SPC-OCC-10262: Error launching serviceDesk/createTicket?alarmid
Article ID: 262910
Updated On:
Products
Issue/Introduction
We are trying the integration of DX NetOps Spectrum and ServiceNow, but
we are unable to create manual ticket from Spectrum.
Environment
Release : 22.2
Cause
After enabling logs in debug for the integration, next is observed in logs
Mar 27, 2023 11:53:27.102 (https-jsse-nio-443-exec-2) (SDIntegration) - SDServlet - received request: "/serviceDesk/createTicket"
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - TroubleShooter for the alarm is :
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - SDAlarmHandler - attempting to create ticket for alarm 6420196b-8e39-1000-046a-000d3aa9ef9e
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - TroubleShooter for the alarm is :
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: start retrieiving config for model 0x1019bc
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: start looking for alarm attribute match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: finished looking for alarm attribute match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: start looking for model attribute match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model attribute match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: starting looking for model association match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model association match.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - ServiceDeskTicketConfig: finished retrieiving config for model 0x1019bc. Resulting entry is [ PT='',UID='' (0) ]
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - template factor :null
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - Ticket creation with NIM
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - SDAlarmHandler - attempting to create ticket for alarm 6420196b-8e39-1000-046a-000d3aa9ef9e
Mar 27, 2023 11:53:27.103 - Error occurred while attempting to create a ticket in Service Desk. Make sure you have setup the integration via the Service Desk Administration config page.
Mar 27, 2023 11:53:27.103 (https-jsse-nio-443-exec-2) (SDIntegration) - SDServlet - create ticket failed
NOTE: To enable logs in debug for the integration, browse to OneClick Home page > Administration tab > Debugging tab > Web Server Debug Page (Runtime), search by "Service Desk Integration" and put desired state to ON. Apply the changes (bottom of the page)
The output is written to $SPECROOT/tomcat/logs/catalina.out (Linux) or $SPECROOT/tomcat/logs/stdout.log (Windows)
Resolution
All seems to indicate the integration is not configured.
Please do next:
1. Browse to OneClick home page. Under Administration tab, select Service Desk Configuration.
2. Confirm the ServiceNow appears under the Service Desk servers section, if not, please add it
Additional Information
Integration with Service Desk (DX NetOps Spectrum Documentation)
https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/spectrum/22-2/integrating/ca-spectrum-and-service-desk-integrations.html
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