Service Operations Insight

  • 1.  SOI create ticket error

    Posted Dec 25, 2012 11:04 PM
      |   view attached
    Hi All,

    I have three domain managers that send SNMP trap to SNMP connector. Those alerts will escalate ticket to BMC Remedy. Two domain managers, HP BAC & Solarwind, are successfully escalate ticket to BMC Remedy. But the other domain manager, ManageEngine, always failed when escalate the ticket to BMC Remedy. It always says "Create ticket error. java.lang.NullPointerException" in Alert Escalation History. What's wrong with the alert?

    I attached the screenshot and sam.log from tomcat for reference.


    Thanks


    Regards,
    Yan

    Attachment(s)

    zip
    tremsapp3-26-12-12.zip   465 KB 1 version


  • 2.  RE: SOI create ticket error
    Best Answer

    Posted Jan 22, 2013 03:14 AM
    The problem is solved now. It is because the alert message contain <br> and other html tag that SOI will considered it as error. After removing the html tag the ticket is successfully created.


    Regards,
    Yan