Unable to create Service Desk tickets

Products

CA Spectrum DX NetOps CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

Problem happens either manually or automatically opening SD tickets.

Error received when manually trying to open SD tickets under OneClick Console:
SPC-OCC-10262: Error launching
Internal Server Error

After enabling debug for Service Desk integration we can see following error under tomcat log file:

org.apache.catalina.core.StandardWrapperValve invoke
SEVERE: Servlet.service() for servlet [ServiceDeskServlet] in context with path [/spectrum] threw exception
java.lang.NullPointerException
    at com.aprisma.spectrum.app.sd.ServiceDeskIntegrationManager.getTemplateForErrorType(ServiceDeskIntegrationManager.java:615)
    at com.aprisma.spectrum.app.sd.handler.ServiceDeskAlarmHandler.createTicket(ServiceDeskAlarmHandler.java:679)
    at com.aprisma.spectrum.app.sd.servlet.ServiceDeskServlet.doGet(ServiceDeskServlet.java:266)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:621)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:728)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
    at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:222)
    at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:123)
    at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:611)
    at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
    at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:99)
    at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:953)
    at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)
    at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:408)
    at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1023)
    at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:589)
    at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:310)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
    at java.lang.Thread.run(Thread.java:744)

Environment

Dx NetOps Spectrum (all versions)

CA Service Desk Manager (all versions)

Cause

Number of Web Services Error Types defined under Service Desk is greater than 250. The soap protocol can only retrieve a maximum of 250 records

Resolution

Reduce the number of Web Services Error Types on the Service Desk side. The communication between Spectrum and Service Desk is done through SOAP which only supports retrieving a maximum of 250 records

Additional Information

This is a limitation of SOAP itself, that SOAP is capable of retrieving a maximum of 250 records at any given time.