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.
Release 17.1 and higher
CA Service Desk Manager/ITPAM
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
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.