Ticket is not created in ServiceAide (formerly known as CA Cloud Service Management)

Document ID : KB000006254
Last Modified Date : 14/02/2018
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Issue:

There was no error to enable the integration between the CA Spectrum and ServiceAide, but ticket is not created.

The following error was found in the Tomcat log file (stdout.log or catalina.out) after enabled the Service Desk integration in debug mode:

 

Error occurred while attempting to create a ticket in Service Desk. java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation Create\/Add operation","DetailErrorMessage":"{\"response\": {\"errors\": [\"The values for the required fields [\\\"RequesterUserName\\\"] were not specified or were invalid.\"]}}","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}

ServiceAide_Ticket_not_created_error_stdout.png

Environment:
CA Spectrum 10.2 and ServiceAide (formerly known as CA Cloud Service Management)
Cause:

The Service Desk Admin User account does not have the Administration role.

Resolution:

Grant the administration role to the Service Desk Admin User account.

Administration_role.png