Unable to create in requests Service Desk through SOAP

Products

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

Issue/Introduction

It is not possible to create requests in Service Desk through SOAP.

SoapUI interface and jsvr.log show the following error message:

java.lang.ClassCastException: class java.lang.Integer cannot be cast to class java.lang.String (java.lang.Integer and java.lang.String are in module java.base of loader 'bootstrap')

std.log shows the following message:

Spell interp failed at cr.spl:597:cr::init_call_request: set_attr on created_via failed: NOT FOUND 3551

Environment

CA Service Management 17.1 and higher.

Cause

Somehow the table "interface" does not have all necessary entries and causes this issue when populating the field created_via in the ca_contact table.

Resolution

Double-check the table "interface".

If it does not have all the necessary entries, you can have unexpected issues when creating requests.