CA Service Management

  • 1.  Could not create Incident

    Posted Nov 23, 2017 05:13 AM

    Hello Team

     

    We are able to create Tickets in sdm via email but for some of the request Areas , Ticket not opening in sdm and we got Email notfication for that "AHD58009:Could not create Incident. Reason: INVALID - AHD03123:Required attribute Request Area is missing"

     

    However We can use that request area directly from sdm but not via email. What could be issue?



  • 2.  Re: Could not create Incident

    Posted Nov 23, 2017 06:17 AM

    Hi Aamir,

    You may have required fields/properties for those areas preventing the ticket creation.

     If you create using GUI the ticket, and just selecting the Area, can you save it ?



  • 3.  Re: Could not create Incident

    Posted Nov 23, 2017 06:34 AM

    Hi Fida

     

    Definitely we have custom field there on incident form which are mandatory, despite of it, i can able to create ticket via email by just putting the following format in message body. but for some areas im not able.

     

    %CATEGORY= request area name
    %GROUP= group name
    %DESCRIPTION= abc


  • 4.  Re: Could not create Incident

    Broadcom Employee
    Posted Nov 27, 2017 12:37 PM

    Hi Aamir,

     

    When you are Administrator role, in Administration tab >Service Desk >Requests/Incidents/Problems >Areas would have Request/Incident/Problem Area List. Check the request area names could not create incident by email whether has Yes in Incidents column. 
    If you are create the Incident via GUI, does the non-working incident area appear on the Selecting Area drop down or search incident area result to select?

    Lastly, do you use exact request area name in the email message body?  Eg. Request Area Name may not be same as request area name when the mailbox rule Ignore Case No.
    The non working request areas may have required properties like Fida reply. It could be verified when create the incident by GUI.



  • 5.  Re: Could not create Incident

    Posted Nov 27, 2017 02:35 PM

    Hi Aamir,

    There could be several things causing this.  First, you may have some type of custom spel code which makes other fields mandatory based on other fields (such as request area).  OR, as Bruno mentioned, you might have properties that are required which were not filled in... that could throw the error about the request area being required even though it is filled in.   I would check that specific request area for properties.  Can you confirm if you have required properties on this specific request area that you are trying to use here?

    Thanks!

    Jon I.



  • 6.  Re: Could not create Incident

    Posted Nov 28, 2017 04:48 AM

    hi Jon n CHun li

     

    Thanks for your input.

     

    The following format we are using to create an incident 

     

    %CATEGORY=Category name
    %GROUP= Group Name
    %DESCRIPTION= Information
    To clear you guys more, im able to create the ticket from multiple email adresses (gmail, hotmail , office 365 etc...)But not from the customer email addresses .However customer is also using office 365. When the customer raise the ticket from email using same format they got notifcation email of failure "AHD58009:Could not create Incident. Reason: INVALID - AHD03123:Required attribute Request Area is missing"".. we are sure about the request areas which is correct and active and can use to open a ticket via gui. But from Email its not working (only with the customer email addresses)... 
    We already make sure email addresses are correct in sdm contacts which they r using to create the ticket. 
    apart from it, customer receives all tickets notification swiftly on their email.
    same error can be seen in logs also. I witnessed from the customer email addresses that they are using correct format. 


  • 7.  Re: Could not create Incident

    Posted Nov 28, 2017 04:55 AM

    Hi Aamir,

    If you can create successfully with another email with same syntax, then I would suspect the format of email incoming into Service Desk. Please check that it is Plain text and not HTML