CA Service Management

Hi,

This is foot prints integration with ITSM

If we update in our ITSM it should be reflected in footprints side based on our mail eater configuration.

Here there is no issue with mail eater.

But in certain cases it is not getting updated in other side .

I am getting below error in log while trying to update.

ERROR        text_api.spl          2372 fetch_dob_list userid (Systems Administration, David Canales) in factory (agt) not found

Note : In ITSM, incidents are updating with no issue .Same with footprints side also.

But updates/notification are not sending to each other because of this error 

I have no idea what agt factory is and where i need to look ?

Can anyone please advise or guide me in a right way ?

Thanks,

Lakshmipriya

The agt factory holds a subset of the cnt factory,  comparable to the grp factory.
The agt factory provides all contacts of type Analyst, while the grp factory holds all contacts of type Group.
As far as I am aware,  the assignee attribute of the cr object is of type SREL agt;
That means, one can only specify contacts of type Analyst as the assignee of a ticket.
It seems , that you want to set an assignee, which is not of type Analyst.
Hope that helps
Regards
.....Michael

Hi Michael_Mueller

Thanks for the reply.

As per your comment, we cannot assign contact with type not Analyst ? 

In general, all contacts can't be analyst.Is that correct ?

Also one more problem here is ,I got error for the below contact

fetch_dob_list userid (Systems Administration, David Canales) in factory (agt) not found

Systems Administration is group and David Canales is contact with type 'Analyst'

First of all, my statement was an assumption why this error occured.

I just checked:

the assignee is an SREL to agt;

and agt is restricted in the way I mentioned.

But, my expectation was, that the system refuses the setting of a non Analyst type contact as an assignee.

But it doesn't, I just checked by SOAP API. If you try to set the assignee by the webinterface, the UI only offer contacts of Type Analyst.

Anyway, you have that problem and I wonder why.

please let me know the exact userid value of the contact in scope.

Regards

……..Michael