Different errors might occur while opening a Service Desk ticket from DSM Explorer: (CMM000258) and / or (CMM000258)

Products

• CA Automation Suite for Data Centers - Configuration Automation
• CA Client Automation - Asset Management
• CA Client Automation - IT Client Manager
• CA Client Automation
• CA Client Automation - Remote Control
• CA Client Automation - Asset Intelligence
• CA Client Automation - Desktop Migration Manager
• CA Client Automation - Patch Manager

Issue/Introduction

Issue:

We have configured all the settings properly, as shown browsing the DSM Explorer -> Configuration -> Configuration Policy -> Default Computer Policy -> DSM -> Service Desk Integration
 
However, when right-clicking on the Computer name under "All Computer" and selecting "Create a Service Desk ticket", one of the following errors might occur:

      

<Please see attached file for image>

        

<Please see attached file for image>

 

 

Environment:

Ca Client Automation 12.9

Service Desk Manager 14.1

 

Cause:

Missing System_MA_user account in Service Desk console

 

Resolution:

1) Open the Service Desk console -> Security and Role Management -> Contacts

2) Verify that the "system_MA_user account is listed and active, like the below picture:

           

<Please see attached file for image>

  

If the account is not present, it must be created by clicking on "Create New" button. The account has the default settings, as shown in the below picture:

 

           

<Please see attached file for image>

  After that, you should be able to create a Service Desk ticket from CA Client Automation DSM Explorer without any error. 

Environment

Release: UASIT.99000-12.9-Asset Intelligence
Component: