With the Spectrum / Service Desk integration tickets are created in Service Desk depending on the policies configured in Spectrum. There may be instances where the tickets stop getting generated in Service Desk for a few alarms due to the following error in Service desk.
Error:
03/22 13:49:30.00 helpdesk spelsrvr 5576 ERROR pcexec.c 5913 Spell interp failed at api.spl:7253:api::get_duplicate_ticket: ilimit exceeded 03/22 13:49:38.38 helpdesk bpeid_nxd 1220 SIGNIFICANT SearchEngine.c 827 EBR::EID::error code = 1::ks_cm_reinit::failure::An error occurred: Failed to initialize session with document engine: Unable to resolve Contentdistributor 03/22 13:49:38.38 helpdesk bpeid_nxd 1220 SIGNIFICANT SearchEngine.c 831 EBR::EID::External search engine is disconnected, will try again in 300 seconds - retry #4274 03/22 13:49:46.83 helpdesk spelsrvr 5576 ERROR api.spl 7215 Error in getting ticket object: NOT FOUND 03/22 13:49:46.94 helpdesk bpeid_nxd 1220 ERROR bpebr.c 3834 EBR::EID::External search engine is disconnected
Release: Any
Component: SPCINT
We recommend to follow the solution strategy below in order to resolve this issue.
There may be occasions where a client deletes the ticket manually in Service Desk as they are not getting closed. In this case the ticket still remain open at the backend in Service Desk as it is not properly closed and will not allow Service Desk to generate new tickets for the same type of alarms originating from the other models. There will be a Configuration Item created for this model in Service Desk and an Asset ID assigned for this model in OneClick. The below errors gets logged into the Service Desk stdout.log file in this case:
03/22 13:49:30.00 helpdesk spelsrvr 5576 ERROR pcexec.c 5913 Spell interp failed at api.spl:7253:api::get_duplicate_ticket: limit exceeded 03/22 13:49:38.38 helpdesk bpeid_nxd 1220 SIGNIFICANT SearchEngine.c 827 EBR::EID::error code = 1::ks_cm_reinit::failure::An error occurred: Failed to initialize session with document engine: Unable to resolve Contentdistributor 03/22 13:49:38.38 helpdesk bpeid_nxd 1220 SIGNIFICANT SearchEngine.c 831 EBR::EID::External search engine is disconnected, will try again in 300 seconds - retry #4274 03/22 13:49:46.83 helpdesk spelsrvr 5576 ERROR api.spl 7215 Error in getting ticket object: NOT FOUND 03/22 13:49:46.94 helpdesk bpeid_nxd 1220 ERROR bpebr.c 3834 EBR::EID::External search engine is disconnected
So in our case the new ticket coming for the same alarm whose ticket is deleted in Service Desk earlier is taken as a duplicate ticket by the web service policy and hence no new tickets are generated for this alarm. Follow the below steps in order to resolve this issue: