Error message when opening offerings in Service Point

Products

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

Issue/Introduction

Error message (red pop-up) when opening an offering:

"There was a problem connecting to the server. Refresh the page and try again. Please contact the system administrator if the problem persists"

In F12 Developer tool / Console tab:

Failed to load resource: The reserver responded with status of 400 (Bad Request) 

URL: http(s)://xFlowServerHostname:<port>/getOfferings

Steps to reproduce:

1) Log into XFlow;
2) Select "Service Point" application;
3) Search for an offering;
4) Try to open it.

--- incidentMS.log: default location: C:\Program Files\CA\xFlow\APPS\logs

[c.c.c.a.h.SdmBoplginMethodHelper] - Failed to get the EEM Artifact: AHD04023:security bug: get_bopsid/get_artifact (cnt:)
[c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Failed to get the EEM Artifact: AHD04023:security bug: 

--- view.log: default location:  C:\Program Files\CA\Service Catalog\logs on Catalog Server

ERROR [http-nio-8080-exec-4] [EiamAuthHelper] Exception [EE_AUTHFAILED Authentication Failed]
ERROR [http-nio-8080-exec-4] [EiamAuthHelper] Sponsor Error: [SafeEnum.sSponsorError.FORBIDDEN have authentication credentials, but not authorized]
ERROR [http-nio-8080-exec-4] [EiamAuthHelper] Debug: [Authenticate Error: Authentication Failed]
ERROR [http-nio-8080-exec-4] [EiamAuthHelper] Debug: [Artifact Attempted: INTERNAL_SERVER_ERROR]

-- searchMS.log: default location: C:\Program Files\CA\xFlow\APPS\logs

[c.c.c.a.eem.EiamPermission] - Error fetching eem user groups for user <username>, {}
com.ca.eiam.SafeException: EE_AUTHFAILED Authentication Failed
 ERROR - 2020-06-23 16:05:09 [c.CategoriesSearchController] - Error fetching permissions for: [<ids>]

 

Environment

Release : 17.2 and higher

 

Resolution

Get the certificates on catalog installed box : C:\Program Files\CA\Service Catalog

Certificates name : 

• USMcertfile.pem
• USMcertfile.key

Copy  the above files to  Xflow Installed Path : 

C:\Program Files\CA\xFlow\APPS\Services

Restart xFlow analyst Services.

Additional Information

You will see this issue if the user's access type in Service Desk Validation Type is not

CA EEM-Use CA Embedded Entitlements Manager

so please check the employee access type's Validation Type and make sure it is "CA EEM-Use CA Embedded Entitlements Manager"