DX NetOps

Hi All,

I need some help to integrate CA Spectrum 10.2.3 and BMC Remedy 9.1 both running on the Windows 2012R2.

I have performed copying of the BMC files and installation of integration components and integration looks fine from Servicedesk configuration page of spectrum web console.

However, the tickets are not getting generated for alarms when we click generate service desk ticket.

Below is the error seen in tomcat file:

May 30, 2018 16:04:49.878 - Error occurred while attempting to create a ticket in Service Desk. java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation Get Entry ID","DetailErrorMessage":"ERROR (306): Value does not fall within the limits specified for the field; (Field ID - HPD:Help Desk <1000000001>, Pattern - $MENU$, Value - Calbro Services)\r\nERROR (306): Value does not fall within the limits specified for the field; (Field ID - HPD:Help Desk <1000000082>, Pattern - $MENU$, Value - Calbro Services)","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}

Does someone has any idea of this error code?

Thanks 

-Sumeet

Hi Sumeet,

    I am also stuck now. What was the solution for your issue and how it got fixed ? Do you have auto-ticketing enabled in your environment ?

Sankar

Hi Sumeet,

What type of integration are you using?

a) Service Desk integration covered in this section of CA Spectrum guide:

CA Spectrum and Service Desk Integrations - CA Spectrum - 10.2 to 10.2.3 - CA Technologies Documentation 

Have you followed the Troubleshooting steps from this section of the guide?

Troubleshooting Service Desk Integrations (other than CA Service Desk Manager) - CA Spectrum - 10.2 to 10.2.3 - CA Techn… 

Alarm Fields, REST examples and Attribute mapping - CA Spectrum - 10.2 to 10.2.3 - CA Technologies Documentation 

b) Service Desk integration through CA PAM (CA Process Automation) Gateway covered in this section of CA PAM guide:

CA Process Automation Connector for Gateway for SPECTRUM and BMC Remedy Integration - CA Process Automation Connectors -… 

Thanks,

Silvio