6.4 Troubleshooting Adapter Operations Errors

Perform the following diagnostic steps if tickets are not being generated or updated as expected in CA Service Desk.

Verify that the incident that was triggered is referenced in a notification rule that specifies one of the CA Service Desk Ticketing Templates.
Determine the error that Enterprise Manager has reported.

To do this, you need to examine the log file for errors. Perform the following steps to locate errors in the log file:
1. Open the emoms_pbs.trc file in a text editor. The file is located in the log directory at the following location:
```
<EM_INSTANCE_BASE>/em/<OMS_NAME>/sysman/log/
```
  ... where <EM_INSTANCE_BASE> is the OMS instance base directory. By default, the OMS instance base directory is gc_inst, which is present under the parent directory of the Oracle middleware home.
  
  For example, if the Oracle Middleware Home is:
```
/u01/app/Oracle/Middleware
```
  ... the instance base directory is:
```
/u01/app/Oracle/Middleware/gc_inst
```
  ... and the log and trace files are available in the following directory path:
```
/u01/app/Oracle/Middleware/gc_inst/em/EMGC_OMS1/sysman/log/
```
2. Go to the bottom of the file and search backwards for "Caused by." Lines that start with "Caused by" contain error information. The error information appears after the text in the line that reads:
```
"oracle.sysman.emSDK.webservices.outbound.WSInvokeException: caught WebServiceException :"
```
Diagnose the problem based on the error information. See Errors to Check for information on troubleshooting common error events.