CA Mobile App gives "java.lang.NullPointerException" error

Document ID : KB000094193
Last Modified Date : 03/05/2018
Show Technical Document Details
Issue:
Attempting to implement the "Mobile App" feature for the first time, for ITSM 17.1.

Everything works when using the ServiceDesk account.

However, errors are received for non-Administration users when using Mobile App. to log a ticket or browse the current queue.

- - - 
New Incident
<X> java.lang.NullPointerException
- - - 
Mobile App - Error 1


- - - 
Incidents
<!> Unsupported Filter.
Please contact your administrator.
- - - 
Mobile App - Error 2


This error is seen in the server's jrest.log:
 
09/12 17:12:35.616 [http-bio-8050-exec-1] ERROR SDMCRUDServiceImpl 1709 
This operation requires Function Access for 'stored_queries' equal to 'View or Modify'. 
{http://<<Server>>:8050/caisd-rest/crsq/?WC=code%20LIKE%20%27INOPEN%27&_dc=1505202559197}
Environment:
CA SDM and ITSM, Mobile App.
Resolution:
Enable "View" or "Modify" Role "Function Access" for "Stored Queries."
  1. Administration
  2. Security and Role Management
  3. Role Management
  4. Roles List, choose Role for user
  5. Function Access. Note - Scroll down on Page 1 or Search to see "Stored Query".
  6. Update "Stored Query" to "View" or "Modify."
Function Access for Stored Query


The relevant documentation discussing this prerequisite is:
CA Service Management - 17.1. 
Troubleshooting CA Service Management Mobile Application 
https://docops.ca.com/ca-service-management/17-1/en/troubleshooting/troubleshooting-ca-service-management-mobile-application 
 
Analyst cannot see all objects within the CA Service Desk Manager (CA SDM) Mobile App 
It is observed that when an analyst logs into the CA Service Desk Manager (CA SDM) Mobile Application, only the My Tasks section is visible. The analyst users must also see other options like Change Orders, Issues, Problems, Requests, and Incidents. 

Ensure that you have reviewed and taken care of the prerequisites for using the CA Service Management Mobile Application. For more information, see Prerequisites for using CA Service Management Mobile Application. 

Note: Associate the logged in users for Analyst Queue with the REST Web Service API role. Ensure that the Administration, Security, Stored Query, and Reference function accesses of this role are assigned with the View or Modify access levels. For more information about function access, access level and roles, see Manage Roles. 

 
Additional Information: