Failed to create trouble ticket - Error Seen When Trying to Create a Service Desk Ticket from the PM Alarm Console

Products

• DX NetOps
• CA Spectrum

Issue/Introduction

Spectrum is integrated with Performance and Spectrum alarms are visible in the PM Portal Alarm Console.







When selecting an alarm and clicking the 'Create Ticket' button an error is returned "Failed to Create Trouble Ticket"

Environment

Release : 21.2

Cause

The AlarmConsole in PM will send make a /spectrum/restful/createTicket?alarmid=<alarmid> Rest call to the OneClick Server that is configured for
   the PM integration. In this case,  the OneClick performing the PM synchronization was not the OneClick performing the Service
   Desk integration so the request failed.

Resolution

The Service Desk integration was switched to the OneClick which was also performing the
   CA PM Synchronization and now tickets can be created from the PM Alarm Console.