Error - could not get attribute cache UDS Attribute on add request in SOAP

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Experiencing this error while attempting to create a new request in Service Desk SOAP Web Services

The following call is used:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ser="http://www.ca.com/UnicenterServicePlus/ServiceDesk">
   <soapenv:Header/>
   <soapenv:Body>
      <ser:createRequest>
         <sid>558244722</sid>
         <creatorHandle>cnt:8C7319237464E346B3E5C3ACEBCA92D6</creatorHandle>
         <attrVals>
            <!--Zero or more repetitions:-->
            <string>customer</string>
            <string>cnt:8C7319237464E346B3E5C3ACEBCA92D6</string>

            <string>summary</string>
            <string>Test Summary</string>

            <string>type</string>
            <string>I</string>
            
            <string>status</string>
            <string>OP</string>

         </attrVals>
         <propertyValues>
            <!--Zero or more repetitions:-->
            <string>?</string>
         </propertyValues>
         <template></template>
         <attributes>
            <!--Zero or more repetitions:-->
            <string></string>
         </attributes>
         <!--Optional:-->
         <newRequestHandle></newRequestHandle>
         <!--Optional:-->
         <newRequestNumber></newRequestNumber>
      </ser:createRequest>
   </soapenv:Body>
</soapenv:Envelope>

Result of the call shows:

Error - could not get attribute cache UDS Attribute on add request

Environment

All releases of SDM

Cause

There are blank and null <string> tags present in these locations (highlighted below):

         <propertyValues>
            <!--Zero or more repetitions:-->
            <string>?</string>
         </propertyValues>
         <template></template>
         <attributes>
            <!--Zero or more repetitions:-->
            <string></string>
         </attributes>

Any of these entries alone is sufficient to generate the given error.  These tags need to either be issued a specific value OR if there are no such values required, the <string> tags need to be removed completely.

Resolution

The following web service call is identical to the above, but with the extra <string> tags removed, and will generate an incident ticket

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ser="http://www.ca.com/UnicenterServicePlus/ServiceDesk">
   <soapenv:Header/>
   <soapenv:Body>
      <ser:createRequest>
         <sid>558244722</sid>
         <creatorHandle>cnt:8C7319237464E346B3E5C3ACEBCA92D6</creatorHandle>
         <attrVals>
            <!--Zero or more repetitions:-->
            <string>customer</string>
            <string>cnt:8C7319237464E346B3E5C3ACEBCA92D6</string>

            <string>summary</string>
            <string>Example of template incident</string>

            <string>type</string>
            <string>I</string>
            
            <string>status</string>
            <string>OP</string>

         </attrVals>
         <propertyValues>
            <!--Zero or more repetitions:-->
         </propertyValues>
         <template></template>
         <attributes>
            <!--Zero or more repetitions:-->
         </attributes>
         <!--Optional:-->
         <newRequestHandle></newRequestHandle>
         <!--Optional:-->
         <newRequestNumber></newRequestNumber>
      </ser:createRequest>
   </soapenv:Body>
</soapenv:Envelope>