SDM integration with custom fields

Products

• DX Operational Observability
• DX Operational Intelligence
• DX OI SaaS
• DX SaaS

Issue/Introduction

Currently have Service Desk Manager tickets integration with DX O2 SaaS, opening and closing tickets are working fine, however I am seeing the following error in the log:

ERROR c.c.d.i.o.pollers.SDMUpdater - Error occurred while updating the incident

java.lang.IllegalArgumentException: Status is null or empty.

at com.ca.dxi.common.action.svdsk.update.UpdateTicketRequestBuilder.setStatus(UpdateTicketRequestBuilder.java:108)

at com.ca.dxi.common.action.svdsk.update.UpdateTicketRequestBuilder.updateStatus(UpdateTicketRequestBuilder.java:95)

at com.ca.dxi.incidentmanagement.actions.IncidentActions.closeIncident(IncidentActions.java:215)

at com.ca.dxi.incidentmanagement.onprempoller.pollers.SDMUpdater.run(UpdatedAlarmsPoller.java:491)

at java.base/java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:572)

at java.base/java.util.concurrent.FutureTask.run(FutureTask.java:317)

at java.base/java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1144)

at java.base/java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:642)

at java.base/java.lang.Thread.run(Thread.java:1583)

Environment

DX O2 SaaS
SDM 17.4.1.0

Resolution

A review of the gateway logs revealed that the recurring errors are tied to a specific custom status used by the SDM system.
Because this custom status is not a standard default state, the operations platform does not recognize it, which triggers an error in the logs. While the internal system treats this status as open, the platform reads it as an unrecognized field.

As Service Desk Manager allow to create custom fields for tickets states, it can be not recognized by DX O2 when DX Gateway reads all alarms and its states, the Null error means that DX O2 could not read the state of the alarm, probably a custom field was passed.

Ensure that Channel configuration is set as below, to make sure that closed alarm is properly set:

Update alarms when CASDM system changes occur >> Ticket Management >> Clear the alarm, if the ticket status changes to >> CLOSED option

The ticket creation process between the IT service management system and the operations platform is functioning correctly based on the current enhancement rules and the closing process is correctly working based on Channel configuration.