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CA Tuesday Tips: Spectrum fails to open tickets in SDM after CF3 is installed

  • 1.  CA Tuesday Tips: Spectrum fails to open tickets in SDM after CF3 is installed

    Posted 08-30-2016 09:22 AM

    Hi there,

     

    I would like to call your attention to this problem:

     

    After the installation of CF3 (RO90566 WIN- CA Service Management 14.1.03 (Cumulative Patch for CA SDM 14.1) for CA Service Desk Manager the Spectrum integration has been affected.

    Spectrum fails to open cases within Service Desk.

     

    The following error is seeing in the Spectrum log:

     

    Error occurred while attempting to create a ticket in Service Desk. Internal err Getting template object: NOT FOUND

    (SDIntegration) - SDServlet - create ticket failed

     

    The SDM log should show:

    spelsrvr 9972 ERROR api.spl 4182 Internal err Getting template object: NOT FOUND

     

    This is a known problem introduced by CF3:

     

    USRD 3596

    WIN-UNABLE TO CREATE REQUEST USING TEMPLATE VIA WEBSERVICES

     

    After applying 14.1.03 patch, we are unable to
    create requests using a template via web
    services. This affects SDM Integrations like
    Spectrum where tickets are created via web
    services

     

    If you are hitting this scenario, please, open a case with CA Support to request the fix for this problem.

     

    Best Regards

     

    Sandra Antunes



  • 2.  Re: CA Tuesday Tips: Spectrum fails to open tickets in SDM after CF3 is installed

    Posted 04-05-2017 05:53 AM

    Hi Sandra,

     

    I applied the integration patch and getting again the error. 

    On Service Desk - Internal err Getting template object: NOT FOUND

    On Spectrum - Error occurred while attempting to create a ticket Service Desk. Internal err Getting template object: NOT FOUND

     

    When manually submitting ticket says: SPC-OCC-10262: Error launching serviceDesk/createTicket?alarmId=...

    com.aprisma.spectrum.app.sd.servlet.ServiceDeskServlet.Ticket

     

    any idea what would be the problem?