Unable to create Auto Tickets in SOI

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

We are unable to create Auto Tickets in CA SOI getting the following error messages:

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

The problem was on the PAM side.

PAM was unable to create the ticket due to this error

Resource path not correct

 

In the ResourcePath of the process, it has

/CA Remedy Gateway/GatewayResources

 

Check in the CA Remedy Gateway, the GatewayResources was missing.

Looks like someone either rename it or delete it.

Found another resource called GatewayResources_Close which was either created or rename on Dec 13 2021.  The contents has the original info, so we made a copy and rename it to GatewayResources.

 

Now PAM is able to create tickets.