Ticket is not created in ServiceAide (formerly known as CA Cloud Service Management)

book

Article ID: 6254

calendar_today

Updated On:

Products

CA Spectrum

Issue/Introduction

There was no error to enable the integration between the CA Spectrum and ServiceAide, but ticket is not created.
 

The following error was found in the Tomcat log file (stdout.log or catalina.out) after enabled the Service Desk integration in debug mode:

 

Error occurred while attempting to create a ticket in Service Desk. java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation Create\/Add operation","DetailErrorMessage":"{\"response\": {\"errors\": [\"The values for the required fields [\\\"RequesterUserName\\\"] were not specified or were invalid.\"]}}","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}

<Please see attached file for image>

ServiceAide_Ticket_not_created_error_stdout.png

Cause

The Service Desk Admin User account does not have the Administration role.

Environment

CA Spectrum 10.2 or 10.3 and ServiceAide (formerly known as CA Cloud Service Management)

Resolution

Grant the administration role to the Service Desk Admin User account.

<Please see attached file for image>

Administration_role.png

Attachments

1558691620004000006254_sktwi1f5rjvs16goh.png get_app
1558691617204000006254_sktwi1f5rjvs16gog.png get_app