DX NetOps

Hi,

We are using spectrum 10 with Service desk 12.9.

We have observed that sometimes the automatic tickets are not getting generated for few alarms. And when we try to submit the ticket manually it is throwing error message with error code : SPC-OCC-10262.

Kindly suggest us what could be the problem.

Regards,

Sudha Mishra

Hi Sudha,

Based on this generic error code I found these documents:

TEC1846575 - Unable to create Service Desk tickets

TEC1154941 - Integration between Spectrum and Service Desk stops working sometimes

I have to enable the CA Service Desk Integration in debug mode to further investigate this problem.

Follow these steps:

1. Navigate to the OneClick Administration Debugging Page.
2. Select Web Server Debug Page (Runtime) as the option on the left menu..
3. Turn ON the Service Desk Integration.
4. Set the CA Service Desk Integration debugging level to MAX.
5. Click on Apply button.
6. Reproduce the problem and then review the Spectrum Tomcat log file located at $SPECROOT/tomcat/logs/ directory (stdout.log for Windows, catalina.out for Solaris/Linux)

Troubleshooting the Integration - CA Spectrum - 10.0 - CA Technologies Documentation

Thanks,

Silvio

Hi,

I have enabled the dubugging for spectrum-SD integration & reproduce the issue n got the following error message:

tp-bio-38080-exec-238) (SDIntegration) - SDAlarmHandler - attempting to create ticket for alarm 56c1bd56-d088-1025-0354-0050569e6fcb

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - SDSetAction - gathering info to create ticket for alarm 56c1bd56-d088-1025-0354-0050569e6fcb

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: start retrieiving config for model 0x81640f

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: start looking for alarm attribute match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: finished looking for alarm attribute match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: start looking for model attribute match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model attribute match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: starting looking for model association match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ModelAssociationProcessor: matching rule [ PT='PT_MPLS_LINKS',UID='null' (4) ]

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ModelAssociationProcessor: using problem type PT_MPLS_LINKS

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: finished looking for model association match.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDeskTicketConfig: finished retrieiving config for model 0x81640f.  Resulting entry is [ PT='PT_MPLS_LINKS',UID='' (0) ]

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) - Model 0x81640f is a port.  Using parent model 0x80c00b to search/create asset.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDesk_Asset_ID attribute found in SPECTRUM: "nr:4DD433325711904DA1A3F68FEE9B0CE3" for model 0x81640f

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - Creating ticket: problemType='PT_MPLS_LINKS', endUserId='' asset='nr:4DD433325711904DA1A3F68FEE9B0CE3', alarmId='56c1bd56-d088-1025-0354-0050569e6fcb'

Feb 20, 2016 11:25:34.338 (AlarmNotifier) (SDIntegration) - SDAlarmHandler - received alarm SET

Feb 20, 2016 11:25:34.338 (AlarmNotifier) (SDIntegration) - SDAlarmHandler - received alarm UPDATE

Feb 20, 2016 11:25:34.338 (AlarmNotifier) (SDIntegration) - SDUpdateAction - troubleshooter has been assigned for alarm 56c7f8b8-11b3-105d-034b-0050569e579d

Feb 20, 2016 11:25:34.572 - Error occurred while attempting to create a ticket in Service Desk. Error setting attr 'affected_resource' on object 'cr:1897549' to value '4DD433325711904DA1A3F68FEE9B0CE3' NOT FOUND 4DD433325711904DA1A3F68FEE9B0CE3

Feb 20, 2016 11:25:34.572 (http-bio-38080-exec-238) (SDIntegration) - SDServlet - create ticket failed

Kindly suggest accordingly.

Regards,

Sudha Mishra

Hi Sudha,

The message found in the tomcat log file is similar to this known issue. Have you switched the SDM machine in this integration?

If am not wrong, the 'affected_resource' is the configuration item in SDM.

Troubleshooting the Integration - CA Spectrum - 10.0 - CA Technologies Documentation

CA Service Desk Tickets Not Created After Switching Servers

Symptom:

I recently switched my CA Spectrum and CA Service Desk Manager integration to use a new CA Service Desk Manager server. I restarted Tomcat, but now CA Spectrum is unable to create tickets in CA Service Desk Manager. The error in my tomcat log is as follows:

When I try to submit an alarm manually, a "creation failed" message appears. Why can I not create a CA Service Desk ticket from CA Spectrum?

Solution:

If you enable Assign Assets in OneClick, and then switch to a new CA Service Desk Manager server, verify that the new server uses the same database as the old server. If you switch to a server that uses a different database, CA Service Desk Manager cannot create the ticket. The reason is that the CA Spectrum model in the original database is aware of the assets that were created for it in CA Service Desk Manager. The new database does not have information about that asset, causing an error when CA Service Desk Manager attempts to assign the asset from the CA Spectrum alarm.

To continue assigning assets after you switch to a new CA Service Desk Manager database, take one of the following actions:

• Configure the new CA Service Desk Manager server to use the original database.
• Manually clear the ServiceDesk_Asset_ID fields of all the CA Spectrum models.

Assigning Assets in CA Service Desk Manager - CA Spectrum - 10.0 - CA Technologies Documentation

Clear the Asset ID from All CA Spectrum Models

Clear out the ServiceDesk_Asset_ID attribute (0x12db9) for each device model. You can then search for and recreate assets in CA Service Desk Manager. For example, if you switch CA Service Desk Manager databases, these values must be repopulated to enable the integration with CA Spectrum. Clear this attribute by using the Attribute Editor in CA Spectrum or by using the CA Spectrum Command Line Interface (CLI). Using the CLI lets you create scripts to automate this procedure.

Follow these steps:

1. Connect to the CLI.
2. Run the following command on each device model that has the attribute set:
   

    

   update mh=<device model handle> attr=0x12db9,val=

   The ServiceDesk_Asset_ID attribute is cleared.

Note: For more information about the CLI, see the Command Line Interface User Guide.

Hi,

Yes the affected_resource is configuration item.

We have not switched SDM in integration. We have one SDM sever & database of SDM is on different server.

Regards,
Sudha Mishra

Even if you have not switched the SDM host, the value of ServiceDesk_Asset_ID attribute is incorrect. If the problem occurs only with this particular model_handle, manually clear the attribute.

If the problem occurs for all models, clear them all through the CLI.

Because of the following error found in Tomcat log file, try manually clearing the ServiceDesk_Asset_ID fields of the model 0x81640f.

Feb 20, 2016 11:25:34.276 (http-bio-38080-exec-238) (SDIntegration) - ServiceDesk_Asset_ID attribute found in SPECTRUM: "nr:4DD433325711904DA1A3F68FEE9B0CE3" for model 0x81640f

Feb 20, 2016 11:25:34.572 - Error occurred while attempting to create a ticket in Service Desk. Error setting attr 'affected_resource' on object 'cr:1897549' to value '4DD433325711904DA1A3F68FEE9B0CE3' NOT FOUND 4DD433325711904DA1A3F68FEE9B0CE3

Because of the following error found in Tomcat log file, try manually clearing the ServiceDesk_Asset_ID fields of the model 0x81640f.

Hi,

Thanks much for the update.

After clearing the ServiceDesk_Asset_Id, its working fine.

Regards,

Sudha Mishra