SPC-OCC-10262 Error after clicking "submit service desk ticket" button on an alarm
Article ID: 188245
Updated On:
Products
Issue/Introduction
SPC-OCC-10262: Error launching serviceDesk/createTicket?alarmId=XXXXXXXXXXX
Environment
Release : 10.x, 20.x, 21.x, 22.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
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:
Line 98048: 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)
Line 98064: 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
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.
3) For use case#3:
Removed the SDM server from the Spectrum OneClick Administration - Service Desk Integration page and disabled the integration. Saved the changes and then enabled it back
4) For use case#4:
1. Log into SDM > Administration > SOAP Web Services Policy > Policies > Click on SPECTRUM_POLICY
2. Go to the Error Types tab > Click on SPECTRUM_PT
3. Click on Edit for the SPECTRUM_PT > Change the "Ticket Template Name" to any other template > Save changes >
4. Edit and now select back the "SPECTRUM_TEMPLATE".
5. extract the data from SA_Prob_Type and ensure that there is no reference to 400182 and now it's pointing to 400587
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