Can't Close Request Ticket

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


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.