Service Desk ITPAM processes are not performing updates
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Article ID: 102301
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Updated On:
Products
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceKNOWLEDGE TOOLSCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
Issue/Introduction
Scenario:
- One creates a change order and the end user is presented with a risk survey
- Once the end user completes the risk survey, a custom configuration would have ITPAM act on the completion of that survey, to kick off a process on ITPAM to change the status of the given Change Order.
Observation: The ITPAM process does not activate, and the CO status remains as it is.
Logging reports:
1/01 10:00:00.00 SERVER1 spelsrvr 1916 ERROR macro.spl 1017 Error creating ITPAM workflow (/Change Management/Processes/ChgType_Val): Malformed for ITPAM Service
1/01 10:00:00.00 SERVER1 animator_nxd 5956 ERROR animator_nxd.c 2723 Method 2 failed for event Risk Updated non MKS in animator ANI:400149 (chg:442038) for atev:4077991
Issue presents in a new instance of Service Desk that is being implemented. The same process does work in other instances.
Cause
ITPAM configuration is missing in Service Desk.
In a working NX.env, if one searches for all variables that contain the string "WF", there will be a series of entries that read as: @NX_TOMCAT_INSTALL_DIR_CAWF=E:/CA/SC/tomcat/7.0.23 @NX_CAWF_CATALINA_BASE=$NX_ROOT/bopcfg/www/CATALINA_BASE_WF @NX_CAEXTWF_EEM_HOSTNAME=EEMSERVER1 @NX_CAEXTWF_ENDPOINT=http://PAMSERVER1:9090/itpam/soap @NX_CAEXTWF_LOG_CATEGORIES=NoVaLue @NX_CAEXTWF_PROCESSDISPLAY_URL=http://PAMSERVER1:9090/itpam/Web.jsp?page=runtimeeditor&ROID= @NX_CAEXTWF_RETRY_COUNT=3 @NX_CAEXTWF_RETRY_INTERVAL=10 @NX_CAEXTWF_WORKLIST_URL=http://PAMSERVER1:9090/itpam?page=tasklist @NX_CAEXTWF_WS_PASSWORD=<omitted> @NX_CAEXTWF_WS_USER=CAServiceDesk
In a non-working install, the same test indicates: @NX_TOMCAT_INSTALL_DIR_CAWF=E:/CA/Service Desk Manager/tomcat/8.5.6 @NX_CAWF_CATALINA_BASE=$NX_ROOT/bopcfg/www/CATALINA_BASE_WF