2 RU 6.

17.2 RU 6:
http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/Release-Notes/CA-Service-Management-17_2_0_6-Release-Notes/Fixed-Issues---17_2_0_6.html

17.1 RU 8:
http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-1/Release-Notes/CA-Service-Management-17_1_0_8-Release-Notes/Fixed-Issues---17_1_0_8.html