Service Desk ITPAM processes are not performing updates


Article ID: 102301


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



- 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. 

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.


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:

In a non-working install, the same test indicates:
@NX_TOMCAT_INSTALL_DIR_CAWF=E:/CA/Service Desk Manager/tomcat/8.5.6 



Release: MSPAPM99000-17.1-Service Management-Asset Portfolio Management-Package MSP


One will need to go into Service Desk as an Administrative User, under "CA ITPAM Workflow", install and configure all necessary options.