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Unable to raise tickets from CA Service Management Mobile App

  • 1.  Unable to raise tickets from CA Service Management Mobile App

    Posted 08-15-2018 05:46 AM
      |   view attached

    Hello,

     

    We are having spell code in mods/magic that if tenant is A then configuration Item is mendatory and If Tenant is B then custom field zsecondarycategory is mendatory.

    This is perfectly working in CA Service Desk web and Soap Calls.

    Now our customer wants to have CA Service Management Mobile app to be configured. So we have installed Rest Web Service and also added new fields in Mobile attributes i.e. Activity Asssociation for request incident - affected_resource and zsecondarycategory. Both fields are showing when try to log in Mobile App. But even after entering the values in both fields still, app is showing error messages that "com.ca.sdm.dal.PersistenceE INVALID: Configuration Item has to be set on this ticket before it can be saved."

    Attached screenshot for the same.

    It seems that even entering the custom attributes in Mobile attributes section, A mobile app does not able to pass those values. And strange this is that we are not able to see any error messages in logs.

     

    Any ideas to be appreciated. 



  • 2.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 02:33 AM

    You should open an issue on the Support site.



  • 3.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 03:14 AM

    As we have done customisation of spell, CA support has straight give the answer that this is out of support.

    I was not expecting this answer from support as even providing field in the app , our spell message are getting displayed on the app as popup that that field is mandatory.

     

    Thanks & Regards

    Mayur Malhotra



  • 4.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 03:17 AM

    If you remove your Spel customizations, does it work ? If yes, then CA Support is right - Spel customizations are not supported by them. If it still doesn't work, then you can pursue your issue since this happens without Spel customizations.



  • 5.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 03:26 AM

    But those spell are working in CA SD web and soap calls from last 5 years even in 12.6,12.9, 14.1. Then why those are not working in app. Then there is definitely a issue with app.

    One more things , spell is just to give error if tenant =a and configuration item is blank. So we are giving values in configuration item and tenant =a, then why popup is coming.

    And normally we got error message in logs but the popup coming in app is not giving any error message in stdlogs.

    All these statements clearly says that definitely there is a issue with app.

     

    Which CA should look.

     

    Ok, anybody else is facing this type of issue with 14.1 version.

     

    Thanks & Regards

    MM



  • 6.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 10:24 AM

    Can you share the contents of your spl/mod? We might be able to assist if we can see the code.



  • 7.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 11:04 AM

    Hello Grant,

    Below is our spel

    ========================================

    cr::z_affected_resource_check(...) {
    string zmsg;
    if(tenant == (uuid)"36EFD232881E0749A3DFB8518FA9DFF9")

    {
    }

    else

    {
    if(is_null(affected_resource))

    {
    zmsg=format("Configuration Item has to be set on this ticket before it can be saved.");
    set_error(1);
    set_return_data(zmsg);
    return;
    }
    }
    }

    ===============================================

    Below is our mod

    PRE_VALIDATE z_affected_resource_check() 112;

     

    Thanks

    MM



  • 8.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 11:59 AM

    Try this in a test environment. Since the script is called in post validate you should be able to expand into the related objects attributes. Replace tenant1 with the tenant name.

     

    cr::z_affected_resource_check(...) {
    string zmsg;
    if(tenant.name == "tenant1")
    {
    return;
    }
    else
    {
    if(is_null(affected_resource))
    {
    zmsg=format("Configuration Item has to be set on this ticket before it can be saved.");
    set_error(1);
    set_return_data(zmsg);
    return;
    }
    }
    }



  • 9.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-16-2018 12:49 PM

    I also noticed your trigger is running on PRE_VALIDATE. I'd switch it to POST_VALIDATE instead and change the firing order to 10000 or more. That way it's less likely to interfere with OOTB code.

     

    POST_VALIDATE z_affected_resource_check() 10000;



  • 10.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-20-2018 06:03 AM

    Hello Grant,

     

    Thanks for sharing your thoughts. I have changed the configuration as you mentioned.

    Now, I am getting below error in logs and in the app, same error "configuration item is mandatory"  coming.

