Error contacting ServiceDesk for user info

Products

• CA Spectrum

Issue/Introduction

In a new CA Spectrum and CA Service Desk Manager integration the ticket is not created.

The following error is logged in the Tomcat's log file ($SPECROOT/tomcat/logs/stdout.log or catalina.out) when the CA Service Desk Manager attempts to create a ticket.

(AlarmNotifier) (SDIntegration) - User "spectrum" not found in Service Desk. 

Error occurred while attempting to create a ticket in Service Desk. java.lang.Exception: Error contacting ServiceDesk for user info. User "spectrum" not configured or Web Service is not available.

Environment

CA Spectrum 10.1.1 and CA Service Desk Manager 14.1

Cause

The "User ID" field is not filled in for the special CA Spectrum contact created in the CA Service Desk Manager.

Resolution

Fill in the "User ID" field.

Additional Information

Create a CA Spectrum Contact on the CA Service Desk Manager Server

To enable CA Service Desk Manager to communicate with CA Spectrum, create a special CA Spectrum contact on the CA Service Desk Manager server.

Follow these steps:

1. Navigate to your CA Service Desk Manager home page:
    http://<Service Desk server>/CAisd/pdmweb.exe

2. Click the Service Desk tab.

3. Click File, New Contact.
    The Create New Contact window opens.

4. Enter spectrum in both the Last Name and System Login fields.

5. Select at least the Analyst option from the Contact Type list so that tickets are assigned to the user.

6. Click Save.