CA Service Management

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USS ticket not opening in SDM

  • 1.  USS ticket not opening in SDM

    Posted 05-12-2017 02:42 AM

    Hi all,

     

    I have a problem while opening ticket from USS with Catalog to SDM 14.1.03. I created offerings in Service Catalog, and they are visible in Unified Self Service and I'm able to create incident/request wihtout any problem, but it's not visible SDM. In log only thing is a message: got msg type set to 0.

    Integration tests are successful and there are no errors regarding integration.

    Does anyone have an idea what could be wrong?



  • 2.  Re: USS ticket not opening in SDM

    Broadcom Employee
    Posted 05-12-2017 07:21 AM

    Good Afternoon.
     
    While researching for this error, I found the below:
     
    This error generally results from a customized spel or htmpl file.
    This generally is a trigger timeout error and can be ignored.
    This could also be a result if the LDAP users do not have a Last Name which is a required field in SDM.
    Does not hamper product functionality.
    Will have to check on your customization front.
    > This case was closed: Problem was Error originating from a custom spell file. Trigger times out.
     
    Please check on the above.
     
    Thanks and kind regards, Louis van Amelsfort.



  • 3.  Re: USS ticket not opening in SDM

    Posted 05-17-2017 09:46 AM

    Hi Louis,

     

    tested with user which has last name and email address, checked in USS Control Panel, Catalog and SDM if everywhere email address is defined and it is.

    Haven't made any changes to the file: zcr_clear_ci.spl

    Is any other customized htmpl have impact on this error?

     

    Still getting error in log:

     

    web:local            7740 SIGNIFICANT  session.c            10940 Session 562665529:0x02D80150 login by analyst logged_user_with_email (cnt:733491C0DFA25A4692CF891FA87245FB); session count 1
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session created 890491506; IP(10.64.2.45); session count 8
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session ended by impersonation 890491506; user(CASMAdmin); IP(10.64.2.45); session count 7
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session created by impersonation 606958559; user(logged_user_with_email); IP(10.64.2.45); session count 8
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session created 451482664; IP(10.64.2.45); session count 9
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session ended by impersonation 451482664; user(CASMAdmin); IP(10.64.2.45); session count 8
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session created by impersonation 729209581; user(logged_user_with_email); IP(10.64.2.45); session count 9
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session created 765098806; IP(10.64.2.45); session count 10
    domsrvr              8448 ERROR        top_ob.c              4030 Got msg with type set to 0
    sda                  4496 SIGNIFICANT  sda.cpp               2405 Web Services session ended 765098806; user(CASMAdmin); IP(10.64.2.45); session count 9

     

     

    Thanks.



  • 4.  Re: USS ticket not opening in SDM

    Broadcom Employee
    Posted 05-12-2017 07:49 AM

    Good Afternoon.
     
    While further researching for this error, another one(sinmilar to my first update) was found:
     
    We checked the source code and found that the error message in your stdlog caused by timing-out.
    And can be ignored.
    The error is related to your customerized zcr_clear_ci.spl in site\majic.
      
    Please check on the above.
     
    Thanks and kind regards, Louis van Amelsfort.