Service Point hangs when submitting a new request ticket

Products

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

Issue/Introduction

When a user clicks the 'Submit Your Ticket' button in Service Point, it seems to hang. 

The incidentMS.log located under (xFlow)\APPS\logs folder shows the following error was written.

[com.ca.casm.sdm.SdmProducerUtil] - Invalid ticket type (I) provided for this resource (cr).
java.lang.IllegalArgumentException: null

Environment

Release : 17.x

Resolution

The error was written when another type of ticket, e.g. Request, is created despite the Service Point allows only Incident is created. Please check the following.

1. Go to 'xFlow Interface' > 'Service Point' > 'Configurations' on Administration tab and open the default or the current setting.
2. Check which ticket type has been selected in the 'Preferred Ticket Type'.
3. Go to 'Service Desk' > 'Request/Incident/Problem' > 'Areas' and open the areas that you have encountered the problem.
4. Check which ticket types have been turned on under 'This category is valid for the following' section.