Tickets from Spectrum are not being generated in Service Desk.
In some occasion we may face an issue with a ticket not being generated in Service Desk through the Spectrum integrated. When we enable the debug in Spectrum for the Service Desk integration we end up with the below error in the stdout.log:
Error:
(AlarmNotifier) (SDIntegration) - Creating new Service Desk asset with attributes: [ class, cr:2, description, Device asset., mac_address, 20FDF1B10A51, system_name, PEDOPATPAT0F0S1, serial_number, , alarm_id, 172.19.1.254, name, PEDOPATPAT0F0S1 ]
Error occurred while attempting to create a ticket in Service Desk. AHD05545:Invalid Configuration Item Class identifier (2)
The same error pops up in the Service Desk stdout.log as well.
The error is related to a Service Desk configuration item. It highlights the fact that there has been some changes done to the class of a configuration item in Service Desk. This can happen if a client uses Grloader on Service Desk to import custom code via xml which changes the classes of configuration items.
Release: Any
Component: SPCINT
The steps below will resolve this issue:
select * from ca_resource_class where id=2This did not return any rows consisting on "DeviceHardware".
TABLE ca_resource_classcreation_date creation_user delete_time description exclude_registrationfamily_id id inactive last_update_date last_update_user name parent_idtenantversion_number{"01/13/2005 17:52:01" ,"Service Desk" ,"","Asset Discovery Class Default" ,"" ,"600" ,"2" ,"0" ,"01/13/200517:52:01","Service Desk" ,"Discovered Hardware" ,"-1" ,"" ,"1" }
-> cmd prompt -> pdm_userload -vf c:\ci.txt
select * from ca_resource_class where id=2This should return a row with the name DeviceHardware.