SOI Imported Create Ticket actions not working

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

The following error appears when an escalation action is imported for creating a service desk ticket using the wssamservicecmd.bat command.

Create ticket error. java.lang.NullPointerException

Environment

SOI 4.3, CU1 

Cause

Code defect

Resolution

The fix will be included in SOI 4.3 CU2. For CU1 and base SOI 4.3, please follow the steps below:

1. Stop All the SOI services
2. Take a backup of below file.

   CA\SOI\tomcat\lib\soi.common.sam-4.3.0-manager.jar
   CA\SOI\SamUI\lib\soi.common.sam-4.3.0-ui.jar

   
3. Replace the above jars with the jars attached in the zip file linked to this article. 

4. Start all the SOI services as per the recommended order.