Can't Close Request Ticket

Document ID : KB000047938
Last Modified Date : 14/02/2018
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Description:

When attempting to close a ticket in CA Service Desk Manager (CA SDM), receive the following yellow banner error: "Fail to close Requests and its descendents. Refer to log files".

The STDLOG contains the following errors:

spelsrvr 10808 ERROR pcexec.c 6123 Spell interp failed at cr.spl:5867:cr::check_request_descendents | cr.spl:5782:cr::close_request_descendents: Non-string arg to upcase ()
web:local 18520 ERROR freeaccess.spl 24350 update checkin of cr:5956937 failed: Fail to close Requests and its descendents. Refer to log files.

Solution:

This error is usually seen when an attempt is made to close an Incident, Request or Problem where the ticket or any of its child tickets has a TYPE attribute that is empty or NULL. The TYPE attribute should have a value of "I" or "R" for Incident or Request.

In most scenarios, these types of tickets missing the TYPE attribute are created via Web Services or a 3rd Party application. The following PDM_EXTRACT will assist in verifying the above:

pdm_extract -f "select * from Call_Req where ref_num = '12345'" > ticket.txt
*** Replace 12345 with the actual ticket number within CA SDM

Once this has been verified, either use PDM_LOAD or a database utility to populate the appropriate value for the TYPE attribute.

You will now be able to close the ticket successfully.