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Error while creating Ticket via Service Point

  • 1.  Error while creating Ticket via Service Point

    Posted 10-25-2020 07:25 AM
    Edited by Aamir Khan 10-25-2020 07:36 AM
    Dear Members

    we are having issues while creating ticket from service point. Below error we are getting. Does anybody the reason?

    #6510firmwareservicepoint
    #caservicepoint
    #CAservicedesk17.2







    Below error in std.log

    spelsrvr          9272 ERROR   pcexec.c    6500 SPell interp failed at cr.spl:595:cr::init_call_request: set_attr on created_via failed: NOT FOUND 3576

    below error incidentMS.log file

    ERROR - 2020-10-25 12:23:47 [c.c.casm.actor.SdmCreateObjectActor] - Error initializing ticket dob: NOT FOUND
    ERROR - 2020-10-25 12:23:47 [c.c.casm.actor.SdmCreateObjectActor] - Exception occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app') WARNING arguments left: 1
    ERROR - 2020-10-25 12:23:47 [c.c.casm.actor.SdmCreateObjectActor] - Error initializing ticket dob: cr.spl:595:cr::init_call_request
    ERROR - 2020-10-25 12:23:47 [c.c.casm.actor.SdmCreateObjectActor] - Exception occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app') WARNING arguments left: 1
    ERROR - 2020-10-25 12:23:47 [c.c.casm.actor.SdmCreateObjectActor] - OnReceive Method received the CasmBaseExceptionException occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app')
    ERROR - 2020-10-25 12:23:47 [controllers.GenericBaseController] - Exception while creating object : Exception occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app')
    ERROR - 2020-10-25 12:23:47 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (ashuk)
    java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Exception occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app')
    at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)
    at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)
    at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:870)
    at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)
    at java.base/java.util.concurrent.CompletableFuture$Completion.run(CompletableFuture.java:478)
    Caused by: com.ca.casm.exception.CasmBaseException: Exception occured in Create Actor recvMsg method class java.lang.String cannot be cast to class com.ca.ServicePlus.slump.BPObject (java.lang.String is in module java.base of loader 'bootstrap'; com.ca.ServicePlus.slump.BPObject is in unnamed module of loader 'app')
    at com.ca.casm.actor.SdmCreateObjectActor.recvmsg1(SdmCreateObjectActor.java:965)
    at com.ca.casm.actor.MdcActor$1.apply(MdcActor.java:213)
    at akka.actor.ActorCell$$anonfun$become$1.applyOrElse(ActorCell.scala:606)
    at akka.actor.Actor.aroundReceive(Actor.scala:517)
    at akka.actor.Actor.aroundReceive$(Actor.scala:515)
    ERROR - 2020-10-25 12:23:59 [c.helper.JSONResponseBuilder] - Exception getting nr count for filter (id eq U'U'75419aff4a4a564c9470eece9c01dc6d''): Error : AHD03053:Bad where clause: Parse error at : "id=U'U'75419aff4a4a564c9470eece9c01dc6d''" (Bad where clause)
    ERROR - 2020-10-25 12:23:59 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (ashuk)



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  • 2.  RE: Error while creating Ticket via Service Point

    Posted 10-27-2020 09:00 AM
    anyone? 





  • 3.  RE: Error while creating Ticket via Service Point

    Posted 11-02-2020 06:40 AM
    High Aamir.

    As far as I can see:

    The initialization of a new ticket fails because the system cannot find a referenced record.
    Did you upgrade recently?
    The record in scope is in the Table Interface with id = 3576.
    An extract of this record in my system looks like

    TABLE Interface
    code del desc id last_mod_by last_mod_dt persid sym
    { "RESTWEBSVC" ,"0" ,"REST Web Service Created" ,"3576" ,"" ,"",
    "intfc:3576" ,"RESTWEBSVC" }

    Please check, if this record exists in your environment.

    If not , you may have missed post installation procedures, when you last upgraded the system.
    If this record does not exist in your DB, it might help to load this record to the DB, but I fear , that other necessary DB content is missing as well.

    I suggest, to contact broadcom support on this, to assure , that your system is setup completely.
    Regards
    ..........Michael


    ------------------------------
    Principal Services Consultant
    HCL Enterprise Studio
    Germany
    ------------------------------



  • 4.  RE: Error while creating Ticket via Service Point

    Posted 11-03-2020 02:58 AM
    HI Michael,

    Yes we upgraded 6 months ago from 14.1 to 17.2 and the post installation steps were sucessfully done.

    Anyways, the entry was not present in the  interface table and we created this after that issue resolved.

    One question, Why the tickets are not showing on service point which created before via classic UI when we did not setup service point?

    However, the new tickets are showing on service point even it is create via classic ui(after installation of SP). How will the user able to use this when they will not find their old ticket?



  • 5.  RE: Error while creating Ticket via Service Point

    Broadcom Employee
    Posted 11-03-2020 04:55 AM
    1. What do you mean with old tickets? Are you referring to old (closed) tickets or old active (open) tickets? Which set is not showing on Service Point?

    2. Have you tried to refresh and reindex the Search Server? This might help with your issue about tickets not showing in Service Point. See below URL:

    https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/configure-the-xflow-interface/perform-initial-load-and-refresh-index-and-data-on-the-search-server.html





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    Kind Regards,
    Brian
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  • 6.  RE: Error while creating Ticket via Service Point

    Posted 11-04-2020 06:51 AM
    Hi Brian

    Yes the CLosed & Opened tickets both not showing on service point created when there was no service point installed



  • 7.  RE: Error while creating Ticket via Service Point

    Broadcom Employee
    Posted 11-04-2020 07:39 AM
    Edited by Brian Mathato 11-04-2020 07:39 AM
    Have you done the steps to refresh and reindex the Search Server as per the link in my previous update?

    ------------------------------
    Kind Regards,
    Brian
    ------------------------------