ticket creation not working after the upgrade

Products

• DX SaaS

Issue/Introduction

After updating DX02 SAAS to version 26.1.1, you identified that the system stopped creating tickets in the Ticket System. Before the update, this functionality was working normally. You have already restarted the Spectrum Connector, Gateway for ITSM. 

Error in onpremnim.log: 

ERROR  [vert.x-eventloop-thread-1] c.b.d.n.n.s.m.h.CILifecycleMessageHandler -  <Tenant-ID> Exception handling operation createCI for integrationId <token> 

com.broadcom.dp.ng.nim.sm.mdr.MDRException: Error from MDR:{"status":"400","message":"com.ca.sdm.dal.sql.DALException: No records found. See application error logs for more details."}

 

There was only one ticket created, but then it did not work anymore. After upgrade no more tickets are automatically generated.

You can manually create ticket (can open tickets manually through ticket enrichment).

Environment

DX Gateway version 25.2.1.4.

Resolution

CASDM is rejecting ticket creation requests for a specific set of alarms of type mainframe that were enriched using ticket enrichment rule. This occurred because the affected resource was not present in the CASDM CMDB, which resulted in DAL exceptions. Added the CI in CASDM, after which ticket creation started working for that particular set of alarms.

However, if it is still failing for other alarms where the corresponding hosts do not exist in the CASDM CMDB.

Suggest you to add all the required CIs to the CASDM CMDB.