Create ticket error - Expected BEGIN_ARRAY but was STRING at line 1 column 1

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

SOI 4.2

NIM Helpdesk Integration

When customer try to create a ticket, it's returning this error Expected BEGIN_ARRAY but was STRING at line 1 column 1

The SOI Manager debug log show this error

2023-06-16T17:52:41,803 INFO  [hdGETPoller] ?.() [] - ERROR | Failed to retrieve Incidents at start up:java.lang.IllegalStateException: Expected BEGIN_ARRAY but was STRING at line 1 column 1
com.google.gson.JsonSyntaxException: java.lang.IllegalStateException: Expected BEGIN_ARRAY but was STRING at line 1 column 1
    at com.google.gson.Gson.fromJson(Gson.java:815)
    at com.google.gson.Gson.fromJson(Gson.java:768)
    at com.google.gson.Gson.fromJson(Gson.java:717)
    at com.google.gson.Gson.fromJson(Gson.java:689)
    at com.ca.soi.nim.integration.util.HDUtil.getNIMResponseDataAtStartup(HDUtil.java:396)
    at com.ca.soi.nim.integration.HDGETPoller.updateAlertsIncidentsAtStartUp(HDGETPoller.java:102)
    at com.ca.soi.nim.integration.HDGETPoller.run(HDGETPoller.java:57)
    at java.lang.Thread.run(Thread.java:750)
Caused by: java.lang.IllegalStateException: Expected BEGIN_ARRAY but was STRING at line 1 column 1
    at com.google.gson.stream.JsonReader.beginArray(JsonReader.java:338)
    at com.google.gson.internal.bind.ArrayTypeAdapter.read(ArrayTypeAdapter.java:70)
    at com.google.gson.Gson.fromJson(Gson.java:803)
    ... 7 more

Environment

Release : 4.2

Resolution

The problem was cause in the Help Desk Configuration where customer had configure with ServiceNow info instead of the NIM Helpdesk info.

The setting was pointing to ServiceNow, once the info was corrected to point to the NIM HelpDesk, tickets were being created in ServiceNow.

Configuring CA SOI - CA Normalized Integration Management (NIM) Connection (SOI Connectors documentation)