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Attachment sync from Catalog to SDM is not working

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Article ID: 113643

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When adding attachments in tickets on USS or SC, Service Desk shows an incorrect link of the attachment, or no link at all.  The attachment in USS and SC works fine.

Environment

Service Desk 14.1 or newer
Service Catalog 14.1 or newer
Unified Self Service 14.1 or newer
IT Process Automation 4.3 or newer

Cause

Applications changed the URL after they were set and the integration URL set in CA SDM\sdm_globaldataset was not modified.

PAM c2o.log logging may also show a 404 error when trying to leverage the SDM SOAP Web Services.  Problematic URL and 404 error highlighted in bold.

20XX-01-01 11:11:06,684 INFO  [com.optinuity.c2o.service.serviceoperation.soapserviceoperation.SoapClientCallServiceOperationRunner] [c7-1cc62650997f] Service SoapClientCallServiceOperation call to URL[http://SDM-SERVER1:80/axis/services/USD_R11_WebService]; Method[impersonate] failed. Error: java.security.PrivilegedActionException: com.sun.xml.messaging.saaj.SOAPExceptionImpl: Bad response: (404Not Found

Resolution

1. Log into ITPAM with the administrator account.
2. Go to library tab and find the sdm_globaldataset under the CA SDM folder and the SLCM_GlobalDataset  under the corresponding CA SLCM folder
3. Under the APP URLs which may be marked with "CHANGE ME", edit the SDM_URL and SLCM_URL values respectively to the correct settings.  Both should have port 8080 present for SOAP web services calls
4. Save the changes and test by adding a new attachment to the ticket.

Additional Information

Catalog to SDM attachment sync uses PAM functionality as well as SOAP Web Services in SDM.  In PAM, the CreateSDMAttmnt and CreateSLCMAttachmentLinkInSDM operators are leveraged.

The c2o.log would show entries such as this when attachment sync from Catalog to SDM takes place.

20XX-01-01 11:11:04,371 INFO  [com.optinuity.c2o.persistence.DatabaseManager] [112.107-8080-11] DatabaseManager.validatePermissionDocument: Validating permissions for user: SDMprdAppUser SDMprdAppUser on: CreateSDMAttmnt permission: COMMAND_LIST

20XX-01-01 11:11:04,418 INFO  [com.optinuity.c2o.workflowengine.C2oWorkFlowEngine] [10-0e41907c790e] Loading Workflow with path: /Custom Operators/CA SLCM/CreateSLCMAttachmentLinkInSDM