Ticket Creation, Closure, or Update is Failing

Symptom:

Any or all of the following help desk ticket problems occur:

I created a ticket in CA SOI, but the ticket does not appear in the help desk product.
I cleared an alert in CA SOI, but the ticket does not close in the help desk product.
I updated the alert in CA SOI, but the ticket does not update in the help desk product.

Solution:

Use the following process to resolve the problem:

Review the escalation policies and actions. Verify that the policies are valid.
There could be a connection problem to the CA Process Automation server or the help desk server. The failure results in escalation actions for help desks failing or the synchronization of certain CA SOI properties with the help desk ticket failing. Configure email notifications for third-party server failures to determine if this is the cause. The email provides failure information.
In CA Service Desk, look in the Action History table for an error message that is related to the ticket.
In CA Process Automation, look for workflow error messages for BMC Remedy or HP Service Manager tickets.