     

    08/20 05:58:34.57 NJ3-SD-DEV-1   spelsrvr            34684 ERROR        regexp.c              1501 invalid [] range

     

    Thanks

    MM



  • 11.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-21-2018 09:09 AM

    Hi,

     

    How are you making zsecondarycategory required? I don't see any custom fields in the spel file. Also, instead of trying to troubleshoot with the mobile app you might want to use Postman instead to create a request via the rest api. That way you can rule out the mobile app.



  • 12.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-21-2018 09:43 AM

    Hi Grant,

     

    We are using below triggers and spells 

     

    There are two scripts triggers configured with different numbers i.e.

    POST_VALIDATE z_affected_resource_check() 112;
    POST_VALIDATE z_secondary_category_check() 116;
    Which I have changed to
    POST_VALIDATE z_affected_resource_check() 10000;
    POST_VALIDATE z_secondary_category_check() 10500;

     

    For z_affected_resource_check here is spell.

    cr::z_affected_resource_check(...) {
    string zmsg;
    if(tenant == (uuid)"36EFD232881E0749A3DFB8518FA9DFF9")
    {
    return;
    }
    else
    {
    if(is_null(affected_resource))
    {
    zmsg=format("Configuration Item has to be set on this ticket before it can be saved.");
    set_error(1);
    set_return_data(zmsg);
    return;
    }
    }
    }


    For z_secondary_category_check here is spell.


    cr::z_secondary_category_check(...) {
    string zmsg;
    if(tenant == (uuid)"36EFD232881E0749A3DFB8518FA9DFF9") {
    if(is_null(zSecondaryCategory)) {
    zmsg=format("Secondary Category has to be set on this ticket before it can be saved.");
    set_error(1);
    set_return_data(zmsg);
    return;
    }
    } else {returns;
    }
    }

     

    I will try these testing in postman and will update my findings soon.

     

    Thanks

    MM



  • 13.  Re: Unable to raise tickets from CA Service Management Mobile App

    Posted 08-21-2018 11:22 AM

    Hello Grant,

     

    I have found below error logs in jrest.log.

     

    08/20 05:57:45.196 [http-bio-8050-exec-4] ERROR DalUtilities 1990 No record found for the following query: SELECT id FROM app_extx WHERE id = U'0004FE444D287F428B676A0A7DFC5509'
    08/20 05:57:45.202 [http-bio-8050-exec-4] ERROR DalUtilities 2783 General Exception error occurred while creating extension link for nr (U'0004FE444D287F428B676A0A7DFC5509'): com.ca.sdm.dal.sql.DALException: No records found. See application error logs for more details.
    08/20 05:57:45.672 [http-bio-8050-exec-4] ERROR DalUtilities 1990 No record found for the following query: SELECT id FROM app_extx WHERE id = U'0017E7A32BCC824DAD89A9895C72D39A'
    08/20 05:57:45.673 [http-bio-8050-exec-4] ERROR DalUtilities 2783 General Exception error occurred while creating extension link for nr (U'0017E7A32BCC824DAD89A9895C72D39A'): com.ca.sdm.dal.sql.DALException: No records found. See application error logs for more details.
    08/20 05:57:45.727 [http-bio-8050-exec-4] ERROR DalUtilities 1990 No record found for the following query: SELECT id FROM app_extx WHERE id = U'0018C57628DD8F44B4DBF96BE7ACEC7F'
    08/20 05:57:45.728 [http-bio-8050-exec-4] ERROR DalUtilities 2783 General Exception error occurred while creating extension link for nr (U'0018C57628DD8F44B4DBF96BE7ACEC7F'): com.ca.sdm.dal.sql.DALException: No records found. See application error logs for more details.

     

     

     

    As soon as I have entered tenant , I got above logs and after submitting, I got below error log.

    08/20 05:58:34.606 [http-bio-8050-exec-11] ERROR SDMCRUDServiceImpl 466 Error creating new 'cr' resource. com.ca.sdm.dal.PersistenceException: INVALID: Configuration Item has to be set on this ticket before it can be saved. {http://sddev.ito.savvis.com:8050/caisd-rest/cr?_dc=1534759110891}

     

    Thanks

    MM