Error: "Incident Creation process executed with error(s). Error Message:INVALID AHD05463" in error.log When Creating Request from Unified Self-Service

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

The following error appears in view.log from Service Catalog When creating a Ticket in SDM from Service Catalog/USS:

message_type!String=INCIDENT_CREATION_FAILED, tenant_id!String=<tenant>, status!Integer=1, system_alert_id!String=10005, message!String=Incident Creation process executed with error(s).
Error Message:INVALID AHD05463:Assignee is required to save this IncidentAHD05463:Assignee is required to save this Incident.
Request Id:10009, host_name!String=sedapcat01, severity!String=MAJOR}
2017/04/28 15.01.47.391 TRACE [EV_73728196] [Rule Action Executor-2] [Util] Finished logSystemAlertMessage postevent...
2017/04/28 15.01.47.391 TRACE [EV_73728196] [Rule Action Executor-2] [CommonDB] In the constructor of postEventasThread
2017/04/28 15.01.47.391 DEBUG [EV_73728196] [Rule Action Executor-2] [DBDriver] DB-6 | Released
2017/04/28 15.01.47.391 ERROR [EV_73728196] [Rule Action Executor-2] [RuleActionExecutor] Exception while executing action:5c2cddb36a7a-5845f4f115af6e5d300-7ff81490200941642
AxisFault
faultCode: {http://schemas.xmlsoap.org/soap/envelope/}Client
faultSubcode:
faultString: INVALID AHD05463:Assignee is required to save this IncidentAHD05463:Assignee is required to save this Incident
faultActor:
faultNode:
faultDetail:
{}ErrorMessage:INVALID AHD05463:Assignee is required to save this IncidentAHD05463:Assignee is required to save this Incident
{}ErrorCode:1

INVALID AHD05463:Assignee is required to save this IncidentAHD05463:Assignee is required to save this Incident
at org.apache.axis.message.SOAPFaultBuilder.createFault(SOAPFaultBuilder.java:221)
at org.apache.axis.message.SOAPFaultBuilder.endElement(SOAPFaultBuilder.java:128)

Environment

Service Catalog (SC) 14.1Service Desk Manager (SDM) 14.1Unified Self-Service (USS) 14.1

Cause

The assignee is required to create an incident but is not passed in the integration between Service Catalog/USS and Service Desk Manager

Resolution

Solution 1: Don't require assignee in Service Desk Manager in the ticket creation

1) Log into Service Desk Manager

2) Administration > Options Manager > Search for: require_incident_assignee

3) Uninstall this option

4) Restart Service Desk Manager Services

5) Create the ticket in USS that will create the ticket in Service Desk

 

Solution 2: Pass the assignee data from USS/Catalog to Service Desk Manager

This solution will require a customization of the default form. To expose the assignee variable from USS/Catalog to SDM check the following video:

https://www.youtube.com/watch?v=ls-UcbDrK1Y

Once the changes are done, request the service again and verify the ticket creation in SDM and the assignee is correct.

Additional Information

Require Assignee and Group Options

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/auto-assignment#AutoAssignment-RequireAssigneeandGroupOptions