GRLoader error "Valid class/family must be provided for a new CI. class(xxxxxx) family(xxx.xxx) is invalid."

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When we specify Class ID of a Configuration Item (CI) instead of Class Symbol as per below and try to update or insert the CI by GRLoader, the following error message will be written in *.err file. 

e.g.

• Loaded XML file
  <class lookup='id'>300065</class> 
   
• Error
  "ERROR: Valid class/family must be provided for a new CI. class(300065) family(Hardware.Server) is invalid."

Cause

Class and Family fields for the CI are most important fields in order to create the CI. These cannot have lookup values specified as attribute values by design as both of these are processed by using COMMON_NAME which in case is type for "Class". 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Resolution

The Class and the Family of the CI has to be specified as Class Symbol (Name) as shown below.

<class>CLASS_NAME</class> 

Additional Information

The GRLoader Command

TEC601582: How to create a GRLoader load file that will pass a "lookup" field for CA Service Desk Manager (CA SDM) r12.7