Errors inserting helpdesk template

Products

• Autosys Workload Automation

Issue/Introduction

When attempting to enable ServiceNow integration, users often copy the sample_template and modify it. If all pound signs (#) are removed to "uncomment" sections, the JIL validation fails with errors such as:

• CAUAJM_E_80023 Duplicate key HELPDESK_TICKET_NUMBER found in the section [FAILURE].

• CAUAJM_E_50102 The glob <ServiceNow-template> input is not in a valid Helpdesk template format.

 

 

Resolution

The issue is caused by removing the comment markers from lines that are intended to remain as comments/descriptions. The template parser requires specific formatting where functional lines are uncommented, but descriptive headers remain commented.

Corrective Action: Only remove the first pound sign from the functional lines. Do not remove pound signs from descriptive header lines.

Example Comparison:

Incorrect (All # removed):

Plaintext

 

Specifies the pattern/format to retrieve the ticket number from the help desk server response.
HELPDESK_TICKET_NUMBER=[jsonpath]:[jsonpath value]
HELPDESK_TICKET_NUMBER=jsonpath:$.result.number

Result: This causes a "Duplicate key" error because the parser sees both lines as the same key.

Correct (Comments preserved):

Plaintext

 

#Specifies the pattern/format to retrieve the ticket number from the help desk server response.
#HELPDESK_TICKET_NUMBER=[jsonpath]:[jsonpath value]
HELPDESK_TICKET_NUMBER=jsonpath:$.result.number