Unable to create Service Desk tickets

Document ID : KB000031356
Last Modified Date : 14/02/2018
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Issue:

Problem happens either manually or automatically opening SD tickets.

Error received when manually trying to open SD tickets under OneClick Console:
SPC-OCC-10262: Error launching
Internal Server Error

After enabling debug for Service Desk integration we can see following error under tomcat log file:

org.apache.catalina.core.StandardWrapperValve invoke
SEVERE: Servlet.service() for servlet [ServiceDeskServlet] in context with path [/spectrum] threw exception
java.lang.NullPointerException
    at com.aprisma.spectrum.app.sd.ServiceDeskIntegrationManager.getTemplateForErrorType(ServiceDeskIntegrationManager.java:615)
    at com.aprisma.spectrum.app.sd.handler.ServiceDeskAlarmHandler.createTicket(ServiceDeskAlarmHandler.java:679)
    at com.aprisma.spectrum.app.sd.servlet.ServiceDeskServlet.doGet(ServiceDeskServlet.java:266)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:621)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:728)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
    at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:222)
    at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:123)
    at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:611)
    at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
    at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:99)
    at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:953)
    at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)
    at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:408)
    at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1023)
    at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:589)
    at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:310)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
    at java.lang.Thread.run(Thread.java:744)


Environment: 

Spectrum version 9.3

 

Cause:

Number of Web Services policies defined under Service Desk is greater than 250.

 

Resolution:

Reduce the number of Web Services policies at Service Desk side, as Spectrum supports only 250.