Spectrum error SPC-OCC-10262 when creating ticket in Service Desk

Products

• CA Service Management - Service Desk Manager
• ServiceDesk
• CA Service Desk Manager
• Spectrum

Issue/Introduction

Receiving this error in Spectrum:

Spectrum log shows:

Mar 14, 2024 10:30:12.431 (http-zzzzzzzz) (SDIntegration) - ServiceDeskTicketConfig: finished retrieiving config for model 0x######.  Resulting entry is [ PT='',UID='' (0) ]
Mar 14, 2024 10:30:12.431 (http-zzzzzzzz) (SDIntegration) -ServiceDesk_Asset_ID attribute found in SPECTRUM: "nr:##############################" for model 0x######
Mar 14, 2024 10:30:12.431 (http-zzzzzzzz) (SDIntegration) - Creating ticket: problem Type='', endUserId='' asset='nr:##############################', alarmId=########'
Mar 14, 2024 10:30:17.201 - Error occurred while attempting to create a ticket in Service Desk. org.apache.axis2.AxisFault: INVALID
AHD03066: Nome desconhecido (Unknown name)
Mar 14, 2024 10:30:17.201 (http-zzzzzzzz) (SDIntegration) - SDServlet - create ticket failed
Mar 14, 2024 10:30:18.043 (AlarmNotifier) (SDIntegration) - DSAlarmHandler - receive alarm SET 
Mar 14, 2024 10:30:18.043 (AlarmNotifier) (SDIntegration) - DSAlarmHandler - receive alarm UPDATE

Environment

Service Desk 17.x and up

Spectrum 22.2.11

Cause

In stdlog we found this error

<date> <time> <example sdm server> spelsrvr               78916 ERROR        pcexec.c              6509 Spell interp failed at <spel script name>_:36:cr::zSLA: get_attr on affected_resource.zlocal failed: AHD03066:Nome desconhecido zlocal  (Name unknown)

Executing the command "bop_sinfo -d nr" command show that custom field "zlocal" is missing from SDM.

Resolution

Temporarily removing customizations from SDM and restarting caused the ticket creation from Spectrum to work normally.  

Conclusion is that a SDM customization is causing the problem.