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SPC-OCC-10262 Error after clicking "submit service desk ticket" button on an alarm

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Article ID: 188245

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Updated On:

Products

CA Spectrum DX NetOps

Issue/Introduction

Error message after clicking "submit service desk ticket"  button on an alarm.

SPC-OCC-10262: Error launching serviceDesk/createTicket?alarmId=XXXXXXXXXXX

Environment

Release : 10.3

Component : MITS SPECTRUM INTEGRATION

Cause

1) Use case #1

Below error shows in Web Server log:

Apr 03, 2020 14:19:13.847 - Connection to Service Desk web service has been established.
Apr 03, 2020 14:20:12.628 - Error occurred while attempting to create a ticket in Service Desk. INVALID AHD03121:Required dependent attribute Group is missing from object Request. Please cancel and populate the Group field.

Group attribute was set as a Required attribute in Service Desk Manager (SDM) Incidents.  The integration between Spectrum and SDM does not support sending additional attributes like group to SDM.  So the integration needs to be set to use another ticket type (example: Issues, which normally are not used by SDM users and can be setup with no additional required attributes than compared to SDM Incidents)

 

2)  Use case #2

Below error shows in Web Server log:

Jul 01, 2020 11:25:31.497 (http-nio-80-exec-5) (SDIntegration) - SDServlet - received request: "/serviceDesk/createTicket"
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - TroubleShooter for the alarm is : 
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - SDAlarmHandler - attempting to create ticket for alarm 5efc87b9-f390-1012-00b6-00505681f2bf
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - TroubleShooter for the alarm is : 
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: start retrieiving config for model 0x19878f
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: start looking for alarm attribute match.
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: finished looking for alarm attribute match.
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: start looking for model attribute match.
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model attribute match.
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: starting looking for model association match.
Jul 01, 2020 11:25:31.498 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model association match.
Jul 01, 2020 11:25:31.499 (http-nio-80-exec-5) (SDIntegration) - ServiceDeskTicketConfig: finished retrieiving config for model 0x19878f.  Resulting entry is [ PT='',UID='' (0) ]
Jul 01, 2020 11:25:31.499 (http-nio-80-exec-5) (SDIntegration) - template factor :null
Jul 01, 2020 11:25:31.499 (http-nio-80-exec-5) (SDIntegration) - SDServlet - create ticket failed
Jul 01, 2020 11:25:47.066 (AlarmNotifier) (SDIntegration) - SDAlarmHandler - received alarm UPDATE

 

If there are no major errors on SDM logs.

 

The above error indicates that the integration is not finding the SDM SOAP policy properly. One of the items to check is to ensure SPECTRUM_POLICY is the Default SOAP Web Services Policy is SDM. This is a requirement for this integration to work. If SPECTRUM_POLICY  is not Default Policy in SDM, the integration fails with the above error.

Resolution

1) For use case#1 Setup SDM's SPECTRUM_POLICY/SPECTRUM_PT/SPECTRUM_TEMPLATE against an SDM ticket type which does not have additional required attributes (example:  group name) other than the default ones (example: description / summary).  Refer to this URL to setup the above against Issues - https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/spectrum/10-3-2/integrating/ca-service-desk-and-ca-spectrum/how-to-install-and-configure-the-integration/configure-the-ca-service-desk-manager-server.html

2) For use case#2, ensure SPECTRUM_POLICY has the Default option checked ON, in SDM. Once this is done, restart Spectrum Tomcat and SDM to retest the integration again.