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EM 13c ServiceNow ticket creation failed as ERROR ticketingconnector.CreateTicketMethod logp.251 - Ticket ID is null (Doc ID 2582271.1)

Last updated on MARCH 04, 2024

Applies to:

Enterprise Manager for Miscellaneous Plug-ins - Version 13.2.1.0.0 and later
Information in this document applies to any platform.

Symptoms

The OEM13c servicenow connector has been installed and configured successfully using the following document but While trying to create ticket from EM Incident automatically / manual, getting Failed to create a ticket

https://docs.oracle.com/cd/E73210_01/EMSNC/EMSNC.pdf

ServiceNow ticket creation from OMS failed details can be find from emoms.trc

2019-08-27 08:33:37,647 [[ACTIVE] ExecuteThread: '9' for queue: 'weblogic.kernel.Default (self-tuning)'] ERROR framework.ProcessRequestMethod logp.251 - Exception when invoke method createTicket

oracle.sysman.core.connector.common.exceptions.ConnectorException: oracle.sysman.core.connector.common.exceptions.ConnectorException: Ticket ID is null.

at oracle.sysman.core.connector.ticketingconnector.CreateTicketMethod.postProcess(CreateTicketMethod.java:284)

at oracle.sysman.core.connector.framework.ProcessRequestMethod.invoke(ProcessRequestMethod.java:219)

at oracle.sysman.core.connector.ticketingconnector.TicketingConnector.processRequest(TicketingConnector.java:1226)

at oracle.sysman.core.connector.framework.Connector.process(Connector.java:317)

at oracle.sysman.core.connector.ticketingconnector.TicketingConnector.handleOutboundRequest(TicketingConnector.java:263)

at oracle.sysman.core.connector.api.ConnectorAPI.delegateIncidentRequest(ConnectorAPI.java:216)

at oracle.sysman.core.event.console.view.IncidentDetailView.handleTicketingActionDialog(IncidentDetailView.java:455)

at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)

at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)

at java.lang.reflect.Method.invoke(Method.java:606)

at com.sun.el.parser.AstValue.invoke(AstValue.java:254)

at com.sun.el.MethodExpressionImpl.invoke(MethodExpressionImpl.java:302)

at org.apache.myfaces.trinidad.component.UIXComponentBase.broadcastToMethodExpression(UIXComponentBase.java:2016)

at oracle.adf.view.rich.component.UIXDialog.broadcast(UIXDialog.java:88)

(Continuation -----------)

Caused by: oracle.sysman.core.connector.common.exceptions.ConnectorException: Ticket ID is null.

at oracle.sysman.core.connector.ticketingconnector.CreateTicketMethod.postProcess(CreateTicketMethod.java:211)

... 124 more

 




Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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