Service Desk integration error with Spectrum when opening a ticket

Products

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

Issue/Introduction

When attempting to open a ticket via the Spectrum->SDM integration, in the Spectrum logging ($SPECROOT/tomcat/logs/stdout.log file) the following error is seen:

Error occurred while attempting to create a ticket in Service Desk. Internal err Getting template object: NOT FOUND

In the corresponding SDM STDLOGs for the same timeframe:

sqlagt:select20         1572 MILESTONE    sqlclass.c            1063 The following statement took 0 milliseconds: Clause (SELECT cr_template.del , cr_template.description , cr_template.last_mod_by , cr_template.last_mod_dt , cr_template.persid , cr_template.quick_tmpl_type , cr_template.template , cr_template.template_class , cr_template.template_name, cr_template.tenant FROM cr_template WHERE cr_template.id = ?) Input (<int>NON_EXISTENT_ID_IN_CR_TEMPLATE)

spelsrvr                4276 ERROR        api.spl               4215 Internal err Getting template object: NOT FOUND

Spectrum UI: Error Launching

 

Environment

CA Service Desk Manager 17.3 and 17.4

Cause

The SDM Error type is calling a template that does not exist.

Resolution

1. Log into SDM > Administration > SOAP Web Services Policy > Policies  and click on SPECTRUM_POLICY

2. Go to the Error Types tab  and click on SPECTRUM_PT

3. Click on Edit for the SPECTRUM_PT.

4,  Change the "Ticket Template Name" to any other template

5.  Save changes

6.  Edit and now select the "SPECTRUM_TEMPLATE"

7.  Save Changes