Error message when opening offerings in Service Point
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Error message when opening offerings in Service Point

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Article ID: 137157

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Updated On:

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:

[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: get_bopsid/get_artifact (cnt:)
    at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)
    at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)
    at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:870)
    at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)
    at java.base/java.util.concurrent.CompletableFuture.postComplete(CompletableFuture.java:506)
Caused by: com.ca.casm.exception.CasmBaseException: Failed to get the EEM Artifact: AHD04023:security bug: get_bopsid/get_artifact (cnt:)
    at com.ca.casm.actor.helper.SdmBoplginMethodHelper.lambda$getEEMArtifact$9(SdmBoplginMethodHelper.java:1003)
    at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72)
    at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:71)
    at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859)
    at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)

--- view.log:

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]
ERROR [http-nio-8080-exec-4] [EiamAuthHelper] EiamAuthHelper exception
[Authenticate Error: Authentication Failed, Artifact Attempted: INTERNAL_SERVER_ERROR]
com.ca.eiam.SafeException: EE_AUTHFAILED Authentication Failed

-- searchMS.log:

[c.c.c.a.eem.EiamPermission] - Error fetching eem user groups for user <username>, {}
com.ca.eiam.SafeException: EE_AUTHFAILED Authentication Failed
 at com.ca.eiam.SafeContext.authenticateWithCertificate(SafeContext.java:1960)
 at com.ca.casm.authorization.eem.EiamConnectionManager.getContext(EiamConnectionManager.java:113)
 at com.ca.casm.authorization.eem.EiamPermission.getUserGroups(EiamPermission.java:220)
 at com.ca.casm.authorization.catalog.PermissionActor$PermissionChildActor.lambda$createReceive$38(PermissionActor.java:101)
 at akka.japi.pf.UnitCaseStatement.apply(CaseStatements.scala:26)
[c.CategoriesSearchController] - In getServiceRequest(), eem user groups :  , for user : <username>

....

ERROR - 2020-06-23 16:05:09 [c.CategoriesSearchController] - Error fetching permissions for: [<ids>]
java.util.concurrent.CompletionException: [Authenticate Error: Authentication Failed, Identity Attempted: null]
com.ca.eiam.SafeException: EE_AUTHFAILED Authentication Failed
 at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)
 at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)
 at java.base/java.util.concurrent.CompletableFuture$UniApply.tryFire(CompletableFuture.java:632)
 at java.base/java.util.concurrent.CompletableFuture.postComplete(CompletableFuture.java:506)
 at java.base/java.util.concurrent.CompletableFuture.completeExceptionally(CompletableFuture.java:2088)
Caused by: com.ca.eiam.SafeException: EE_AUTHFAILED Authentication Failed
 at com.ca.eiam.SafeContext.authenticateWithCertificate(SafeContext.java:1960)
 at com.ca.casm.authorization.eem.EiamConnectionManager.getContext(EiamConnectionManager.java:113)
 at com.ca.casm.authorization.eem.EiamPermission.getBatchPermissions4DomainRoles(EiamPermission.java:112)
 at com.ca.casm.authorization.eem.EiamPermission.getBatchPermissions(EiamPermission.java:95)
 at com.ca.casm.authorization.catalog.PermissionActor$PermissionChildActor.lambda$createReceive$37(PermissionActor.java:90)

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.

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