SOI Integration with PAM and ServiceNow fails

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Article ID: 103760

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

By integrating the servicenow-connector-installer-4.5.01 there is an error on the Step Test the CA Process Automation ServiceNow Gateway Functionality

If the request failed, scroll to the errorMessage field to understand the reason for the failure :

CreateTestTicket: Process failed to create test ticket - undefined: Sub-Process [ServiceNow/CreateTicket] returned error - Failed to assign incident parameters. Check incident parameters and try again

Cause

in the \Program Files\CA\PAM\server\c2o\log\c02.log file we can see the error message:

2018-06-28 10:02:27,450 ERROR [com.ca.connector.impl.util.BeanXmlHelper] [d0-c26c7463d2a8] Failed to convert XML to object - org.eclipse.emf.ecore.resource.Resource$IOWrappedException: Package with uri 'http://ns.ca.com/2013/01/usm-servicenow' not found. (http:///temp.xml, 1, 253)
java.lang.RuntimeException: org.eclipse.emf.ecore.resource.Resource$IOWrappedException: Package with uri 'http://ns.ca.com/2013/01/usm-servicenow' not found. (http:///temp.xml, 1, 253)
at org.apache.tuscany.sdo.helper.XMLHelperImpl.load(XMLHelperImpl.java:66)

Environment

servicenow-connector-installer-4.5.01
CA Process Automation 4.3 SP01
CA Catalyst Version 3.4.1.186
CA Service Operations Insight Version 4.0.2.77.20161104

Resolution

The problem is that the "com.ca.servicenow.descriptor.jar" file is missing in \ext-deploy folder.
Please copy this file "com.ca.servicenow.descriptor.jar" from "c2o\.c2orepository\.c2ouserresources\ucf" to \ext-deploy and restarted PAM services.