SPC-OCC-10262 Error after clicking "submit service desk ticket" button on an alarm
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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: 10-29-2024

Products

Spectrum Network Observability

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 : 22.2.x,23.3.x.24.3.x

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

Spectrum gets the Problem Type name to create the ticket from the service-desk-ticket-config.xml configuration file. This file maps the alarm or model with the Problem Type name to use.

Custom_Ticket_Creating_Rules

In case a mapping is not found:

1. Spectrum searches the ID of the policy (object sapolicy) with code = "SPECTRUM_POLICY" in Service Desk Manager

2. For the matched policy, Spectrum retrieves the list of Problem Types (object saprobtyp) associated with the policy

3. Spectrum looks for the Problem Type marked with the default flag in the policy

Only in case this is not found either, Spectrum raised the error indicating the template factor is null as mentioned in the use case #2 as shown right below.

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.

3)  Use case #3

The following error was found in the $SPECROOT/tomcat/log/stdout.log file:

Feb 24, 2023 10:20:09.265 - Error occurred while attempting to create a ticket in Service Desk. com.aprisma.spectrum.app.ws.client.ServiceDeskWSClientException: Connection to Service Desk web service has been lost.  Could not search Service Desk for asset.
Feb 24, 2023 10:20:09.265 (http-nio-80-exec-8) (SDIntegration) - SDServlet - create ticket failed

4)  Use case #4

In the Spectrum logging ($SPECROOT/tomcat/logs/stdout.log file):

Line 24254: Mar 01, 2023 11:40:05.122 - Error occurred while attempting to create a ticket in Service Desk. Internal err Getting template object: NOT FOUND

In the corresponding SDM stdlogs for the same timeframe:

 03/01 11:40:04.86 host sq**gt:select20         1572 MILESTONE    sqlclass.c            1063 The following statement took 0 milliseconds: Clause (SELECT cr_template.del , cr_template.description , cr_template.last_mod_by , cr_template.last_mod_dt , cr_template.persid , cr_template.quick_tmpl_type , cr_template.template , cr_template.template_class , cr_template.template_name, cr_template.tenant FROM cr_template WHERE cr_template.id = ?) Input (<int>400182)

 03/01 11:40:05.02 host sp****vr                4276 ERROR        api.spl               4215 Internal err Getting template object: NOT FOUND

The concern is for Line 98048, where the template of interest from the above query of table cr_template has an id value of "400182", but there is no such value in the XLS file you sent that is an extract of table cr_template 

SELECT cr_template.id, cr_template.del , cr_template.description , cr_template.last_mod_by , cr_template.last_mod_dt , cr_template.persid , cr_template.quick_tmpl_type , cr_template.template , cr_template.template_class , cr_template.template_name , cr_template.tenant FROM cr_template 

For the Web Services Policy that names template "SPECTRUM_TEMPLATE", this template's id value is 400587

Please have the customer export tables sapolicy and saprobtyp from the SDM MDB Database so that we can review their defined Web Services Policies in SDM. 

Note for SDM Support:  tables of interest are:
sapolicy (pdm_extract SA_Policy)
saprobtyp (pdm_extract SA_Prob_Type)

Resolution

SDM and Spectrum Policy Integration Setup and Troubleshooting

Purpose

This guide provides setup and troubleshooting steps for integrating Spectrum Policies with CA Service Desk Manager (SDM) ticket types. Follow these use cases for configuration and issue resolution.

Use Case #1: Setup SPECTRUM_POLICY / SPECTRUM_PT / SPECTRUM_TEMPLATE for SDM Ticket Type without Additional Required Attributes

  1. Objective: Configure Spectrum policies for an SDM ticket type that only requires default attributes (such as Description or Summary) and does not include additional fields like Group Name.
  2. Procedure: For step-by-step configuration instructions, refer to Configure the CA Service Desk Manager Server and apply the settings for Issues ticket type.

Use Case #2: Set SPECTRUM_POLICY Default Option in SDM

  1. Objective: Ensure that SPECTRUM_POLICY has the Default option enabled in SDM to support policy prioritization.
  2. Procedure:
    • Go to SDM > Administration and select SPECTRUM_POLICY.
    • Check the Default option to enable it.
  3. Post-Configuration:
    • Restart both Spectrum Tomcat and SDM to apply changes and retest the integration.

Use Case #3: Reinitialize Integration by Disabling and Enabling SDM Server

  1. Objective: Reinitialize the Spectrum and SDM integration by removing and re-adding the SDM server.
  2. Procedure:
    • In Spectrum OneClick:
      • Navigate to Administration > Service Desk Integration.
      • Remove the SDM server configuration, disable the integration, and save changes.
    • Re-enable the integration by adding the SDM server back.

Use Case #4: Modify Ticket Template Reference in SPECTRUM_PT

  1. Objective: Update Ticket Template references in SPECTRUM_PT to ensure it uses the correct template ID.
  2. Procedure:
    • Step 1: In SDM, navigate to Administration > SOAP Web Services Policy > Policies and select SPECTRUM_POLICY.
    • Step 2: Go to the Error Types tab, click on SPECTRUM_PT, and select Edit.
    • Step 3: Change the Ticket Template Name to an alternative template and save.
    • Step 4: Edit again, this time reselecting the SPECTRUM_TEMPLATE to reset the configuration.
    • Verification: Extract data from SA_Prob_Type and confirm there is no reference to ID 400182 and that the system now points to 400587.
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