"list_publishable failed in backend" when opening Web Screen Painter or "Login is Invalid"

Products

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

Issue/Introduction

When launching Web Screen Painter, the following error is returned:

list_publishable failed in backend: do you want pdm_publish to start CA service desk manager in this standby server and perform fail-over(Y/N)?

OR the following error is seen when attempting to login to Web Screen Painter

Environment

CA Service Desk Manager Web Screen Painter 14.1 and 17.x

All Supported Operating Systems

Cause

1. The Tomcat port is not included in the Web Screen Painter URL.
2. SAML authentication is enabled for Tomcat and SDM is configured with Tomcat only.

Resolution

1. Ensure that the value of NX_WSP_CGI_URL in the NX.env file on the CA SDM servers includes the Tomcat port.

For example:

@NX_WSP_CGI_URL=http://<SDMServer>:8080/CAisd/pdmweb.exe

For the new value to persist after a pdm_configure, be sure that the same statement in the NX.env_nt.tpl file is updated.

Instead of editing the NX.env file directly, it is recommended to use the following commands on each CA SDM server in the environment.  For example:

pdm_options_mgr -c -s WSP_CGI_URL -a pdm_option.inst -v http://<SDMServer>:8080/CAisd/pdmweb.exe 

pdm_options_mgr -c -s WSP_CGI_URL -a pdm_option.inst -v http://<SDMServer>:8080/CAisd/pdmweb.exe -t

 

2. We do not support SAML with WSP. Please consider to install IIS and set it as a default web server or remove SAML authentication from Tomcat. 

NOTE: Please take backups before making changes.

In order to configure IIS as a default web server, please follow the below steps.

1. Install IIS as per the knowledge document "How to install and configure Microsoft's Internet Information Server 8.0 (IIS 8) on Windows Server 2012 for use with CA Service Desk Manager (CA SDM) r12.9/14.1/17.x".
   
   
2. Take a backup files I updated for SSL and Tomcat SAML configuration and run pdm_configure.
   
   e.g.
   NX_ROOT\bopcfg\www\CATALINA_BASE\conf\server.xml
   NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml
   NX_ROOT\bopcfg\www\CATALINA_BASE\shared\resources\federation.properties
   
   
3. During the configuration (pdm_configure), select "Tomcat and IIS http Server (default)" as the 'Config Type' on the Web Interface setting.
   
   
   
   
4. Ensure Tomcat SAML authentication works fine and launch WSP without the problem. If Tomcat SAML does not work, please restore the files you took backup on the step 2.