Service Desk tickets are not created for some alarms after deleting the earlier ticket from Service Desk

Products

• CA Spectrum

Issue/Introduction

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 

Environment

Release: Any
Component: SPCINT

Resolution

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:

1. Logon to Service Desk web console.
   
   
2. Go to Administration tab.
   
   
3. In the left panel expand the web services policy.
   
   
4. Now in the right panel select the web services policy configured for the Spectrum template.
   
   
5. Click on edit button on top right corner.
   
   
6. Click on Error type menu on the web services policy template.
   
   
7. Select the Error type configured for Spectrum template from the list of error types.
   
   
8. The error type selected gets opened in a new window.
   
   
9. Click on edit.
   
   
10. Select the Duplicate handling tab.
    
    
11. Change the Duplicate ticket action to "create tickets(do not detect duplicates)".
    
    
12. Save the error type. Save the web services policy.
    
    
13. Now try to generate the same alarm for which tickets are not getting generated. Tickets will start getting created for this alarm in Service desk.