Users cannot create tickets through Aria or Service Point

Products

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

Issue/Introduction

When you ask ARIA to create a ticket you indicate that "Argh, I may be super human, but sometimes I have my own limitations. I could not create the ticket, you may want to try again. "

Cause

The following was seen in a Spanish implementation of Service Point, from the collabMS.log set to debug

ERROR - 2021-01-01 00:00:00 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (TESTUSER1)

DEBUG - 2021-01-01 00:00:00 [c.c.c.b.t.h.TicketActionsHelper] - Error Code: Error : INVALID, No se pueden crear tickets desde el rol Empleado, 12114|domsrvr|WwUAAA

DEBUG - 2021-01-01 00:00:00 [c.c.c.b.a.executor.ActionExecutor] - Response from action: {"text":"Argh, puedo ser súper humano, pero a veces tengo mis propias limitaciones. No he podido crear el ticket, tal vez quiera intentarlo de nuevo.","is_error":true}

Above may also present with messages such as:

Error: INVALID, Tickets cannot be created from the Employee role

The root cause is that the end user was logged in as an Employee role and the role was configured to be locked out from access to create tickets

Environment

Release : 17.3

Component : SDM - xFlow

Resolution

One must either configure the Employee role to be allowed to create tickets OR assign a separate role to the Service Point application that is allowed to create tickets.