Service Operations Insight

  • 1.  Error message when creating/updating ticket from ServiceDesk

    Posted Mar 02, 2016 12:45 PM

    We are using SOI with Service Desk 12.9. When we update a ticket to mark it closed (via the Update Ticket action) we see the following message(s) in the soimgr.log:

     

    2016-02-28 03:11:16,306 INFO  [PoolThread-2558: AlarmEscalationService => Escalate: alarm 4503599635392377, policy: Clear-PendingClear-With-Ticket] escalation.ActionService.processHelpDeskAction(2210)  - Error creating/updating ticket: No attribute names passed to update for handle cr:964881

    ...

    2016-02-28 03:13:12,585 INFO  [PoolThread-2569: GlobalPool => ActionService] escalation.ActionService.processHelpDeskAction(2210)  - Error creating/updating ticket: No attribute names passed to update for handle cr:964881

    ...

    We are calling the action with the "Status" and "Ticket Type" parameters.

    The ticket DOES get updated and closed - but we see the errors in the log.

     

    Any ideas?



  • 2.  Re: Error message when creating/updating ticket from ServiceDesk

    Posted Mar 08, 2016 03:09 PM

    Hi Brian, i marked this thread as a question so that the community will recognize it as such and hopefully answer you soon



  • 3.  Re: Error message when creating/updating ticket from ServiceDesk

    Broadcom Employee
    Posted Sep 19, 2017 05:46 AM

    Hi Brian,

     

    I can see a case  was opened for the same query.

     

    The resolution was to add 'assignee' attribute to the Close Ticket action policy. Please let us know if this can be marked as answered.



  • 4.  Re: Error message when creating/updating ticket from ServiceDesk

    Posted Sep 19, 2017 07:07 AM

    This can be marked as answered.