Setting ticket ID in Console not applied correctly

Document ID : KB000107503
Last Modified Date : 20/07/2018
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Issue:
Manually setting ticket ID in Console but the following error is appearing on the log on the same ticketID. 
[SD HB 1529620060001] escalation.ServiceDeskWSClient.CheckForTicketUpdates(4390) - Error occurred while checking for ticket updates com.ca.sam.manager.escalation.ServiceDeskWSClientException: Error retrieving Service Desk ticket handle.
Resolution:
- If you configure the SOI for a help desk, such as, Service Desk SOI will always go to that help desk to check for the ticket status. Since your manually inserted ticket id is not in proper format and it doesn't have a ticket handle and ticketurl from Service Desk it returns the error "Error occurred while checking for ticket update" it can't find the ticket handle in SD.
This is how it works:
- When you create a ticket from SOI the Service Desk sends a ticket ID (with ticket handle) and ticketURL in proper format to SOI and SOI adds them in to the Alerts table. SOI periodically takes the ticketID and the ticketURL and goes to SD to check for the status or updates. The tickteID has ticket number and ticket handle both not just the ticket ID. Here is an example what you get from Service Desk in to SOI Alerts table
- In SOI Alert table if you look at a valid service desk ticket In SvcDeskTicket column you'll see cr:442582@43077 In TicketURL column you'll see http://<SD server Name>:8080/CAisd/pdmweb.exe? OP=SHOW_DETAIL+PERSID=cr:442582 - Now if you manually add a TicketID from the SOI console you only get SvcDeskTicket without any ticket handle and the TicketURL will be missing. Since you have SOI configured with Service Desk SOI tries to go to the SD with just the ticketID and comes back with no result and throws the above error.