Sandra_Antunes

CA Tuesday Tips: Spectrum fails to open tickets in SDM after CF3 is installed

Discussion created by Sandra_Antunes on Aug 30, 2016
Latest reply on Apr 5, 2017 by dhrzic

Hi there,

 

I would like to call your attention to this problem:

 

After the installation of CF3 (RO90566 WIN- CA Service Management 14.1.03 (Cumulative Patch for CA SDM 14.1) for CA Service Desk Manager the Spectrum integration has been affected.

Spectrum fails to open cases within Service Desk.

 

The following error is seeing in the Spectrum log:

 

Error occurred while attempting to create a ticket in Service Desk. Internal err Getting template object: NOT FOUND

(SDIntegration) - SDServlet - create ticket failed

 

The SDM log should show:

spelsrvr 9972 ERROR api.spl 4182 Internal err Getting template object: NOT FOUND

 

This is a known problem introduced by CF3:

 

USRD 3596

WIN-UNABLE TO CREATE REQUEST USING TEMPLATE VIA WEBSERVICES

 

After applying 14.1.03 patch, we are unable to
create requests using a template via web
services. This affects SDM Integrations like
Spectrum where tickets are created via web
services

 

If you are hitting this scenario, please, open a case with CA Support to request the fix for this problem.

 

Best Regards

 

Sandra Antunes

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