APAR status
Closed as program error.
Error description
Navigate in Storage Insights to the following panels: Operations Dashboard -> Select a storage -> Tickets or Resources -> Block Storage Systems -> Select a Storage -> Right-click and choose View Details -> Tickets The following error can be displayed: Oops something went wrong. Refresh the page to attempt to reload the data.<br>Reference ID: XXXXXXXXXXXXXXXX Refresh the page to attempt to reload the data. If the issue persists, go to the troubleshooting page or contact IBM support. In the log, we can see: Aug 17 10:28:41 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Querying TSS to get serial number and machine type Aug 17 10:28:41 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Querying TSS to get serial number and machine type of nodes Aug 17 10:28:41 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Querying TSS to get serial number and machine type of expansion frames Aug 17 10:28:41 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx Calling HarmonyService to get tickets from SmartCare... Aug 17 10:28:41 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Retrieving tickets from SmartCare system... Aug 17 10:28:42 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx Parameters being passed to Smartcare before UTF-8 encoding [{"machineType":"xxxx","machine Serial":"xxxx"},{"machineType":"xxxx","machineSerial":"xxxxxxxx "}] Aug 17 10:28:42 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Retrieving tickets from Salesforce system... Aug 17 10:28:42 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Number of tickets retrieved from SmartCare system = 0 Aug 17 10:28:42 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx Complete map to pass to salesforce API contains {xxxxxxx=xxxx} Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Number of tickets retrieved from Salesforce system 17 Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks INFO [INFO ] Application {http://impl.tcks.srm.ibm.com/}SupportService has thrown exception, unwinding now: com.ibm.srm.tcks.api.TicketServiceException: java.lang.NullPointerException Thursday, Aug 17th 2023, 10:28am Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks info Tenant xxxxxxxxxxxxxxxxxxxxxxxxxxxx System xxxxxxxxxxxxxxxxxxxxxxxxxxxx Adding salesforce tickets to the total return list Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks WARNING [WARNING ] Exception in handleFault on interceptor org.apache.cxf.jaxrs.in terceptor.JAXRSDefaultFaultOutInterceptor@66e981ea java.lang.NullPointerException Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks ERROR [ERROR ] An unexpected error occurred during error handling. No further error processing will occur. java.lang.NullPointerException Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks ERROR [ERROR ] SRVE0777E: Exception thrown by application class 'org.apache.cxf.service.invoker.AbstractInvoker.createFault:162' Aug 17 10:28:43 tcks-6bbd858fd8-k8xwm tcks org.apache.cxf.interceptor.Fault: java.lang.NullPointerException at org.apache.cxf.service.invoker.AbstractInvoker.createFaul t(AbstractInvoker.java:162) at [internal classes] Caused by: com.ibm.srm.tcks.api.TicketServiceException: java.lang.NullPointerException at com.ibm.srm.tcks.impl.SupportService.getDeviceTickets(Sup portService.java:233) ... 1 more The error is caused by an open case having a "ClosedDate" as "" instead of null.
Local fix
Problem summary
**************************************************************** * USERS AFFECTED: * * IBM Storage Insights users viewing tickets of monitored * * storage devices * **************************************************************** * PROBLEM DESCRIPTION: * * In Storage Insights, when attempting to view the storage * * device tickets: * * * * Operations Dashboard -> Select a storage -> Tickets * * * * or * * * * Resources -> Block Storage Systems -> Select a Storage -> * * Right-click and choose View Details -> Tickets * * * * An error is thrown which is caused by an open case ticket * * having a "ClosedDate" as "" instead of null. * **************************************************************** * RECOMMENDATION: * ****************************************************************
Problem conclusion
The fix for this APAR is targeted for the following release: IBM Storage Insights 3Q23 [ 54X-IBM-SI ] ( release target 3Q 2023 / September ) The target dates for future releases do not represent a formal commitment by IBM. The dates are subject to change without notice.
Temporary fix
Comments
APAR Information
APAR number
IT44407
Reported component name
STORAGE INSIGHT
Reported component ID
5608TPCSI
Reported release
54X
Status
CLOSED PER
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt / Xsystem
Submitted date
2023-08-18
Closed date
2023-08-21
Last modified date
2023-08-21
APAR is sysrouted FROM one or more of the following:
APAR is sysrouted TO one or more of the following:
Fix information
Fixed component name
STORAGE INSIGHT
Fixed component ID
5608TPCSI
Applicable component levels
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SSQRB8","label":"IBM Storage Insights"},"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"54X","Line of Business":{"code":"LOB69","label":"Storage TPS"}}]
Document Information
Modified date:
13 January 2026