"Super Human" error when creating ticket through Chatbot

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When you ask ARIA to create a ticket you indicate that "Argh, I may be super human, but sometimes I have my own limitations. I could not create the ticket, you may want to try again. "

A variation of the above message, which may present for Spanish localised implementations:  

Argh, puede que ser un super humano, pero a veces tengo mis propias limitaciones. No pude crear el ticket, es posible que desee intentarlo de nuevo

Environment

Release : 17.3

Component : SDM - xFlow

Cause

Usually it will be a standard reason of why tickets creation would fail, from a missing required field to insufficient role permissions

Resolution

Review the xFlow collabMS.log to see what happens during an interaction to see why the ticket creation would fail.  Additional logging applied to the collabMS.log may be necessary to obtain further insight into a given occurrence.

Additional Information

Examples

The following was seen in an English language implementation:

ERROR - 20XX-XX-XX1 11:33:09 [c.c.casm.actor.SdmCreateObjectActor] - Error Code (-1) in checkInCatcherForParent INVALID:AHD03123:Required attribute Request Area is missing

The above indicates the missing required field for Request Area, which can be filled as part of ticket creation.  It is not uncommon to default the required field for chat interactions.

 

The following was seen in a Spanish implementation of Service Point, from the collabMS.log set to debug

ERROR - 20XX-XX-XX 00:00:00 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (TESTUSER1)

DEBUG - 20XX-XX-XX 00:00:00 [c.c.c.b.t.h.TicketActionsHelper] - Error Code: Error : INVALID, No se pueden crear tickets desde el rol Empleado, 12114|domsrvr|WwUAAA

Above may also present with messages such as:

Error: INVALID, Tickets cannot be created from the Employee role

The root cause is that the end user was logged in as an Employee role and the role was configured to be locked out from access to create tickets

 

Another example is documented in KB article 197704.