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

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Article ID: 40202

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Updated On:

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>

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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>

P3.png

  

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>

P4.png

  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:

Attachments

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