Splunk Add-on for BMC Remedy: Why am I getting initial setup error "WebFault: Server raised fault: 'ERROR (48255): The contact for the creation of an Incident cannot be found..."?

[jkellysplunk]

I am populating First_Name and Last_Name....plus Direct_Contact_First_Name and Direct_Contact_Last_name just in case.
In addition to the 48255 error from remedy that comes back, the Web Service log shows:

2016-04-25 09:07:53,016 WARNING [571e16a8f97e70dd5f8] appnav:153 - "Splunk_TA_remedy" app does not have a navigation configuration file defined.
2016-04-25 09:07:53,016 ERROR   [571e16a8f97e70dd5f8] appnav:171 - Unable to parse nav XML for app=Splunk_TA_remedy; 'NoneType' object has no attribute '__getitem__'
2016-04-25 09:07:53,016 WARNING [571e16a8f97e70dd5f8] appnav:207 - Unable to process navigation configuration for app "Splunk_TA_remedy"; using defaults.

I have a completed Remedy.conf and Remedy_fields.conf

When I use the tool 'SOAPUI' on the same Splunk server to send the same request over, it works fine.

Can anyone point me in a direction to get more detail on the issue or has seen this before?

[zmzhang_splunk]

Could you check
1. the values for argument --First_Name and --Last_Name for command remedyincidentcreate, whether they are valid/correct
2. your arguments meet the requirements in $SPLUNK_HOME/var/lib/splunk//modinputs/remedy/HPD_IncidentInterface_Create_WS.xml

[kuja]

The contact not being there means perhaps you are logging in when you use SOAP? It seems that you are trying to pass over a contact that ARSystem is not recognizing and therefore spitting out an error.
Some steps I would suggest:
1. Have you checked that the contact ID you provided in your request is unique in the SHR:People form ?
2. Turn on SQL and API logging and port them to the same file - on the remedy side. Once you have done this you should get a bit more of an error description.

Let me know and we can go from there..

[jkellysplunk]

Thank you for answering. Turning on the extra logging helped. Apparently in Remedy there are 'filters' and within our setup the id I was using was being refused. Even with the rights being correct I guess there are other levels to look through on the remedy side. We have it working in 6.3 now.

Different problem on 6.4

[jkellysplunk]

Here is some output form the remedy.ticket.log as well:

2016-04-25 11:45:42,572 INFO pid=5476 tid=MainThread file=remedy_ticket.py:_do_handle:135 | Start of Remedy script
2016-04-25 11:45:42,792 ERROR pid=5476 tid=MainThread file=remedy_ticket.py:handle:131 | Failed to handle a ticket, reason=
Traceback (most recent call last):
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\remedy_ticket.py", line 129, in handle
    self._do_handle()
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\remedy_ticket.py", line 142, in _do_handle
    result = self._handle_event(event)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\remedy_ticket.py", line 158, in _handle_event
    service_name, event)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\remedy_incident_service.py", line 22, in execute
    resp = operation(**args)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\suds\client.py", line 542, in __call__
    return client.invoke(args, kwargs)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\suds\client.py", line 602, in invoke
    result = self.send(soapenv)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\suds\client.py", line 649, in send
    result = self.failed(binding, e)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\suds\client.py", line 702, in failed
    r, p = binding.get_fault(reply)
  File "F:\Apps\Splunk\etc\apps\Splunk_TA_remedy\bin\suds\bindings\binding.py", line 265, in get_fault
    raise WebFault(p, faultroot)
WebFault: Server raised fault: 'ERROR (48255): ; The contact for the creation of an Incident cannot be found, please verify the contact information and try again.'