CA Scheduler can open requests (issues) in CA Service Desk when certain events occur in schedules and jobs tracked by CA Scheduler. For example, if a payroll job abends, a Service Desk rule can automatically open a request to track the problem. Additionally, threshold rules can generate Service Desk requests, and optionally emails, when user-specified levels are reached for several CA Scheduler counters and statistics.
In Ca Scheduler 11.0 Interface Guide chapter 2, we provide details about this interface.
When message CACM958I is got, the request is not opened in Service Desk, even if the involved jobname occurrence is correctly tracked by CA Scheduler. This can occur because the involved jobname has been in the active workload since long time (at least since the old Service Desk ticked referenced into the message was opened) and in this case, the same Service Desk number is used by Ca Scheduler.
To resume again this functionality for the involved jobname, the Service Desk request number should be replaced with blanks in the JTR (job in the active workload) so that, the next time it has problem with the job, CA Scheduler will create a new SD issue number and store that number in that field.
If the job still needs to remain in the active workload after it successfully runs, then you will need to blank the Service Desk request number again so it can create a new number if it fails again. Or, the job can be purged and added again to the active workload so that the new copy will have blanks in Service Desk request number field. The next time it fails, a new Service Desk request will be created.
If, after these suggestions, the message occurs again, please open a Case with CA Support.