Error "[CreateIncidentAction] Adding the notes to incident failed. Reason:NO AHD03055:" When trying to sync attachments and notes from Catalog to SDM

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog

Issue/Introduction

We are having trouble syncing notes from Catalog /xFlow to Service Desk.

The case is as follows:

1. The requester creates a request in xflow for a Catalog offer, completes the required fields, adds an attachment correctly, and adds a comment correctly.
2. Such request requires immediate supervisor approval.
3. The corresponding process is triggered to assign the approval task.
4. Approver enters the request, adds a comment, and then approves.
5. Once approved, the ticket is opened in the CA Service desk.

Failure:

The comment made by the approver is not synchronized with the ticket in Service Desk. 

catalogsync.log

ERROR [Rule Action Executor-5] [CreateIncidentAction] Adding the notes to incident failed. Reason:NO AHD03055:Partición de datos  restricción en Solicitud
org.apache.axis.AxisFault: NO AHD03055:Partición de datos  restricción en Solicitud

 

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Cause

For employee type users there are some constraints added that are hardcoded, they are not in the Data Partition list. This is to enforce the license flag limitation.

This employee type is very limited and the following document is just an example of the limitation:

https://knowledge.broadcom.com/external/article?articleId=8343

The employees can open/update a ticket only when they are the affected end user. They can't create a ticket for another user or update a ticket when they are not the affected end user.

Resolution

Change the Access type to the approvers to an access type with license flag checked. Example: change access type to the approvers from employee to analysts type.