Operational Defect Database
BugZero updated this defect 33 days ago.
Data sources
All data on this page is proprietary to BugZero® or gathered from public sources
VMware | 365587
Smarts SAM: Remedy ticket number is not being generated for Trap events in Smarts SAM
Last update date:
4/16/2024
Affected products:
Smart Assurance - SMARTS
Affected releases:
No affected releases provided.
Fixed releases:
No fixed releases provided.
Description:
Symptoms
Smarts Remedy ticket number is not being generated for Trap events in Smarts SAMSmarts SAM Remedy Adapter remedy-opentkt.sh fails with the following error: Executing the program:/opt/InCharge7/SAM/smarts/local/actions/server/remedy-opentkt.shOpening Remedy Ticket for the first time****************************************Error: Cannot create Trouble TicketERROR:42075: The category, type, and Item combination is not valid. Select the category, type, and item in the field lists. ICS-E-ACTION_SUCCESSFUL_WITH_OUTPUT-Execution of the program: '/opt/InCharge7/SAM/smarts/local/actions/server/remedy-opentkt.sh ' completed successfully, with the output: ' . '.ICS-E-ACTION_CMD_STATUS-Action 'remedy-opentkt.sh' failed with status '5'.
Cause
The definition of ClassName SNMPTrap in <BASEDIR>/SAM/smarts/local/conf/icoi/trap_mgr.conf is not configured as a Type in the Remedy server.
Resolution
To resolve this issue, you can do either of the following: Change the ClassName of the trap definition in the trap_mgr.conf file from SNMPTrap to Host OR Add SNMPTrap as a Type on the Remedy server.
Related Information
This behavior can be observed by enabling tracing in the sm_arclient call in <BASEDIR>/SAM/smarts/actions/server remedy-opentkt.sh as in the following example: ${SM_ARCLIENT_EXE} --trace --file="${AR_FIELDS_INFO_FILE_FULL_PATH}" createEntry > ${TEMP_FILE} 2>&1
