CA Service Desk integration is not working, how to clear SERVICEDESK_ASSET_ID (0x12db9) using attribute editor

Document ID : KB000010917
Last Modified Date : 14/02/2018
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Introduction:

Spectrum fails to create tickets, if the Service Desk is reinstalled or SPECTRUM integration is configured to use a new Service Desk server.  Need to reset ServiceDesk_Asset_ID to blank using Attribute Editor or using CLI

Background:

ServiceDesk_Asset_ID contains the asset information of previous service desk details.  Hence the new tickets will not work when we reinstalled or integrated with new server.  The field need to reset to blank.

 

Environment:
9.3.X9.4.x10.0.x10.1.x10.2.x
Instructions:

To update ServiceDesk_Asset_ID for all the devices in one go we need to use Attribute Editor.

 

We need to do a Search for all the devices 

Click on Locator Tab -> Expand "Devices" -> Double Click "All Devices"

1-LocatorTabDevicesAllDevicesSearch.jpg

Ensure all landscapes are included in Search In and click on "OK"

2-SelectAllLandscapesClickOnOK.jpg

You will see all the devices 

3-AllDevicesSearchResult.jpg

Now under "Contents" panel select all device 

You can press "Ctrl + A"  

4-CtrlAToSelectAllDevices.jpg

 

Right click on any device from the selected devices, Select "Utilities" -> "AttributeEditor" 

5-RightClickUtilitiesAttribEditor.jpg

 

Click on "Add" link side to "User Defined"

6-AttribEditor.jpg

Enter "ServiceDesk_Asset_ID" under right side filter then the attribute is filtered, click on "Ok"

7-AttribSelectorClickOk.jpg

Now the Attribute is displayed, click on Right Arrow to Modify the contents 

8-ClickOnRightArrowButton.jpg

 

Uncheck "No Change" box 

9-UncheckNoChange.jpg

Select all the contents 

10-SelectAllContents.jpg

Click on Delete to blank the contents and click "OK"

11-PressDeleteToRemoveContentsAndClickOk.jpg

Now the values will go blank for all the selected devices as shown in below screenshot, click "Close" button

12-ValuesGoBlankClickClose.jpg

 

Now try to generate Service Desk ticket and check.

 

NOTE: Open a case with CA Support if issue is still persists.