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
CA Service Desk Manager 17.3 and 17.4
The SDM Error type is calling a template that does not exist.
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