BSR 3.0.1 : ERROR while creating incidents : Unexpected subelement {urn: HPD_IncidentServiceInterface}incident_status

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Service Resolution


    COMPONENT:

    BMC Service Resolution - BPPM


    APPLIES TO:

    BMC Service Resolution - BPPM 3.0.01 BMC Remedy IT Service Management 9.1.00



    PROBLEM:

    During incident creation using BMC Service Resolution 3.0.1 against ITSM 9.1, the following error is seen in the console:
     

      org.apache.axis2.databinding.ADBException: Unexpected subelement {urn:HPD_IncidentServiceInterface}incident_status
      
    Further details captured in the eventIntegrator.log 
       
      ERROR 13 Jul 2016 09:38:48674096 [Thread-2,EVENT_DISPATCHER] com.bmc.sas.ei.dispatcher.ar.stub.ITSMIncidentClient  1319 Incident web service exception:org.apache.axis2.databinding.ADBException: Unexpected subelement {urn:HPD_IncidentServiceInterface}incident_status
    org.apache.axis2.AxisFault: org.apache.axis2.databinding.ADBException: Unexpected subelement {urn:HPD_IncidentServiceInterface}incident_status
        at org.apache.axis2.AxisFault.makeFault(AxisFault.java:430)
        at com.bmc.sas.ei.dispatcher.ar.stub.bsr301.HPD_IncidentServiceInterfaceServiceStub.fromOM(HPD_IncidentServiceInterfaceServiceStub.java:25081)
        at com.bmc.sas.ei.dispatcher.ar.stub.bsr301.HPD_IncidentServiceInterfaceServiceStub.process_Event(HPD_IncidentServiceInterfaceServiceStub.java:226)
        at com.bmc.sas.ei.dispatcher.ar.stub.ITSMIncidentClient.processEvent301(ITSMIncidentClient.java:451)
        at com.bmc.sas.ei.dispatcher.ar.stub.ITSMIncidentClient.processEvent(ITSMIncidentClient.java:439)
        at com.bmc.sas.ei.dispatcher.ar.stub.ITSMIncidentClient.sendEvent(ITSMIncidentClient.java:373)
        at com.bmc.sas.ei.dispatcher.ar.ARDispatcher.dispatch(ARDispatcher.java:88)
        at com.bmc.sas.ei.sequencer.EventWorker.run(EventWorker.java:92)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
        at java.lang.Thread.run(Thread.java:745)
      

      

     


    CAUSE:

    In later versions of ITSM, the Web Service 'HPD_IncidentServiceInterface includes additional Output Mappings for the 'Process_Event' operation, causing the above error to be generated in BMC Service Resolution 3.0.1


    SOLUTION:

    Implementing the following configuration change (as suggested in our documentation) resolved this issue:
     

      To ensure compatibility of BMC Service Resolution 3.0 and 3.0.01 with BMC Remedy ITSM 9.1.00, add the following property under the TraceParametersSrc group in the IBRSD.conf file located at the installationDirectory\pw\integrations\ibrsd\conf directory:
    isITSM35Compilient=true

    NOTE: The spelling of the property is important - the property is isITSM35Compilient=true if you use isITSM35Complient=true it will not work.

     


    Article Number:

    000117912


    Article Type:

    Solutions to a Product Problem



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