SDM Login Problems after configuring EEM for 3 Domains

Products

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

Issue/Introduction

CA Service Desk Manager and EEM (with Active Directory authentication) works fine until we add two additional AD domains to auth in EEM. After adding the two new AD's, login to SDM is not possible anymore.

Either one of the following two behaviours occurs:

1. The following messages appears in the stdlog and nothing happens (empty login form): 

boplgin 2692 ERROR bplaccess.c 4469 AHD04042:Login failed for userid (user1_adm); login timed out

2. The following messages appear in the stdlog and the browser window is empty (it only shows CA SDM's title).  
 

web:local 880 SIGNIFICANT session.c 4077 This request took 10092 milliseconds to complete. session id:0 login name: htmpl name:login.htmpl
sqlagt:Audit_Log 5552 ERROR sqlclass.c 1010 SQL Execute failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=10054 SQL State=08S01] Communication link failure; [Microsoft SQL Server Native Client 11.0] [ SQL Code=10054 SQL State=08S01] TCP Provider: An existing connection was forcibly closed by the remote host.

sqlagt:Audit_Log 5552 ERROR sqlclass.c 1011 Clause (INSERT INTO session_log ( contact, login_time, logout_time, policy, session_id, session_type, status, id ) VALUES ( ? , ? , ? , ? , ? , ? , ? , ? )) Input (3D2525D0FBFBCE43855BBCEEBAC29803|1550855143|(NULL)|0|1247223414|9|0|1247223414)

sqlagt:Audit_Log 5552 ERROR sqlsrvr.c 644 SQL connection lost detected and is being handled.

bpvirtdb_srvr 5464 ERROR vdbagent.c 897 Detected database connection problem during INSERT. Requeuing request for agent Audit_Log event_log session_log casm_active_sessions.

web:local 880 SIGNIFICANT session.c 11005 Session 1247223414:0x0310C028 login by analyst mhorlomus_adm (cnt:3D2525D0FBFBCE43855BBCEEBAC29803); session count 1

web:local 880 SIGNIFICANT session.c 4077 This request took 9062 milliseconds to complete. session id:0 login name:user1_adm htmpl name:replace_login.htmpl

bpvirtdb_srvr 5464 SIGNIFICANT vdbagent.c 857 Retrying request attempt (1) after previous database connectivity problems for agent Audit_Log event_log session_log casm_active_sessions

sqlagt:Audit_Log 5552 SIGNIFICANT sqlclass.c 478 Successfully logged back on to SQL Server

Environment

CA Service Desk Manager 17.x
CA Embedded Entitlements Manager
Windows Server 2012 R2 
SQL Server

Resolution

The following steps may resolve the issue:

1. Ensure that all 3 LDAP domains are running.

2. Ensure that users are logging in using domain\userid format.

3. In "C:\Program Files\CA\Directory\dxserver\config\servers", check itechpoz.dxi to determine the "source" file for the "service limits".
 

# service limits
source "../limits/itechpoz.dxc";

4. In that source file (example: "C:\Program Files\CA\Directory\dxserver\config\limits\itechpoz.dxc", add the following settings:
 

set credits = 15;
set max-op-size = 10000;

5. Restart these 3 windows services: CA iTechnology iGateway 4.7, CA Directory - itechpoz, CA Service Desk Manager Server