Auto ticketing Issue

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Team we are facing an issue auto ticketing is not happening at SOI 4.2.

See the following error in the soimgr-debug.log

Unexpected subelement {http://www.service-now.com/incident}route_reason

 

Environment

Release : 4.2

Component : SOI Manager

Resolution

The cause of the problem was with the  SnowStubs file from the GD ServiceNow integration.

Customer needed a new one from the GD team.