PAM Service Desk Web Services login process (boplgin) timeout

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Randomly the webservice call from ITPAM to open\create a ticket in Service Desk may fail, resulting in the following error noted in the stdlog: 

boplgin 3828 ERROR bplaccess.c 4382 AHD04042:Login failed for userid (xxxxx); login timed out

 

The above error may also be followed by the one below:

 sda 2112 ERROR sda.cpp 2384 Error - Please contact your Service Desk administrator and verify that the Unicenter Service Desk login server is up.

Environment

Release 17.1 and higher

CA Service Desk Manager/ITPAM

Resolution

1) To resolve this issue, add the following variable to the NX.env and NX_env_nt.tpl files and recycle the Service Desk services: 

pdm_options_mgr -c -s LOGIN_TIME -v 60 -a pdm_option.inst
pdm_options_mgr -c -s LOGIN_TIME -v 60 -a pdm_option.inst -t

This extends the wait to 60 seconds giving enough time for the application to successfully authenticate.

2) If the authentication is been done through EEM, also it is suggested:
   In EEM side, increase Cache Update Time from 30 to 300
    Configure ->Session-> Session Configuration

Additional Information

Issue may arise if the given SDM Server is receiving requests from multiple sources, ie web services calls, user logins via web UI, reporting calls.