Required field (without a default) not specified :  Category 1* while raising REQ from DWP 1902

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    PRODUCT:

    BMC Digital Workplace Advanced



    PROBLEM:

    Use case:
    Raise any SRD from DWP.

    we are seeing below errors in ardebug logs.
    com.bmc.arsys.domain.etc.ARException: ERROR (45386): ; Required field (without a default) not specified :  Category 1*

    If same SRD is raised from Request Entry then the issue does not happen.

    Root cause:
    When we raise request from DWP, the transaction related to Remedy Application Services are run through different user.
    USER: xxxxUser -- Impersonated by Remedy Application Service

    "SRM:REQ:Assignment_SetAssignmentGroup" (450)
       --> Bestanden - Aktionen durchführen
            0 : Felder einstellen
     OK
     No. of records retrieved=2
                   ASGRPID (1000003234) = SGP000000001515
                   Assigned Support Company (1000000251) = XXX Company
                   Assigned Support Organization (1000000014) = XXX Organization
                   Assignee Group (10002506) = XXX Support group
             1 : Felder einstellen
                   z1D_AssignmentFlag (303024500) = 0
             2 : Call Guide "SRM:REQ:Assignment"
     <Filter Level:1 Number Of Filters:100> Prüfung läuft. "SRM:REQ:Assignment_RunAssignmentEngine" (500)
        --> Bestanden - Aktionen durchführen
             0 : Felder einstellen
                   Assignee Id_Assignee (301324400) =
                   Return Code Description_Assignee (301324200) =
                   Reason Code_Assignee (301324000) =
             1 : Felder einstellen
                   Show For Process_Assignee (301326300) = Service Request Assignment Round Robin
                   Assignee Select Form_Assignee (301324600) = CTM:Ppl Search-SupportGrpAssoc
             2 : Prozess
                   <aufgeschoben bis Phase 3>
     Call Guide "SRM:REQ:Assignment" (return).
    =======================
    The filter SRM:REQ:Assignment_RunAssignmentEngine has qualification like below:
    ('z1D_AssignmentFlag' = "Yes") AND ($USER$ != "Remedy Application Service")

    Now this qualification does not fail in case DWP request because USER is USER: xxxxUser -- Impersonated by Remedy Application Service.

    So when assignment engine tries to update SRM:Request entry it will first try to fetch data from CTM:Ppl Search-SupportGrpAssoc.
    But as per logs below, as customer did not have any user defined in support group which is assigned to SRM:Request. (The group is selected based on Service Request Assignee event from CFG:Assignment form).

      Start der Filterverarbeitung (Phase 1) -- Vorgang - GET on SRM:Request - 000000000162242
    */    Ende der Filterverarbeitung (Phase 1) -- Vorgang - GET on SRM:Request - 000000000162242
    */ COMMIT TRANSACTION
    */ -GE               OK
    */ +GS      ARGetSchema -- schema SRM:Request from Assignment Engine (protocol 0) at IP address null using INTERNAL // :q:0.0s
    */ -GS               OK
     */ +GLEWF   ARGetListEntryWithFields -- schema CTM:Ppl Search-SupportGrpAssoc from Assignment Engine (protocol 0) at IP address null using INTERNAL // :q:0.0s
     */ BEGIN TRANSACTION
    */ SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT T4573.C1, T4573.C4, T4573.C301321200, T4573.C301277200, T4573.C301277100 FROM T4573 WHERE (('SGP000000001515' = T4573.C1000000079) AND (T4573.C7 = 1) AND (T4573.C1000000346 = 0) AND (T4573.C1000003631 = 0)) ORDER BY T4573.C1 ASC) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 0) AND (AR_RowNumber_Alias$1 < 2102) AND (rownum < 2102))
    */ OK
    */ No. of records retrieved=0

    */ COMMIT TRANSACTION
    */ -GLEWF            OK
    */ +SE      ARSetEntry -- schema SRM:Request entryId NULL from Assignment Engine (protocol 0) at IP address null using INTERNAL // :q:0.0s
    */ BEGIN TRANSACTION
    */    Start der Filterverarbeitung (Phase 1) -- Vorgang - SET on SRM:Request - <NULL>


    As you an see ARGetListEntryWithFields call on CTM:Ppl Search-SupportGrpAssoc has returned 0 entries for support group SGP000000001515, while making set entry call on SRM:Request it does not find corresponding entry id for Service Request. So it is modifying null entry and hence it does not find category 1 value and throwing the value.


    SOLUTION:

    There are two ways to fix the issue.

    As assignment configuration is not really important in case of Service Request (as support staff always work on INC or WO or change) we can disable the filter:
    SRM:REQ:Assignment_RunAssignmentEngine. So this will not make call to assignment engine itself.

    Another problem was while making GLEWF call to CTM:Ppl Search-SupportGrpAssoc it did not find any user in support group so if we configure any user in support group which is configured for Service Request assignment then the correct Entry is fetched for SRM:Request and it finds all details of service request and no error is generated.


    Article Number:

    000173180


    Article Type:

    Solutions to a Product Problem



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