Other troubleshooting tips

The fulfillment application cannot create an entry if the required fields do not contain valid data.

1. Scroll through the Event Parameters list to find the field with the NULL value.
2. Enter a valid parameter value in the Param Value field.
3. Click Commit , and click Retry . The new parameter is processed.
4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code is no longer in the Event Status field.
6. Open the View Process dialog box to see the request that was created.

The fulfillment application cannot create an entry if the categorization is incorrect.

1. Scroll through the Event Parameters list to find the incorrect categorization values from the request. For example, the user entered TEL as the category.
2. Remove the invalid parameter value in the Param Value field.
3. Click Commit , and click Retry . The new parameter is processed.
4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code no longer appears in the Event Status field.
6. Open the View Process dialog box to see the request that was created.

The fulfillment application cannot create an entry because the assignment manager rules are not properly configured for the fulfillment application.

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose Foundation > Configure Assignment > Configure Assignment, and click Open.
3. From the Configure Assignment form, make sure the Work Order Assignee and the Work Order Manager events appear in the Assignment Configuration window.
4. Make sure that you have correctly configured the group assignments for the correct events, for example, the Work Order Assignee and the Work Order Manager events.
5. Make sure the correct available applications are selected. For example, you cannot create a work order if Work Order Management is not selected.
   
   For information about configuring assignments, see the Configuring-work-assignments.

The application cannot create the incident because the incident template is not correctly configured

1. Open the incident template.
2. Make sure that the template is assigned to the correct support company, support organization, and assigned group.
3. If the incident template is assigned to a specific assignee, clear the name from the Assignee field. Do not assign incident templates to a specific individual.
4. Open the Request Details dialog box to view the underlying event error, as described in Viewing processes to troubleshoot a request.
5. When you view the event in the Event History, click Retry .
   
   When you return to the Request Details dialog box and view the Process View, you can see that the incident request was successfully created.

ARCreateEntry — Value does not fall within the limits specified for the field (Maximum length - fieldLength) : paramName
Note: Field length in the request is too long — fixing the configuration to stop the underlying problem.

The fulfillment application cannot create an entry because the data pushed from a field in the request is too long. The error in the Command Automation Interface (CAI) occurs because the field length in the request field (for example, 120 characters) exceeds the field length of the fulfillment application (for example, 100 characters).

1. From the Custom Configuration tab, choose Service Request Management > Application Configuration > Define Application Target Data, and click Open .
2. Configure the field length of the application target data to be less than or equal to the field length in the fulfillment application.
   
   You no longer see this problem when a request creates the entry. However, you will still see a TRUNCATE WARNING message in the Work Info History.

ARCreateEntry — Value does not fall within the limits specified for the field (Maximum length - fieldLength) : paramName
Note: Field length in the service request is too long — fixing the record

The fulfillment application cannot create an entry because the data pushed from a field in the request is too long.

1. Scroll through the Event Parameters list to find the Param Name field with the incorrect value.
2. Reduce the number of characters in the Param Value field to less than or equal to the maximum length, for example, 98 characters.
3. Click Commit , and click Retry. The correct parameter is processed.
4. Close the Event History dialog box and the Application Instances dialog box.
5. Refresh the request. The error code no longer appears in the Event Status field.
6. Open the View Process dialog box. You see that the request was created.
7. Close the dialog box.
8. Click the Work Info tab, and select All in the Show list.
   A general information TRUNCATE WARNING message appears in the Work Info History. This warning appears because the field length value in the request is not within the limits specified for the field and was truncated in the fulfillment application. Although the entry was successfully created, some data did not flow to the fulfillment application.

Unable to get the Request ID from <application>:<application> Interface. The entry you requested does not exist.

For example, with BMC Change Management, the following error appears: Unable to get the Request ID from CHG:Change Interface. The entry you requested does not exist.

When submitting a request with an attachment, you might see the error with the SRM_OUT_UPDATE_APP_REQUEST_WORKLOG event command (with incidents, change requests, and work orders).

You can ignore this error message. The request is not affected. You can still complete the fulfillment application requests and the request.