SOI UI : Heldesk configuration issue

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

while testing connectivity for Universal Helpdesk, Test connection failed

But Auto-tickets creating on Servicenow by SOI Escalation policies.

Incident numbers not populating on SOI console.

Manual Action performed to alerts but we got error "Create Ticket error. Java.rmi.RemoteException" but Incident created on Snow.

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

The soimgr-debug.log show the following error when creating a ticket

SOAP Fault Failed to create ticket Msg: Error executing business rule 'Predict Assignment Group' Reason: Error executing business rule 'Predict Assignment Group' Fault Code: Server

 

On ServiceNow, they disable the Predict Assignment Group and now we were able to create a ticket and the incident number is showing in the SOI Console.